Travel & Cruise Representative
Location: Sarasota, FL
Reports To: Vice President, Client Relations
The Cruise Manager is responsible for maintaining good relationships with existing cruise clients, monitoring marketing and sales and working with the Marketing Dept. on strategies to increase cabin sales. He/she is also responsible for developing cruise procedures and business rules.
- Strong organizational, computer, and persuasive skills with the ability to achieve desired corporate directed outcome
- Polite, professional, and discreet communication with everyone—cruise clients and customers, MoneyShow team members, media partners, sponsors, speakers, exhibitors etc.
- Precise person who is persistent and attentive to details
- Ability to perform multiple tasks at the same time without sacrificing accuracy
Top 5 Priorities:
- Develop relationships with cruise clients and sponsors to keep them happy and informed, so that they continue to engage MoneyShow to produce cruises for them.
- Determine timelines and deadlines and monitor to ensure they are being met.
- Think of ideas for marketing and strategies for increasing cabin sales, and bring to Client Relations VP’s (Alicia) and President, Trade Shows Operations’ (Marie) attention if sales are not on target to reach goal.
- Continuous critical thinking and strategic vision of how cruise section operates, including the review and adaptation of reporting, marketing tactics, software tweaks, systems, and process.
- Grow the private sales area of the company’s cruise business
- Research, Client Relations Maintenance & Fulfillment
- Research potential destination options and select the most appropriate options to be presented to President, Trade Show Operations (Marie) who ultimately decides which cruises to present to clients.
- Work with existing clients to renew their contracts for cruises annually
- Review our contracts with cruise line and clients prior to CFO (Michele) signing to make sure they contain everything we need (enough inventory, concessions, dining provisions, etc.) If not, advise CFO, who negotiates these contracts, so she can request revisions.
- Fulfill client requests and maintain cordial relationships with them, so they continue to engage our services
- Research extraordinary land-based tours (pre-, during, or post-cruise) and hotels that would give our cruises extra appeal over other cruise packages available to the general public and present to President, Trade Show Operations (Marie) and Client Relations VP, for approval, prior to you presenting to clients.
- Send weekly reports on cabins sold to clients for the cruises that you’re going on, and check to make sure that the reports go out to the respective clients for the cruises that you’re not going on.
- Logistical Functions
- Around June-July of each year, work with Client Relations VP, Production Manager (Guy), and Programming & Operations VP (Debbie), to set up timelines for all tasks related to each specific cruise for the coming year and enter the timeline in the database, so everyone in the dept. has access and reminders pop up for each person responsible for specific tasks.
- Setup upcoming cruises and cabin inventory in the database and on the Intranet to activate inquiry form.
- Ensure that all collateral materials such as Before You Sail Guides, inquiry letters, checklists, etc., are updated and ready for each new cruise at the appropriate times.
- Coordinate and provide all other Client Relations team members with the necessary information they will need for their cruise books in order to answer possible questions from potential cruisers such as suggestions for pre- or post-cruise hotels, not offered by the cruise lines.
- Draft or revise inquiry letters and attendee thank-you letters and get them approved by the appropriate client (Forbes, Hillsdale, etc., if necessary), prior to mailing.
- Ensure that Client Relations team members conduct weekly follow-up calls to all cruise inquiries.
- Work with Accounting Dept., Crystal Cruises, Client Relations Dept. team members, and customers to resolve any discrepancies on any cruise bookings.
- Travel and serve as lead meeting planner on-board cruise seminars on cruises, when necessary. If Nancy Evenden is not available to serve as lead meeting planner for a cruise, prepare the meeting specs and submit to the cruise line for that cruise. If you’re not going on the cruise, train and relay meeting specs to MoneyShow cruise staff working that cruise prior to sailing.
- Negotiate contracts and work on logistic issues with hotels and tour operators hired for land tours and communicate all relevant information to on-board team working the cruise, so they can implement the tours smoothly.
- Work with CFO on all package pricing for cruises, including any land-based tours, with final sign-off from President, Trade Show Operations
- Logistical Functions (Continued)
- Supervise the running of cruise invoices and double check for accuracy of information within the invoice prior to sending them out.
