Job Description

Essential Functions

• Promotes sales to Travel Agents and the Trade community by engaging with agents and partners on inbound calls, acting on leads, and/or prospects to identify travel needs, present/explain our products, and make travel recommendations.
• Establishes and maintains quality relationships by delivering exceptional guest service, establishing rapport, identifying and meeting guest needs and expectations, including meeting guest retention goals, and following up with guests as necessary to close sales and meet/exceed revenue goals.
• Service our travel partners and guests through every aspect of the reservations process, including promoting air, hotel, transfers, and Travel Protection.
• Builds and maintains effective relationships with new and existing agency partners.
• Manage trade prospect lists/contact database to identify client travel trends; Proactively and consistently seek opportunities to promote and sell products based on guest travel history.
• Use in-depth industry and company knowledge to articulate cruise product features, benefits and pricing, and make recommendations to include promotions, itineraries, and auxiliary products such as suite upgrades and shipboard amenities.
• Attends and actively participates in daily team meetings, lineups, and trainings to enhance knowledge of internal processes, products, and destinations
• Always maintain courteous & professional telephone etiquette, adhering to our standards.
• Exercise of discretion and independent judgment concerning all aspects of job functions.
• Perform other job-related functions as assigned.

Competency

Education:

• Minimum 2-year college degree or 3 years’ experience equivalent

Skills & Experience:

• A minimum of 2 years of Customer Service and Sales experience required, ideally from a luxury cruise background
• Experience working with the Travel Trade is preferred
• Excellent written and verbal English communication skills
• Bilingual: Spanish; Portuguese is a plus
• Must commit to delivering a high level of guest service
• Familiarity with managing within several different technology platforms, including Salesforce, Central Reservations Systems, and the Office 365 suite, with proficiency in Excel
• Ability to maintain positive, pleasant behavior while engaging customers & colleagues
• Ability to learn and understand policies & procedures to make reservations and assist callers with each aspect of the booking process
• Maintain a strong desire to learn all aspects of the product, including land, air, hotel, and shore excursion, to sell and service each reservation effectively
• Ability to maximize opportunities to increase sales revenue by offering additional amenities and ancillary products
• Ability to follow our exclusive Sales Process

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