Group Concierge

City Experiences is seeking a Group Concierge/Event Coordinator for our City Cruises operation in Norfolk VA

About You:

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

About the Opportunity:

The Group Concierge will help drive the postpurchase process for our group guests developing strong rapport
while handling the vital details of the group business. Along with coordinating the logistics for the event the group
concierge will drive upsell potential increasing the average order value of each order they oversee. This position
will report to the General Manager or the Senior Concierge Manager depending on portspecific needs.

Essential Duties & Responsibilities:

Sales Focus:
Develop a comprehensive knowledge of all regional vessels products and enhancements.
As directed take the lead on postcontract followups including passenger count adjustments and
upsells to groups with the goal of driving incremental revenue.
Successfully upsells existing guests to highervalue options and enhancements.
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.
Ability to maintain a flexible weekly schedule including night and weekend demand while conducting site
visits cruise detail meetings andmeeting clientsasneededtosupporttheaccountmanagementteam.
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 postbooking including conducting site visits and
meeting clients as needed.
Be present during highly detailed events and serve as the liaison between sales and operations
High attention to detail including complete and accurate product details are communicated to the
Food & Beverage and Operation teams to ensure proper product .
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 Director of Sales 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 postbooking 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 Director of Sales.
Compile necessary reports for biweekly meetings ensuring all cruise details are visible for the sales
and operations team.

Additional job duties assigned.

Requirements & Qualifications:

Bachelors degree preferred with a minimum of 1 year of experience in a sales support or
as an event coordinator.
Communicate effectively in oral and written form.
Maintain a high level of organization & be detailoriented.
Handle multiple tasks/projects at one time.
Establish and maintain effective working relationships as required by job responsibility.
Listen effectively assesses the situation determine relevant issues & suggest solutions.
Work with Microsoft Office applications (especially Word Excel PowerPoint).
Must be able to work a flexible schedule including nights and weekends to accommodate
site inspections and guest needs.

About Us:

City Experiences passion is to provide amazing experiences on land and water. Our 40year 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 youre 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 Systemembodies 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.

The Companyis proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and harassment against any applicants or employees based upon their race color religion national origin sex age sexual orientation gender identity or expression mental or physical disability status as a protected veteran or other characteristics prohibited by applicable law.

Additionally we encourage all qualified applicants including those with past arrest or conviction records to apply.The Companyparticipates in the EVerify program in certain locations.

We encourage qualified applicants with arrest and conviction records to apply.