Guest Change and Success Manager
- Prague
- Hybrid
A bit about the role:
To provide overall leadership and ownership of the Guest Change & Success function, which includes the development of all strategies and processes. To drive excellent guest requirements handling in line with company goals and targets. Develop and improve internal processes and report on performance in the department.
Key Responsibilities:
· Coach and lead Guest Change team of Specialists to support the aftercare functions of the sales teams.
· Plan and ensure service delivery within Guest Change & Success area.
· Develop and update internal procedures and secure good communication and cooperation with other departments.
· Analyse current procedures and recommend/implement changes to improve accuracy, efficiency, and productivity.
· Create and manage KPI's that will improve the Guest Change & Success area SLA and improve the structure within the department, thus driving Root Cause Analysis activities.
· Create strong relationships with internal and external partners/providers.
· Lead, motivate and develop staff to create and maintain a highly competent and participative workforce.
· Support other areas of the business on ad hoc and pre-agreed projects as required.
· Communicate effectively complex matters to a broad audience of people.
· Good knowledge and expertise in emergency handling processes
· Report all serious issues and possible monetary exposure to Management immediately along with suggestions for addressing problem
· Provide detailed reports on the team’s activities and the performance reports to upper management with the recommendations for improvements in general processes and systems
· Be available for crisis training and on-call support when required.
· Deputize for the GX Support Services Director as required
Skills & Requirements
About you:
Education and experience required
Requirements: Knowledge & Skills:
· Ability to take in, triage and co-ordinate information at a fast pace.
· High level of competency in developing and driving a network for continual improvement
· High proficiency with Microsoft Excel and Word.
· Teamwork. Be willing to support your team and the other teams in the business and be able to change your point of view.
· Self-Discipline. Commitment to self-improvement and be aware of how your decisions affect those around you and manage your time efficiently.
· Multilingual with English
· Salesforce Knowledge
· Knowledge of Amadeus an advantage
Key Personal Attributes/Behavioural Competencies:
· Self-driven and independent, yet with a will to ask and understand.
· Relationship building & influencing skills.
· Curious and dedicated
· Effective & confident communication skills
· Ambitious and thrives in a high-paced, international, changing work environment.
· Problem Solving Skills
· Customer Service oriented: delivering results and meeting customer expectations.
You will get:
• To be part of a dynamic and dedicated team, with highly skilled colleagues.
• Opportunities to work on a global level, with senior management.
• Excellent growth opportunities and the ability to impact with velocity.
Great Place to Work
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Passionate Explorers - We are proud of our history and are driven to create more.
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‘Can-Do’ Mindset - We jump-in and proactively contribute to the greater good.
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Supportive and Collaborative Teams - We are curious and generous with our knowledge. We Trust.
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Genuine Interactions - We want all people to be their true selves.
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Humble Leadership - We have a short distance between leaders and teams.
About the company
Since 1896, HX have championed sustainability in the expedition cruise sector. From launching the world’s first battery-hybrid expedition cruise ships to banishing heavy fuel oil and single use plastics from our fleet. We are at the forefront of driving sustainable practices in expedition cruises that prioritise greener travel.
For nearly 130 years we have been committed to continuously improving what we do for our guests but also for the people we work with.
We are a group of explorers who want to seek out the very best journeys for our guests but also for ourselves. We take our guests on big life-changing adventures, from the stunning wilderness of the Arctic to the incredible creatures on the Galápagos Islands all on our purpose-built expedition ships. Our HX fleet explore hundreds of destinations in over 30 countries across 5 continents.
Our ambition is strong and lofty – we want to become the number one sustainable expedition brand in the world. But we recognise we need passionate explorers, with can-do mindsets, humble leadership skills which bring people together for genuine interactions in a supportive and collaborative way.
As a newly branded company built on a 130-years heritage, HX is at an exciting new chapter and as we embark on this new journey, we believe your skills and passion could thrive. We are looking for talented explorers who want to join us on our exciting expedition to growth and success. This could include travelling and working in amazing HX hubs both on sea and land. From our impressive new Headquarters in London to our state-of-the-art Customer Service Centre just opened in Prague as well as various offices across Europe, the US and APAC.
One thing you’ll find whether on sea or land is a group of people, all connected with the same mindset and purpose - we want to explore more, champion sustainability and become the world’s very best expedition cruise operator.
Single-use plastic banHurtigruten was the first major travel company to have removed single-use plastic from its entire fleet and our hotels.
Hybrid Explorer shipsHX Expedition has two hybrid-electric powered expedition cruise ships that offer a 20% reduction of fuel consumption.
Beach cleanupsHX Expedition Teams encourage guests to take part in beach clean-ups, which results in several metric tonnes of trash every year being removed.
HX Expedition FoundationOur HX Foundation is a dedicated charity supporting local communities and environmental initiatives solely on the areas where HX’s Expedition ships sail, from the Arctic and Alaska to the UK, Galápagos Islands and Antarctica.
Anna Zítko | Contact Person
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