Jeanette Ephigene

Senior Sales Executive – Group/Cruise Ship

The Senior Sales Executive for the Group/Cruise Ship department acts as a support to the Head of Department (HOD) and is also responsible for the general supervision, management, and smooth running of the department, as well as continuously training the staff. Ensure proper planning of activities, provide for resource requirements, and monitor progress to achieve the established departmental objectives.

Responsibilities:

• Monitors the roster and attendance records.
• Organises staff replacement and the redistribution of work when staff are on sick leave.
• Updates and plans the annual holiday roster.
• Organises staff product familiarisation trips at least twice a year and, when convenient, takes them on field trips as often as possible to improve their knowledge, create networks, and build rapport with clients and partners.
• Negotiates waivers or reductions of cancellation fees.
• Ensures that all requests are actioned promptly.
• Ensures that programmes prepared are full of exciting ideas and quoted according to demand.
• Provides appropriate explanations of quotes in order to secure group/incentive business.
• Verifies that files have been correctly inputted into Juniper Software prior to issuing vouchers and itineraries.
• Monitors closely the payment conditions of each group to ensure that groups comply with agreed procedures.
• Holds regular meetings with the staff to discuss issues and review problem areas.
• Prepares and regularly updates the yearly chart for the upcoming year as bookings are confirmed (completed by an experienced sales executive and supervised by the Manager).
• Maintains a file with all copies of updated quality record forms used by the department.
• Appoints a deputy to cover during leave or absence and inform all concerned by e-mail/memo.
• As part of the Cruise Ship Operations team, I am responsible for coordinating and managing a wide range of tasks to ensure the smooth execution of cruise excursions and operations. My duties include:
• Cruise Ship Bidding & Excursion Preparation: I collaborate with the Cruise Ship Office to prepare bids and excursions, liaising with relevant stakeholders to create engaging and well-organised tour options for cruise passengers. I also assist with the preparation of technical documents and operational details to ensure the delivery of a seamless experience.
• Liaising with the Shore Excursion Manager: I work closely with the Shore Excursion Manager to align on all aspects of the tours, ensuring that all logistical, technical, and customer service needs are met. This includes signing the final tour settlements and confirming all operational details.
• Coordination with Port Authorities: I serve as the point of contact with port authorities to facilitate smooth operations at the port of call. I oversee the coordination of port and airport operations, ensuring that all schedules and safety requirements are adhered to, especially during the busy cruise season.
• Team Liaison for Praslin & La Digue Operations: I maintain constant communication with the local teams on Praslin and La Digue to ensure their readiness and coordination for the planned excursions. I ensure that all technical aspects are addressed, and that operations run smoothly at these locations.
• Contingency Operations & Rerouting: In the event of any disruption or changes to scheduled operations, I am responsible for quickly identifying and implementing alternative excursion options, particularly in cases of rerouting to the Seychelles. I ensure all concerned parties are informed, and that solutions are provided promptly.
• Team Coordination & Briefings: I ensure that all operational teams and guides are present and ready for their shifts. I conduct briefing sessions to ensure all parties are informed about the day's operations and any changes or updates.
• Invoice Management & Final Tour Settlement: I assist with the preparation of proforma invoices and ensure that all final tour settlements are cross-checked for accuracy. I take responsibility for verifying all financial details before the settlement is signed off.
• Meetings and Reporting: I actively participate in both internal and external meetings, where I provide updates on operations, discuss concerns, and contribute to planning. I also ensure that any issues that arise are addressed in a timely manner, with detailed reports sent to all relevant Cruise Ship Managers.
• In all my duties, I aim to provide a high standard of service, ensure efficient operations, and respond quickly to any issues, all while maintaining effective communication with the team and partners to deliver a memorable cruise experience.
• Come up with new strategies for Shore excursions to attract more Cruise ship Business.
• Promotes the destination and the company’s panel of services to incentive houses with the assistance of the marketing department, locally and abroad.
• Negotiates the best possible rates on behalf of clients and prepares attractive and competitive proposals to secure group, incentive, and cruise ship business. Optimises the markup through intelligent negotiations with suppliers and partners.
• Prepares creative programmes with detailed quotations and contracts and sends proposals promptly.

