XTN-F6D6401 | GUEST SUPPORT SPECIALIST

The primary role of the Guest Support Specialist at AmaWaterways is to ensure a smooth and efficient post-booking process for our guests and travel agent partners. This crucial position bridges the gap between booking confirmation and embarkation, ensuring that all customer interactions and preparations adhere to the company's high standards for a 5-star guest experience.

Joining the Guest Support team at AmaWaterways offers the unique opportunity to work in a vibrant, multi-faceted environment that emphasizes professional growth and interdepartmental collaboration. Team members benefit from direct reporting to the Director of International Contact Centers, gaining insights into global operations and customer service strategies. The role is perfect for those who thrive in structured, high-volume settings and are keen to contribute to the renowned guest experience that AmaWaterways provides.

• Monitor and report on pending booking confirmations daily, ensuring accuracy and prompt processing.
• Maintain and regularly update booking records and internal trackers using Seaware and Excel.
• Proactively manage and update documentation related to guest bookings, including passport information, allergies, flights, and special requests.
• Coordinate with IT/Data teams on build requests such as extra nights and transfers, ensuring timely and accurate execution.
• Handle customer inquiries efficiently, providing support via email, chat, and phone calls; assist with online check-ins and documentation issues.
• Engage directly with guests and travel agents to verify and complete booking requirements, enhancing the pre-departure experience.
• Collaborate closely with Reservations, Air, Operations, IT, and Finance teams to resolve any issues and ensure seamless service delivery.
• Maintain rigorous accuracy in all communication and documentation, adhering to the company's standards for a 5-star service experience.

• Proven ability to manage high volumes of work with precision and attention to detail.
• Strong proficiency in Microsoft Excel and experience with CRM systems, preferably Seaware.
• Excellent written and verbal communication skills, capable of handling guest relations with tact and professionalism.
• Ability to work effectively in a team and maintain positive interdepartmental relationships.
• Experience in administrative roles, particularly within the travel, hospitality, or related industries.

• Capability to adapt to new technologies and software used in booking and customer management.
• Skills in additional languages would be advantageous, reflecting the international clientele of AmaWaterways.
• Experience with reporting and data analysis tools to monitor and report on various operational metrics.
• A customer-oriented mindset that aligns with delivering high-quality service experiences.