Job Description

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply cannot. The Love Boat promises something for everyone.

We are looking for an amazing Supervisor, Groups & Special Accounts to fill this role, which is based in our Fort Lauderdale office. The Groups & Special Accounts Supervisor is responsible for supervising a team of group support to ensure efficient unit operations and high standards of customer service. This role involves monitoring employee and team performance, providing coaching, and managing all aspects of personnel administration in accordance with company policies and regulations. The Groups & Special Accounts Supervisor will work closely with Hotel Operations and other relevant departments to coordinate agents’ activities, analyze performance reports, and guide the team to meet service goals. The ideal candidate will have strong leadership, analytical, and communication skills, along with a thorough understanding of company products and policies.                                                                                                                              

Here is a summary of what Princess is looking for in its Supervisor, Groups & Special Accounts. Is this you?

Responsibilities

• Supervise group support coordinators, ensuring accurate and timely processing of requests.  

• Monitor calls and email communication and evaluate service effectiveness to maintain quality standards. 

• Provide coaching, identify training needs, and track individual and team performance.           

• Coordinate with Hotel Ops leadership to implement improvements and uphold customer service standards.                                                   

• Manage personnel administration, including scheduling, attendance, and compliance with company policies. 

• Analyze performance reports and apply product and policy knowledge to guide agents toward meeting goals.  

• Performs other duties as assigned.   

Requirements

• High school diploma or equivalent.

• Demonstrated proficiency in English and relevant reservation systems.

• Ability to supervise and coach a team in a fast-paced environment.

• Knowledge of company policies and procedures.

• Previous experience in a supervisory role within customer service or reservations.

• Experience in monitoring performance, coaching staff, and managing personnel administration.

• Familiarity with group support and international reservations processes.

• Proven ability to analyze reports and implement improvements for service and sales effectiveness.

What You Can Expect

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k) 
• Employee Stock Purchase Plan 
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives 

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees.  Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at:  https://www.princess.com/aboutus/culture-framework/

Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws.  If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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