- Oversee the mailing of cruise confirmation packets and preliminary cruise documents, as well as finalize all groups on cruises, assemble, and send out final cruise documents.
- Take care of all speakers’ cruise reservations, requests, and travel arrangements, if necessary, for the cruises that you’re going on, and supervise the person taking care of speaker arrangements for the cruises you’re not going on.
- Keep inventory of all marketing brochures and order cruise atlases from cruise line when needed.
- Monitor collateral materials that go into all attendee mailings such as inquiry packets and confirmation packets, and perform quality control spot checks to ensure that the content guidelines are being followed.
- Schedule cruise pre- and post-con meetings with on-board team members and Client Relations VP.
- Solicit gifts from cruise sponsor (e.g. IPM tote bags, Forbes umbrellas, etc.) and work with Production Manager on determining the print run of agendas, guest books, on-board booking flyers, and other on-board print materials, and coordinate delivery of everything in a timely manner to meet shipment deadline.
- Supervise packup for all cruises (preparation of Conference Materials packets, badges, gifts, handouts, etc.) and coordination of shipping with freight company.
- Constantly evaluate operational and inquiry follow-up procedures in the cruise section to come up with the most efficient and effective ways of operation, as well as to enable the section to maximize possible sales from all inquiries. Assist ProCon Dept. with inviting and confirming speakers for different cruises, if needed.
- Answer phone calls that come in over ACD lines for shows and cruises, as well as make outbound calls for any promotions and follow-up calls for cruise inquiries.
- Cruise Marketing
- Create and work with graphic artist on cruise brochure and secure client’s approval prior to printing.
- Obtain marketing plan, including drop dates, from Marketing Manager to ensure that Client Relations team members are adequately prepared to handle inquiries.
- Review To-Do list in weekly meeting with Marketing Manager to ensure that cruise marketing is happening regularly, so that the inquiries for various cruises are regularly flowing into the dept.
- Work with Marketing Manager to ensure marketing collateral materials for each cruise is delivered to clients, speakers, and sponsors (if applicable) by specified date
- Work with Marketing Manager to put together effective marketing strategies, based on experience of various marketing campaigns that work and don’t work in the past
- With Marketing Manager and Production Manager, decide on optimal dates for producing and mailing of promotional pieces. Also follow up with client, speakers, and Marketing Manager to ensure that promotions happen as scheduled and alert Client Relations Dept. team members to be ready for them and provide samples of email or ad promotions, so they can adequately prepare to answer questions from potential cruisers.
- Forecasting, Monitoring, & Analysis
- Monitor all timelines to ensure that all tasks for specific cruises are done according appropriate deadlines.
- Monitor deadlines for cut-off dates, recall of hotel and/or cabin block, early payment, final payments, shipping, etc., to ensure adherence to these deadlines.
- Monitor various marketing campaigns to ensure that a constant stream of leads for cruise cabin sales and request additional marketing from Marketing Dept., whenever inquiries slow down
- Prepare and analyze Weekly Cruise Reports to ensure we are on track for meeting or exceeding sales goals and ask Marketing Manager, clients, and speakers to do additional marketing if cabin sales are not on track to meet goals.
- Monitor cruise website for functionality on a weekly basis and report any issues to Web Administrator (Mike).
- Private Cruise Sales
- Whenever the Crystal Cruise atlases first arrive in our offices, send atlases out to previous private cruise sales clients with cover letter reminding them that we can help them book their cruises for the following year.
- Follow up with previous private cruise clients and develop relationships with them so that they become regular private cruise sales clients and book all of their cruises through us.
- Monitor the data entry for private cruise sales and work with Accounting Dept. to ensure that all private cruise sales are accurately entered in our database, accurately booked with Crystal Cruises, and monitor deadlines for early pay, final pay, final documents due, and send out final documents to clients in a timely manner, so that the clients have a smooth and hassle-free experience booking with us and return as repeat clients regularly.
· Make non-show-related staff business travel and charity auction winners travel arrangements · Serve as registration desk captain or meeting planner for show, if necessary · Assist in any other department’s or company needs as necessary.