Senior Group Concierge - Boston, MA

City Experiences is seeking a Senior Group Concierge Manager for our operation in Boston, MA.

About You:

This person will be adaptable, dynamic, and embody City Experiences' RESPECT Service System.

About the Opportunity:

The successful Senior Group Concierge Manager will oversee the group concierge team within a port/region, driving the post-purchase process for our group guests. The Senior Group Concierge Manager will serve as the direct reporting line to the Port Sales and Marketing Director, with a particular emphasis on driving upsells on their team's orders. in addition, the Senior Concierge Manager will distribute events amongst the team; coordinating site visit logistics and coverage; along with ensuring all team members are meeting the minimum threshold of events per month. The Senior Group Concierge Manager will lead by example in driving upsell potential, increasing the average order value of each order they oversee.

Essential Duties & Responsibilities:

Leadership Duties:

• Serve as the direct reporting line to the Port Sales and Marketing Director, meeting weekly to present current events overview, along with any watchouts for upcoming events.
• Lead the Port/Regional two-week meeting, connecting various disciplines to ensure the successful execution of events.
• As they are assigned, distribute events amongst the concierge team, with a target of 50 events/month.
• Walk the vessels on a daily basis, making sure they are site visit ready, alerting the operations team when the boat is not up to standard.
• Handle any high-end events directly, especially those in the corporate market that have high exposure and rebooking opportunity.
• As they arise, distribute site visits to the team, pairing more experienced group concierge with high-end clients.
• Create and maintain a balanced schedule for the group concierge team, with consideration around weekend site appointments and VIP boardings.
• As requested, prepare and deliver reporting to General Manager.

Revenue Focus:

• Work alongside the Port Sales and Marketing Director to create a comprehensive list of upsells that appeal to all markets.
• Regularly review upcoming events for the next 30-60 days, identifying groups that have not added on bar, food and outside services, with the goal of increasing our overall attachment rate for upsells.
• Monitor RPL (Revenue per Lead) of all team members, working to get all team members above the target RPL set forth by leadership.
• Work with local leadership to do flash upsell incentives to groups, with the goal of adding upsell revenue to close-in bookings.
• Develop a comprehensive knowledge of all regional vessels, products and enhancements.
• Host one on ones with team members, reviewing their client calls to ensure that there is a proper focus on upsell opportunities.
• Successfully upsells existing guests to higher-value options and enchantments.
• Follows City Cruises guidance on when and how to follow up with clients to present revenue generation opportunities through order enhancements
• Handle objections as they arise by using vast product knowledge.
• Serve as a resource for the sales team, including conducting site visits, greeting clients upon boarding to be the local resource when a national account manager is not present in the local port.

Guest Service:

• Serve as the primary point of contact for client post-booking, including conducting site visits and meeting clients as needed.
• Be present during highly detailed events and serve as the liaison between sales and operations.
• Ability to manage a minimum of 50 events per month, including handling all details for the cruise.
• Develops strong rapport with the guest, thanking the guest for their business, gaining feedback, asking for referrals, rebooking, and firmly asking the client to fill out our survey.
• Work with the General Manager and Port Sales and Marketing Director to resolve all guest issues in a timely manner.

Administrative:

• Manage all administrative and operational activities (including payment collection) to enhance the guest experience.
• Answer all post-booking inquiries, leveraging deep understanding of vessel, products, enhancements, and pricing.
• Ensure guests are billed correctly (including payment collection) for all extra services provided according to the signed contract with the support of the Account Manager.
• Document guest interactions in Salesforce, emphasizing detailed notes and task management, and sending weekly reports as directed by the Port Sales and Marketing Director.
• Compile necessary reports for bi-weekly meetings, ensuring all cruise details are visible for the sales and operations team.

Additional Job Duties as assigned.

Requirements & Qualifications:

• Bachelor's degree preferred with a minimum of 1 year of experience in a sales support or as an event coordinator.
• Strong customer service, organization, and interpersonal skills.
• Maintain a high level of organization, detailed oriented and meet deadlines.
• Handle multiple tasks/projects at one time.
• Establish and maintain effective working relationships as required by job responsibility.
• Listen effectively, assess the situation, determine relevant issues, & suggest solutions.
• Have a working knowledge of computer skills, including but not limited to proficiency with Microsoft Office Suites.
• Must be able to effectively understand and convey written and verbal information to coworkers and guests.
• Maintain uniform and personal grooming in compliance with appearance standards.
• Will be required to be available for work nights, weekends and on all major holidays.

About Us:

City Experiences' passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25+ brands that welcome upwards of 30 million guests/riders annually. If you're an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.

The RESPECT Service System embodies City Experiences' mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.

EEO / Disabled / Protected Veteran Employer. Hornblower is proud to be an Equal Employment Opportunity employer. We offer equal employment opportunities to all qualified individuals and prohibit discrimination and/or harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military status, disability (physical or mental), medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additionally, as a federal, state, and local contractor, Hornblower complies with government regulations, including affirmative action responsibilities for qualified individuals, where and as they apply. The company also participates in the E-Verify program in certain locations.