Guest Services Manager

Join the Team at Trilogy Excursions! Are you a seasoned professional in hospitality with a knack for delivering exceptional guest experiences? Trilogy Excursions, Maui's leading ocean tourism company, is on the lookout for a skilled Guest Services Manager to elevate our team. If you have a passion for impeccable service, strong leadership abilities, and a commitment to excellence, we want to hear from you. Take the helm in orchestrating unforgettable adventures amidst Maui's stunning landscapes. Competitive compensation, professional development opportunities, and a supportive work environment await. Seize the opportunity to make a splash - apply today! Visit www.sailtrilogy.com and click Careers at the bottom of the page.

The Guest Services Manager will be responsible for overseeing reservations, customer service, and vendor relations. Ensuring the smooth operation of all aspects of reservations and customer service (B2B and B2C).

KEY RESPONSIBILITIES:

• Supervise the reservations team and ensure efficient and accurate booking of reservations;
• Develop and implement customer service policies and procedures to ensure customer satisfaction;
• Analyze data and provide regular reports on call center performance and booking trends;
• Identify opportunities for improvement and implement solutions to increase efficiency and revenue;
• Train, motivate, and coach the reservations team to provide excellent customer service;
• Develop sales strategies to increase revenue per customer while working to optimize conversion rate;
• Nurture working relationships with our outside vendors such as Concierge groups, Agencies, and wholesalers
• Manage Vendor list: contracts, rate sheets, fact sheets, agent booking portal;
• Communicate effectively with other departments to ensure seamless coordination of bookings and tour operations;
• Train on and oversee retail sales. Create weekly sales reports, purchase order requests, and inventory transfers between office warehouse and vessels.
• Handle escalated customer issues and complaints, ensuring prompt resolution and maintaining positive customer relationships;
• Monitor reservation systems and processes to identify areas for improvement and implement necessary changes;
• Solve booking discrepancies and train team to avoid future errors;
• Manage reservation team’s schedule, timecards, and performance reviews;
• Ensure compliance with company policies and industry regulations;
• Summary

REQUIREMENTS:

• 2 years of experience in a full supervisory role overseeing a group of reservations agents or customer service department, preferably in the hospitality industry;
• Excellent communication and interpersonal skills;
• Strong organizational and time management skills, with the ability to multitask and prioritize effectively;
• Proven ability to lead and motivate a team to achieve goals and targets;
• Knowledge of reservation systems and software, such as 3CX, FareHarbor, BlueRez, or Peek
• Comfortable with POS systems such as Square and Shopify;
• Ability to create reports, track and analyze data, to help inform decision making;
• Bachelor's degree in Business Administration or a related field is preferred;
• Must be able to work weekends and holidays as required by business needs;

See us in action, watch the following short video:

https://www.youtube.com/watch?v=lN2etcmyafQ

Job Type: Full-time

Pay: From $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person

Application Question(s):

• We are hiring urgently, do you currently reside on Maui?

Education:

• Bachelor's (Preferred)

Experience:

• management: 2 years (Required)

Ability to Relocate:

• Lahaina, HI 96761: Relocate before starting work (Required)

Work Location: In person