Global Experience Coordinator - SGF Global
Miami, FL
About the Job
Description:
The Experiences Coordinator is a key support role for the Events and Experiences team responsible for the Product Development, Operations, and Delivery of a portfolio of specialty products including City Stays by Silversea, Signature Experiences (Retail) and Exclusive Complimentary Events. This portfolio is critical to Silversea s Mission of
unlocking deeper experiences in luxury and help to demonstrate Silversea s positioning as a destination leader. Reporting to the Manager, Events and Experiences this position will be responsible for the build and setup of all specialty products in our reservation system, managing the inventory of all products, as well as play a crucial role in the Product Development of the portfolio. Responsible for managing the yield and costs of a portfolio generating *** Million in gross revenue annually, the candidate should be comfortable managing complex priorities from ideation to completion. This position is responsible for supporting the Events and Experiences team in operationalizing a variety of products across a multitude of categories including, City Stays, Complimentary Events & Silversea Retail Experiences. The candidate will be directly involved in the end to end go to market strategy for these products, from building them in the system, to managing inventory, and operationalizing all aspects of the products. They must be a self-starter that is capable of working in a fast paced environment and willing to learn on the job skills. They must possess an entrepreneurial spirit and be comfortable researching a variety of regions in order to identify and design business cases around bringing the portfolio to new markets.
" Support the Product Development of City Stay Pre/Post Cruise Product through researching the travel trends in high volume regions and developing a firm understanding of what makes a region unique (Experiences, Festivals, Tours, Restaurants and Hotels)
" Organize and conduct weekly operations calls with all operators to develop the product including rate negotiation, pricing strategy, room allotments, etc.
" Setup and build packages in Res 2.0 and manage inventory to ensure we re obtaining additional capacities where required, releasing distressed inventory in line with attrition terms and keeping all descriptions up to date.
" Coordinate with the Contact Centers and respond to TO Requests on a daily basis to ensure open and active communication with internal stakeholders.
" Oversee the communication plan for City Stays, Including ensuring the Welcome Letter is sent out, The Tour Programme Communication is sent out at 60 Days and the Arrival Details are shared 14 Days prior Check In.
" Manage all correspondence between Silversea and the Operators, ensure Manifests are sent by Turnaround, support training sessions with the operators and ensure a seamless product delivery.
" Follow up on guest comments, concerns during travel and follow through with operators to ensure service recovery.
Silversea Experiences (Retail Events)
" Support the Product Development of Silversea Experiences through researching the travel trends of high volume regions and developing a firm understanding of what experiences are unique in each destination
" Setup and build events in Res 2.0 and manage inventory to ensure we re obtaining additional capacities where required, releasing distressed inventory in line with cancellation terms and keeping all descriptions up to date.
" Oversee the communication plan for Silversea Experiences, to ensure visibility in the pre-cruise customer journey as well as where required, critical information is made available.
" Support the team in the development, maintenance and sharing of the SOP to the Shore Concierge team and operators in each destination to ensure all events are consistently delivered and carried out to Silversea standards.
" Periodically audit, provide feedback and update SOPs for all Events to ensure consistency and brand positioning.
" Support training sessions with the onboard teams and operators to ensure the product is consistently delivered.
Complimentary Events
" Coordinate the handover of Operations Plans per event from the Operator to the Shipboard teams to ensure all stakeholders are aware of how to deliver the product.
" Build all Events in MXP and MyAdmin to ensure that internal stakeholders have visibility to the impact of a specific event and to maximize the visibility of the event experience to the guest.
" Support the on-site execution of events where required.
Additional Responsibilities as required
" Responsible for supporting other areas of the Destination Experiences Department including but not limited to Pre/Post Land Programmes, Shore Excursions and Concierge Services.
Required Skills:
" Hospitality or Tour Operating Experience preferred
" Fluent in English, both verbal and written skills.
" Detailed oriented and well organized.
" Entrepreneurial spirit and proven self-starter, ability to prioritize and manage multiple priorities simultaneously.
" Must be proficient in Microsoft Office Suite programs and proficient learning and managing multiple systems.
Required Education:
" 4-year degree or equivalent work experience required
Required Years of Experience:
Minimum 2 years of experiences in tourism preferably in the luxury cruise or hotel category.
Additional Information:
******************PLEASE READ: The job description is more robust than what this person will primarily be doing. This is a specialist level role, heavily admin, working in back end system to build and add the travel and event packages to the client's site. Can and will be trained on backend. This person will not be planning the events or finding suppliers but should be able to understand event logistics so they can properly understand the event details when building the packages and adding the details online. May be asked to make recommendations or call out any issues they identify with intenerary or event logistics. Should be a great communicator, with a high attention to detail.
