AmaWaterways River Cruises este o companie de croaziere fluviale de lux și premium, care creează călătorii în Europa, Africa, Asia și America de Sud. Portofoliul său de călătorii include itinerare tematice axate pe vin, piețe sezoniere, castele, muzică, bere, wellness, drumeții, golf și patrimoniu cultural, inclusiv experiențele Soulful Experiences dezvoltate împreună cu parteneri precum Smithsonian Journeys. Compania combină programe atent selectate la bord cu excursii ghidate la țărm, pachete terestre extinse și instrumente digitale pentru oaspeți, precum aplicația myAmaCruise. Flota sa include nave precum AmaMagna, AmaRudi, AmaNubia și AmaMagdalena, iar oferta sa extinsă cuprinde oferte speciale pentru călătorii solo, pachete aeriene și un program de loialitate. În calitate de angajator din industria turismului și ospitalității, AmaWaterways River Cruises recrutează echipe care sprijină operațiunile croazierelor, experiențele oaspeților și desfășurarea călătoriilor sale internaționale.
Vice President of Reservations - AmaWaterways, Calabasas, CA
Lead AmaWaterways’ global reservations organization from its Calabasas, California office, overseeing domestic and offshore teams. Improve sales conversion, service quality, technology adoption and team performance across river cruise reservations.
Statele Unite ale Americii
California200.000 $ – 240.000 $ / an
La sediuNormă întreagăLiderLimbă Obligatorie: englezăVicepreședinteDescriere
- Direct AmaWaterways’ global Reservations organization, including domestic and offshore teams
- Set operating standards, performance expectations and accountability for reservations activities
- Improve staffing, scheduling, workforce management and resource allocation
- Oversee contact center capacity planning, call routing, queue management, escalations and service delivery
- Prepare and manage departmental budgets, staffing plans and operating expenses
- Increase reservations sales performance through stronger conversion, productivity, coaching and execution
- Define and track KPIs such as conversion, booking volume, revenue productivity, service levels, response times and quality
- Collaborate with Sales and Revenue Management on commercial priorities, promotions, inventory and revenue opportunities
- Promote excellent guest experiences and productive relationships with travel advisors
- Create escalation procedures and resolution standards for complex inquiries
- Work with Technology to improve reservations platforms, telephony, CRM, reporting tools and contact center capabilities
- Lead automation, self-service, process enhancements and adoption of new systems
- Develop reporting and dashboards that provide visibility for data-driven decisions
- Build, develop and retain the Reservations leadership team across locations and teams
- Oversee performance management, coaching, talent development, succession planning and organizational change
- Partner with Sales, Revenue Management, Technology, Marketing, Finance, Operations and Guest Services
- Give leadership insight into operational performance, challenges and opportunities for improvement
- Support business initiatives, product launches, promotional campaigns and reservations process changes
- Align performance expectations with external service partners
Cerințe
- Bachelor’s degree in Business Administration, Hospitality Management or a related discipline preferred; equivalent experience may be considered
- At least 10 years of progressively responsible leadership experience in reservations, contact center operations, sales operations or customer service
- Demonstrated experience managing managers and large teams
- Background leading complex, high-volume, sales-focused contact center operations, ideally across multiple locations or geographies
- Experience in travel, hospitality, cruise or a related service sector strongly preferred
- Record of improving sales conversion, service levels, productivity, operational efficiency and customer satisfaction
- Strong knowledge of workforce management, contact center technology, CRM systems, performance reporting and quality assurance
- Experience overseeing offshore operations, outsourced service providers or globally distributed teams
- Experience guiding organizational change, deploying technology and improving operational processes
- Strong financial capability, including budget oversight, staffing optimization and performance-based resource planning
- Excellent communication, collaboration, problem-solving and executive leadership abilities
- Ability to work in a professional office setting, including extended periods seated and working at a computer
- Ability to communicate effectively in virtual meetings, by telephone and in person
- Willingness to work flexible hours when needed to support global operations and business priorities
Beneficii
- Performance-based incentive opportunities
- Professional development support
- Onboarding, training and continuing skills development
- Reasonable accommodations for qualified individuals with disabilities
- Occasional domestic and international travel
- Flexible working hours when needed to support global operations