What are the responsibilities and job description for the Hornblower Group is hiring: Event planner Group Concierge in Chicago position at Hornblower Group?

City Experiences is seeking a Group Concierge for our City Cruises operation in Chicago, IL.

About You :

This person will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.

About the Opportunity :

The Group Concierge will help drive the post-purchase process for our group guests, developing strong rapport while handling the vital details of the group business. Along with coordinating the logistics for the event, the group concierge will drive upsell potential, increasing the average order value of each order they oversee. This position will report to the General Manager or the Senior Concierge Manager depending on port-specific needs.

Responsibilities :

Develop a comprehensive knowledge of all regional vessels, products and enhancements.
As directed, take the lead on post-contract follow-ups including passenger count adjustments and upsells to groups, with the goal of driving incremental revenue.
Successfully upsell existing guests to higher-value options and enhancements.
Follow City Cruises guidance on when and how to follow up with clients to present revenue generation opportunities through order enhancements.
Handle objections as they arise by using vast product knowledge.
Maintain a flexible weekly schedule, including night and weekend demand while conducting site visits, cruise detail meetings and meeting clients as needed.
Serve as a resource for the sales team, including conducting site visits and greeting clients upon boarding.

Guest Service :

Serve as the primary point of contact for client post-booking, including conducting site visits and meeting clients as needed.

Be present during highly detailed events and serve as the liaison between sales and operations.

Maintain high attention to detail, ensuring complete and accurate product details are communicated to the Food & Beverage and Operation teams.

Manage a minimum of 50 events per month, including handling all details for the cruise.

Develop strong rapport with guests, thanking them for their business and gaining feedback.

Work with the General Manager and Director of Sales to resolve all guest issues in a timely manner.

Administrative :

Manage all administrative and operational activities (including payment collection) to enhance the guest experience.

Answer all post-booking inquiries, leveraging deep understanding of vessel, products, enhancements, and pricing.

Ensure guests are billed correctly for all extra services provided according to the signed contract.

Document guest interactions in Salesforce, emphasizing detailed notes and task management.

Compile necessary reports for bi-weekly meetings, ensuring all cruise details are visible for the sales and operations team.

Requirements & Qualifications :

Bachelor’s degree preferred with a minimum of 1 year of experience in a sales support or event coordinator role.

Effective communication skills in oral and written form.

High level of organization and attention to detail.

Able to handle multiple tasks / projects simultaneously.

Establish and maintain effective working relationships.

Listen effectively, assess situations, determine relevant issues, and suggest solutions.

Proficient in Microsoft Office applications (especially Word, Excel, PowerPoint).

Must be able to work a flexible schedule, including nights and weekends.

About Us :

City Experiences’ passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25 brands that welcome upwards of 30 million guests / riders annually. If you’re an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.

The RESPECT Service System embodies City Experiences’ mission, vision, values, and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.

The Company is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and harassment against any applicants or employees based upon their race, color, religion, national origin, sex, age, sexual orientation, gender identity or expression, mental or physical disability, status as a protected veteran, or other characteristics prohibited by applicable law.

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