Monday - Friday 9-5 On-Site (Not Hybrid, team is in office 5 days a week)
The Experiences Coordinator is a key support role for the Events and Experiences team responsible for the Product Development, Operations, and Delivery of a portfolio of specialty products including City Stays by Silversea, Signature Experiences (Retail) and Exclusive Complimentary Events. This portfolio is critical to Silversea s Mission of
unlocking deeper experiences in luxury and help to demonstrate Silversea s positioning as a destination leader. Reporting to the Manager, Events and Experiences this position will be responsible for the build and setup of all specialty products in our reservation system, managing the inventory of all products, as well as play a crucial role in the Product Development of the portfolio. Responsible for managing the yield and costs of a portfolio generating *** Million in gross revenue annually, the candidate should be comfortable managing complex priorities from ideation to completion. This position is responsible for supporting the Events and Experiences team in operationalizing a variety of products across a multitude of categories including, City Stays, Complimentary Events & Silversea Retail Experiences. The candidate will be directly involved in the end to end go to market strategy for these products, from building them in the system, to managing inventory, and operationalizing all aspects of the products. They must be a self-starter that is capable of working in a fast paced environment and willing to learn on the job skills. They must possess an entrepreneurial spirit and be comfortable researching a variety of regions in order to identify and design business cases around bringing the portfolio to new markets.
" Support the Product Development of City Stay Pre/Post Cruise Product through researching the travel trends in high volume regions and developing a firm understanding of what makes a region unique (Experiences, Festivals, Tours, Restaurants and Hotels)
" Organize and conduct weekly operations calls with all operators to develop the product including rate negotiation, pricing strategy, room allotments, etc.
" Setup and build packages in Res 2.0 and manage inventory to ensure we re obtaining additional capacities where required, releasing distressed inventory in line with attrition terms and keeping all descriptions up to date.
" Coordinate with the Contact Centers and respond to TO Requests on a daily basis to ensure open and active communication with internal stakeholders.
" Oversee the communication plan for City Stays, Including ensuring the Welcome Letter is sent out, The Tour Programme Communication is sent out at 60 Days and the Arrival Details are shared 14 Days prior Check In.
" Manage all correspondence between Silversea and the Operators, ensure Manifests are sent by Turnaround, support training sessions with the operators and ensure a seamless product delivery.
" Follow up on guest comments, concerns during travel and follow through with operators to ensure service recovery.
Silversea Experiences (Retail Events)
" Support the Product Development of Silversea Experiences through researching the travel trends of high volume regions and developing a firm understanding of what experiences are unique in each destination
" Setup and build events in Res 2.0 and manage inventory to ensure we re obtaining additional capacities where required, releasing distressed inventory in line with cancellation terms and keeping all descriptions up to date.
" Oversee the communication plan for Silversea Experiences, to ensure visibility in the pre-cruise customer journey as well as where required, critical information is made available.
" Support the team in the development, maintenance and sharing of the SOP to the Shore Concierge team and operators in each destination to ensure all events are consistently delivered and carried out to Silversea standards.
" Periodically audit, provide feedback and update SOPs for all Events to ensure consistency and brand positioning.
" Support training sessions with the onboard teams and operators to ensure the product is consistently delivered.
Complimentary Events
" Coordinate the handover of Operations Plans per event from the Operator to the Shipboard teams to ensure all stakeholders are aware of how to deliver the product.
" Build all Events in MXP and MyAdmin to ensure that internal stakeholders have visibility to the impact of a specific event and to maximize the visibility of the event experience to the guest.
" Support the on-site execution of events where required.
Additional Responsibilities as required
" Responsible for supporting other areas of the Destination Experiences Department including but not limited to Pre/Post Land Programmes, Shore Excursions and Concierge Services.
Required Skills:
" Hospitality or Tour Operating Experience preferred
" Fluent in English, both verbal and written skills.
" Detailed oriented and well organized.
" Entrepreneurial spirit and proven self-starter, ability to prioritize and manage multiple priorities simultaneously.
" Must be proficient in Microsoft Office Suite programs and proficient learning and managing multiple systems.
Required Education:
" 4-year degree or equivalent work experience required
Required Years of Experience:
Minimum 2 years of experiences in tourism preferably in the luxury cruise or hotel category.
Additional Information:
******************PLEASE READ: The job description is more robust than what this person will primarily be doing. This is a specialist level role, heavily admin, working in back end system to build and add the travel and event packages to the client's site. Can and will be trained on backend. This person will not be planning the events or finding suppliers but should be able to understand event logistics so they can properly understand the event details when building the packages and adding the details online. May be asked to make recommendations or call out any issues they identify with intenerary or event logistics. Should be a great communicator, with a high attention to detail.
Monday - Friday 9-5 On-Site (Not Hybrid, team is in office 5 days a week)
Source : SGF Global