Operational Responsibilities:

• Runs the operation with a strong sense of accuracy and quality of service.
• Increases the number of groups, Cruise ships, and business volume according to objectives, while diversifying targets and services provided.
• Continuously tackles complaints with the aim of reducing the volume of complaints in the department.
• Follows up with clients on payments to avoid late payments or bankruptcies.
• Promotes and retails the maximum number of services, including services produced by the company (e.g. catamaran, cop lazare, speedboats).
• Maintains good relationships with suppliers, clients, agencies, and partners, keeping them informed about new opportunities and developments.
• Employed effective problem-solving techniques, increasing client satisfaction ratings.
• Developed customized proposals that addressed specific client needs, ultimately securing their commitment and loyalty.
• Exceeded sales targets by effectively managing a diverse portfolio of products and services.
• Consistently monitored sales performance metrics, adjusting tactics as necessary to achieve desired results.

Responsibilities:

• Ensure that allocated groups and cruise ship requests are handled as per request.
• Ensure that all requests are actioned promptly.
• Ensure that programmes prepared are full of exciting ideas and at the best possible rates in order to secure group/incentive business.
• Accompany tour leaders on inspection visits.
• Assisting Head of Department Cruise ship Bidding preparing excursion / Preparing working technical / Assist with Airport/ Port Operation during Cruise ship season / Liaising with Port Authorities / Making sure smooth operation / Liaising with the Praslin / La Digue Team for the working technical making sure smooth operation on their side / During contingency operation/ rerouting to Seychelles react quickly providing new alternatives excursion Liaising with all person concern . Send report / react quickly and solves issue occur on a timely manner . Making sure all Operation Team/ guide is Present on time / conduct Briefing / Send Proforma invoice / Cross check Final Tour Settlement . Conduct /Attending Cruise ship Meeting External and Internal .
  
• GROUP INCENTIVES PROCESS

Upon receipt of a request:
a) Acknowledge and send out a proposal to the Tour Operator/Incentive House within 24 hours. If unable to meet this deadline, inform the agent that the request is being processed.
b) Prepare a costing as per the brief with QII services using the set price parameter guidelines.
c) At the same time, prepare a cost breakdown with selling and buying prices for all services and forward it to the CFO for approval.
d) After approval, forward the proposal (Quotation + programme) to the clients (aim within 24 hours of receipt of the request).
e) Negotiate the best possible rates with hotels and other suppliers.
f) Keep the proposal in a Proposal File (or/and in archive files in the inbox, with a copy to the Manager).
g) Answer any queries that may arise.
h) Wait for a response from the Tour Operator and/or send reminders. Request and report the reasons for non-confirmation every time a group request is cancelled.
i) Report any problems that occur during the request's treatment.
j) Upon confirmation of acceptance of the proposal, open a file, update the charts both on the public system and the paper-based system in the office.
k) The group contract is sent to the Incentive House to be signed and returned. The group policy, payment conditions, and cancellation policy are clearly stipulated in the contract.
l) Book and confirm hotel accommodation and all services with local suppliers (internal/external).
m) Create a file number and input services into the company software system (provisional).
n) Prepare a Proforma Invoice for all services requested and forward it to the Agent.
o) The invoice is audited by the Manager for accuracy before being forwarded to the Agent.
p) Request the first payment to secure the booking and monitor receipt of payment, liaising with Debtors.
q) Liaise with various departments regarding local arrangements and services such as transport, excursions, etc.
r) Prepare and circulate a technical and organisational in-house meeting with all concerned prior to the group’s arrival.
s) Confirm services on Juniper prior to the group’s arrival.
t) Draw up a checklist of all that is required to be accomplished in time for the arrival of the group.
u) Print out vouchers and itineraries and forward vouchers to relevant suppliers (internal/external).
v) Enter details into the manual file and prepare pochettes if applicable.
w) Meet and Greet on arrival (be at the airport or port at least half an hour prior to the arrival of the flight/ship to double-check that all is in order).
x) Liaise closely with the Representative or Tour Leader when the group is in-house. If there are special evenings or excursions, ensure that someone is present to assist the group at all times and to attend to the functions, ensuring that suppliers are providing the standard of service requested. Ensure, as well, that an LPO signed by the Manager has been issued, if requested.
y) If the group has requested group check-in, ensure that all preliminary arrangements with the Airport/Duty Officer, Airline, and Airport Security Police are in order.
z) See off the group on departure.

Do any amendments in the file and Juniper and prepare the final invoice to the Tour Operator.
Ensure that the closed file is forwarded to the accounts department within a week after the group’s departure.
Send an email to the Agent asking for comments about our services.

