at Crystal Cruises in Downers Grove, Illinois, United States
Job Description
POSITION SUMMARY
The Senior Product Operations Specialist plays a pivotal role in aligning departmental objectives with A&K USA’s overarching strategy and commercial targets for Private Jet and Special Interest Travel initiatives. This individual is instrumental in all stages of the design, maintenance, and operation of these programs. The responsibilities encompass a wide range of tasks, including conducting destination research, monitoring the competitive landscape, preparing cost analyses, and negotiating pricing and favorable terms & conditions with vendors, as well as contracting. In addition, they assist in the assembly of pre-departure materials and documentation, generating accurate reports for air charter operators, hotels, and local offices. This role is integral to the successful execution of our over-the-top luxury travel experiences.
RESPONSIBILITIES & ACCOUNTABILITIES
Journey Development
+ Assist in research of competitive products and prepare data for analysis.
+ Accurately compile and distribute in a timely fashion product information and necessary updates for product sales and support while adhering to marketing and operational timelines.
+ Support the development of Program Charts for Private Jet and Special Interest Travel products.
+ Compile product information for accurate and timely Travel Studio implementation and ensure the integrity of information for these products in the system.
+ Maintain general knowledge of all destinations featured on A&K private jet journeys, Inspiring Expeditions by Geoffrey Kent, and other private label programs.
+ Communicate with hotels, local agents/DMCs, and air carriers regarding reservations, itinerary requirements, and operational issues.
+ Review Guest Questionnaires, identify issues and testimonials, digitize surveys, and prepare comparative analysis.
+ Prepare and maintain a comprehensive timeline for the deposits and cancellations for each destination featured on Private Jet journeys.
+ Partner with other departments as needed to address internal requirements.
+ Complete all projects and other assignments in a timely and efficient manner.
+ Assist in the preparation of presentations for new journey briefings as well as assembling and distributing the handouts.
+ Assist with the creation and distribution of Product Memos indicating product/journey changes or updates
+ Monitor program inventory and work with suppliers to reduce costs as needed to achieve target profitability margins.
Operations
+ Support the creation and preparation of on-tour guest documents.
+ Work in partnership with Marketing on preparing the following prior to each Private Jet /Inspiring Expeditions by Geoffrey Kent journeys:
+ A&K-branded signs and amenities
+ Dinner invitations
+ iPad digital content
+ Customized on-tour signage
+ On-tour operational documentation
+ Guest Questionnaires
+ Uniform requests
+ Electronic surveys for Design your Day activities and gear provided by A&K
+ Liaise with amenities suppliers as needed.
+ Coordinate travel arrangements for all tour staff.
+ Coordinate with Finance for timely payment of the tour staff compensation and incidental cash advances for tour operation.
+ Review of the tour staff expense reports and coordination of cash advance reconciliation with Finance.
+ Liaise with the RSC to ensure all the necessary pre-departure information (such as forms, waivers, passport copies, etc..) has been received from guests.
+ Communicate with private jet charter companies as needed and prepare and send flight manifests for all flight segments.
+ Maintain an organized and efficient filing system that includes an up-to-date list of all file titles for easy reference and retrieval.
+ Proof all product and marketing-related information for accuracy and contractual compliance.
+ Compile, assemble, and deliver “Common Sense” bag content for tour staff.
+ Participate in on-site product launch of private jet journeys: preparation of on-site documentation; procurement and shipment/delivery of additional stock to comply with guest requests (special food & beverage requests, for example); participation in Hospitality Room and Welcome events with guests.
Skills and Abilities
+ Demonstrated adaptability, initiative, and a collaborative perspective.
+ Skilled in program logistics and operations, with a strong understanding of costing and itinerary construction.
+ Skilled in verbal and written communication, problem-solving, and workload management.
+ Exceptional organizational skills.
+ Must be able to comfortably and eloquently communicate with guests.
+ Strong knowledge of World Geography.
+ Competency in the use of Microsoft Office applications.
+ Knowledge of and competency in A&K’s Reservation System (Travel Studio)
Requirements
Education and Experience
+ High School Diploma required; bachelor’s degree or related industry experience preferred
+ Proven experience in travel program logistics and operations in the travel and/or hospitality industries.
Special Requirements
+ Must maintain a valid passport.
+ Occasional travel, sometimes on short notice.
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