Hotel & Ground Services Specialist

Job Summary

The Hotel & Ground Services Specialist is responsible for ensuring accurate and timely reporting of data, as well as establishing quality assurance practice benchmarks for air, hotel, and transfer services. This role will act as the main support system in the areas of product reporting and analysis of Crystal’s pre & post product standards.

Essential Job Duties

• Provides detailed passenger reports to hotels, ground operators, shipboard staff, and others as per the established schedule.
• Thoroughly reviews hotel rooming lists and air schedules to proactively solve for errors or gaps in guest journey and takes corrective action.
• Develops and executes controlled practices that ensure accurate pricing, inventory, and detailed information for global air and pre & post hotel/transfer program.
• Leads in the creation of Standard Operating Procedures (SOPs) as well as in the development of internal turnaround operations & logistics training.
• Maintains departmental databases with periodical changes related to enhanced offerings, system functionality, and policy procedures.
• Assists with occasional test plans and test cases when new system enhancements are deployed.
• Analyzes reports from main task management tool to source solutions for frequently asked questions, requests, and concerns.
• Takes immediate appropriate steps when notified of service issues experienced by guests during travel and advises the necessary parties.
• Identify areas of process improvement and efficiency gains in reporting and quality assurance
• Provide feedback to management on quality trends and areas needing improvement.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.

Work Environment

Works in a typical office environment with quiet-to-moderate noise generated by computer printer, fax machine and light traffic.

Physical Demands

Requires sitting, standing, walking, bending, and reaching. May require lifting or pushing up to 25 pounds. Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment.

Expected Hours of Work

The position is full-time working from Monday – Friday from 8:00 AM to 5:00 PM. Occasional need for Overtime may be required in the evening and weekend.

Requirements

Competency

• BS/BA or equivalent professional experience in travel industry.
• 2+ years of experience in a similar position.
• Experience with SQL and data visualization tools (e.g. Tableau) is preferred.

Skills/Qualifications:

• Deep knowledge of Microsoft Excel; ability to prepare/edit spreadsheets and databases.
• Experienced with airline GDS booking and ticketing.
• Well organized and detail oriented with excellent written and verbal communication skills.
• Possess a high degree of accuracy when working with details under time pressure.