• As a key member of the shipboard management team, I was entrusted with leading a dynamic team, combining an outgoing and energetic demeanor with a strong passion for delivering exceptional service. I consistently strived to exceed industry standards, ensuring both guest and team satisfaction while demonstrating exemplary problem-solving abilities.
• My role centred on achieving operational goals, with a particular focus on maintaining the highest levels of training, leadership, development, and performance recognition for the team. I empowered my staff by providing them with the necessary tools and training to succeed, thereby fostering a positive and productive working environment.
• A key aspect of my responsibilities was to meet and engage with guests, ensuring they had memorable and enjoyable vacation experiences. I also participated in management meetings where new strategies were discussed to enhance service delivery and achieve KPIs.
• In addition, I supported the team in handling difficult guest interactions, ensuring that all concerns were addressed in a professional manner.
• I maintained accurate accounts and conducted daily reports to verify totals. Furthermore, I mentored and trained new hires, cultivating a supportive work environment conducive to professional growth and success.
• Providing the Team with action Plan during cancellation of Port of call due to bad weather condition / COVID situation / onboard/ Death onboard / Missing person .
• Preparing appraisal for the team.

• Assisting Front Desk Manger with Administrative work such as filling preparing daily reports, team schedule, managing budget team performance appraisal, balancing team cash float making sure no shortage and overage
• Assisting the Front desk team in dealing with difficult guests making sure guest issues is resolve in a timely manner and guest satisfaction
• Establishes and drives a positive working environment and focuses on operational goals where training, leadership, development and recognizing overall team performance are paramount
• Leading by example and from the Front of the house, assists the Front Desk Manager in being the ships delivering outstanding Customer Service.
• Assist with Selling shore Excursion onboard .
• Assisting with crowd Management during dispatching of Shores Excursion in Ports of Call.

• Responsible for delivering the Wow
• Demonstrating exemplary problem resolution skills to ours guests at all times. Preparing departure manifest and consecutive gathering and administrative duties, Manages the onboard luggage valet program and coordinate the departure process with Pier Coordinator . Communicate with our Port Agent and Pier Coordinator for any lost and damage luggage and Departure Manifest. ensuring a smooth and seamless departure process for all guests. Clear Departure Process and on time. Actively listens and extends assistance in order to resolve all guest issues and concerns regarding their lost luggage by their Airline , work closely with their Airline to ensure the luggage is found and delivered fast to the right Port of call so that guest can continue enjoy their vacation.

• Exemplary problem-resolution skills to our guests at all times
• Responsible for delivering outstanding vacation experiences for the guests going above and beyond using my empowerment
• Demonstrating exemplary problem resolution skills
• Actively listened and extended assistance forwarding their complaint to the right division and follow up making sure the issues is resolve on a timely manner and guest satisfaction
• Dealing with guest payment cash float other foreign currencies, Make reservation for their excursion , Specialty dinning.
• Assist Guest inquiry over the phone and direct.
• Administrative duties.
• Assisting selling the Shore Excursion for the Port of Call
• Balancing float at the end of the shift.

• I was responsible for ensuring that all guests checked in had the necessary documentation for travel.
• Additionally, I was tasked with assigning seats on the aircraft and collecting departure fees based on the final destination of the flight.
• I assisted with the boarding process, ensuring that all documentation was accurate and that flights departed on time.
• Made public announcements for boarding and provided personalised check-in services for VIP guests, as well as for private flights.
• assisted in providing the Captain and Immigration authorities with the final passenger list
• Performed various administrative duties as required.

• I was responsible for ensuring that all guests who checked in had the necessary documents for travel, as well as assigning seats on the aircraft.
• I supervised and trained junior staff, calculated the aircraft manifest, and assisted with the boarding process.
• Additionally, I made public announcements for boarding, assisted with difficult passengers, and ensured the proper balancing of the staff float at the end of each shift.
• Liaise with Air Seychelles Praslin team/ International Team delay flight .
• I also prepared daily reports to document the activities and status of operations.

• As part of my responsibilities, I ensure that all guests have the required documents to travel prior to check-in.
• Assign seats on the aircraft in accordance with their preferences and flight requirements.
• I am also tasked with calculating the aircraft manifest and assisting with the boarding process, ensuring that all passengers board in an orderly manner.
• I make public announcements during the boarding process to ensure clear communication with all passengers.
• Further duties include assisting with reservation and performing various administrative tasks as required.

• Responsible for preparing for special event that took place at the Resort, Travel agent visit or any group visits give them tour of the Resort explains the product of the resort
• Preparing the special event that took place at the Resort
• Guest special request and attend meeting with tour operators.

• Responsible for achieving and exceeding sales goals and highly developed promotional and visual skills.
• Promotes the highest possible quality retailing standards and informs customers about current special and promotions, their advantages and process all sales in quick and efficient manner.
• Marketing the product .
• Assisting guest request .

• Making sure we have enough items in stock, making order and balance float at end of the day.
• Daily report .
• End Year report .