TELMA SANTOS

• Preparation of financial and content proposals according to client specifications and deadlines
• Focus on business retention by developing and converting new business opportunities that can be generated through Intercruises Key Account Managers and also through our own proactive business activities in each region
• Work closely with our own supply management teams in selecting and modifying existing product at the right price and providing overviews to the supply teams to create new products tailored to the clients need
• Ensure competitive rates and attractive margins by working closely with Offer teams and understanding the market dynamics.
• Communicating with Cruise Lines on ongoing Requests for Proposal (RFP) and Ad Hoc Quotation requests
• Negotiating with our clients on commercial terms in order to achieve the budgeted outcome
• Responsible for converting product into sellable content as part of creating and managing the RFP process through to its conclusion, which will involve sending RFPS to the client, evaluating feedback and ultimately securing the business
• Provide ongoing guidance and support to the Operations & Port Deliver team’s on Ad Hoc quotations
• Working with the Operations & Port Delivery teams to ensuring alignment with Quoted and Delivered services
• Engage with the wider regional team and further identify opportunities to strengthen and increase the Intercruises market share as well attend events, tradeshows etc as requested

Management of the sales team, ensuring operational profitability.

Responsible for new applications and promotion of the use of Royal Caribbean Visa credit card.

Establish and motivate a positive work environment, focused on sales, classifications, monthly revenue goals, customer service and operational goals, in which training, leadership, development and recognition of the team's overall performance are essential.

Ensure that the implementation of the Marketing campaigns, defined centrally, are complied with in terms of the response of the desired product, service or guidelines.

• Evaluate employees and work procedures, ensuring that quality standards and services are met
• Team building, ensuring eventual career progression
• Guarantee operational profitability, selling future cruises on board, trying to provide the personalized service that is expected
• Presentations, following a designated and standard layout, which provides information to a group ranging from 20 to 300 participants
• Promote specific cruise announcements in multiple media outlets that may be available on the cruise.

Responsible for the cruise sales program on board currently integrating: Options Cruise Now & Cruise Later (Open Booking) and / or any future cruise program generated on board the RCCL ships.

Ensure that the processes and procedures, defined centrally, are complied in accordance with the intended company guidelines.

Personalized Service (VIP) in the Suite and Diamond Plus classes;

Organization of private arrangements, tours, transport or transfers;

Make recommendations for venues, restaurants services and or experiences;

Guarantee reservations with suppliers; Port delivery control of operations in ports of call;

Maintain constant contact with the ships and the respective shore excursion teams, in order to organize all the final details, according to the pre agreed programs;

Billing and payment management.

Provide personalized Service (VIP) in the Suite and Diamond Plus classes;

Organize private arrangements, tours, transport or transfers;

Make recommendations for venues, restaurants services and or experiences;

Ensure that services were performed in a professional and positive way, showing empathy and openness;

Confirm collection for special orders and services; Receiving cash

payments, discounting personal or Traveler checks or currency exchange services;

Assist the guests with immigration and customs procedures and forms;

Comply with Royal Caribbean International operating procedures and corporate guidelines, philosophy and principles;

Responsible for providing the highest standard in customer service environment

Check in and check out customers;

Provide information and support to customers regarding the hotel and

tourist venues;

Respond to concerns and suggestions, identifying customer

needs and expectations and ensuring their resolution / satisfaction and / or transmitting them to the hierarchical superior;

Update the accommodation records of the hotel and the billing, in order to provide the data for the control and management of the service, as well as ensure the filing of the documentation used in the reception;

Night Audit