Director - Group Reservation

The Director, Groups Reservations is responsible for building, leading and motivating customer-focused teams that deliver results against all established KPI's for the US Market by translating vision and strategic plans into clear and specific actionable goals with defined and measurable outcomes.

•Ability to think critically and apply a commercial lens to key decisions around process and Policies. Ability to execute on approved budgets and achieve financial outcomes

•Develops insights on groups production to craft compelling promotions and financial practices to drive the highest profitability possible

•Managers all Groups Reservations channels (inbound/outbound calls & E-mail correspondence) to result in achievement of KPI's;

•Displays leadership and deliver the Brand Strategy, customer promise and customer philosophy in all interactions across Groups Reservations;

•Creates and delivers operational metrics, performance indicators and customer satisfaction levels;

•Provides leadership to Groups Reservations Managers and Supervisors to ensure their teams are aligned and executing in accordance with policies, procedures and KPI's;

•Analyzes, reporting and development of actionable recommendations to achieve desired behaviors and outcomes;

•Drives and supports a customer-focused culture for both internal and external customers, identify pain points and raise awareness of opportunities for improvement;

•Partners with sales leaders and senior management to develop short and long-term strategies and assumes responsibility for the implementation of these strategies;•Manage processes, relationships, and resources to enhance organizational capability and results;

•Aligns global Contact Center strategy and sales goals to the local market and organization

•Fluent English and additional language(s) a plus

•Bachelor's degree in applicable field or related work experience

•5+ years of experience leading a groups related team in the cruise industry preffered•5+ years in a leadership role working with senior executives

•Exposure to Revenue Management and Inventory practices in travel and hospitality

•Demonstrated ability to work well in a team environment with strong collaboration and coaching skills

•Proven ability to communicate and drive execution, working seamlessly with other business groups

•Well organized and flexible with a high degree of accountability, and is able to plan, prioritize and organize in a fast-pace, rapidly changing environment

•Strong analytical & reporting skills •Ability to remain focused in adverse situations, while maintaining strong organizational skills

•Ability to defuse escalated situations both with external customers and internal Team Members.

•Must be able to communicate professionally and effectively at all levels (verbal and written) with both internal and external customers as well as with global MSC organization