HybridHybrid: in office Monday through Thursday; remote work Friday through Sunday.
Sales & Account ManagementAccount Executive
About the job
Requirements
Candidates should have experience with an ocean-cruising company; luxury travel experience is preferred.
Candidates should have strong computer skills and the ability to navigate multiple systems.
Candidates should be able to work with minimal supervision.
Candidates should be able to prioritize assigned tasks and manage multiple priorities while maintaining guest experience and attention to detail.
Candidates should have strong listening, communication, problem-solving, and organizational abilities, with accuracy and attention to detail.
Candidates should be comfortable working in a fast-paced, performance-driven sales environment and pursuing sales closures and upsells.
Candidates must be available for shifts within the stated weekday and weekend operating hours, including rotating weekend work as needed.
Candidates must be able to work a hybrid schedule, with office shifts Monday through Thursday and remote shifts Friday through Sunday; the home-based office must be quiet and free of outside noise or interruptions.
Candidates are expected to arrive on time and be prepared to learn during approximately four to six weeks of virtual training.
Responsibilities
Deliver guest service over the phone or by email.
Convert inbound sales inquiries into confirmed bookings for direct guests and travel advisor partners.
Answer detailed questions about itineraries, ships, land programs, onboard experiences, and itineraries offered by Scenic Luxury Cruise & Tours and Emerald Cruises & Tours.
Use Sabre software to quote rates, promotions, and flights, and provide general information about ships and travel itineraries.
Use consultative sales techniques to maximize conversion, revenue, and guest satisfaction.
Identify opportunities to enhance guest experiences through suite upgrades, hotel packages, air, and ancillary products.
Communicate and follow up with guests and travel advisors to collect payment.
Develop positive working relationships with departments and staff worldwide.
Follow company policies and guidelines, including attendance and workforce adherence.
Meet monthly performance goals for sales conversion, revenue, guest bookings, quality assurance, schedule adherence, and attendance.
Participate in and adapt to an evolving work environment.
Desired Qualifications
Experience in a call center or customer service/hospitality environment.
Experience in the cruise or travel industry.
Experience with Sabre flight software.
Scenic started as a small Australian coach tour company in 1986. It has since grown into a global travel leader, offering river cruises, ocean cruises, and tours to destinations worldwide. With a fleet of luxury vessels and a commitment to exceptional experiences, Scenic continues to redefine the travel industry.
RESERVATIONS CONSULTANT – INBOUND LUXURY TRAVEL SALES Build a career with a global company. Supportive Leadership Team & Company Culture. Do you have a passion for luxury travel and delivering exceptional guest experiences? Love speaking about incredible destinations such as Europe, Africa, South America, and Antarctica? Are you a confident communicator with strong sales instincts, problem-solving abilities, and a passion for building relationships? If so, we’d love to hear from you.
We are currently recruiting for Reservations Consultant positions for our Inbound Contact Center team. This is a full-time HYBRID position with in-office collaboration Monday through Thursday and remote work flexibility Friday through Sunday. This is a sales-focused position responsible for converting inbound inquiries into confirmed bookings while delivering an exceptional luxury guest experience. Successful candidates must be confident communicators with strong listening skills, a passion for sales, and the ability to build rapport and identify guest needs through meaningful conversations.
We offer training with our experienced leaders who will give you all the tools and continued guidance that you need to be a successful Reservation Consultant. Essential Functions for this role:
Deliver exceptional guest experience either over the phone or via email
Convert inbound sales inquiries into confirmed bookings for both direct guests and travel advisor partners
Answer detailed questions regarding various itineraries, ships and land programs offered by Scenic Luxury Cruise & Tours and Emerald Cruises & Tours
Accurately quote rates, promotions, flights utilizing Sabre software and general information regarding the ships, onboard experiences, and itineraries
Utilize consultative sales techniques to maximize conversion, revenue, and guest satisfaction
Identify opportunities to enhance the guest experience through suite upgrades, hotel packages, air, and ancillary products
Effectively communicate and follow-up with guests and travel advisors to collect payment
Develop positive working relationships with various departments and staff worldwide
Adhere to company policies and guidelines including attendance and workforce adherence
Provide 5-star service at all times to our direct guests and travel advisor partners
Achieve monthly performance goals including sales conversion, revenue targets, guest bookings, quality assurance standards, schedule adherence, and attendance expectations.
This job description is not designed to cover all of the comprehensive duties and responsibilities of the Reservation Consultant role. Duties and responsibilities may change at any time with limited notice.
About YOU Your skill set will include:
Positive, can-do attitude
Reliable and self-motivated
Comfortable working in a fast-paced, performance-driven sales environment
A drive for closing sales and upselling guest experiences (suites/extensions/pre/post hotels)
Able to work with minimal supervision
Excellent communicator with colleagues, leaders, direct guests & travel advisors
Highly organized and able to prioritize assigned tasks for optimal use of time
Passion for delivering excellent guest experience
Exceptional problem-solving skills, accuracy and high attention to detail
Quick learner with a desire to develop & grow within a collaborative team environment
Team-oriented and results-driven
Strong computer and multi-system navigation skills
Ability to manage multiple priorities while maintaining exceptional guest experience and attention to detail
Participate in and adapt to an ever-changing environment
Experience with an ocean-cruising company; luxury travel experience preferred
Experience with Sabre flight software a plus
It is desirable for you to have:
Experience in a call center (customer service/hospitality environment)
Experience in the Cruise Industry or Travel industry
Schedule availability:
Our Contact Center is open 7 days a week. Your shift can fall anytime between 9:00am to 8:00pm EST Monday through Friday
We rotate Saturdays & Sundays as needed (10:00am-6:00pm EST)
Please note: This is a HYBRID schedule so shifts Monday through Thursday are in the office; Friday through Sunday are remote workdays.
Training Environment: Training will take place virtually for approximately four to six weeks. You will receive in-depth training including quizzes to measure success with the program. Reservations Consultants are expected to arrive on time and be prepared to learn.
Work Environment: This is a HYBRID schedule so shifts Monday through Thursday are in the office; Friday through Sunday are remote workdays. Home-based office environment must be quiet with no outside noise or interruptions. Call Center Operations are Monday through Friday (9:00am to 8:00pm EST), Saturday & Sunday (10:00am to 6:00pm EST).
Office location: 4000 Hollywood Blvd. Suite 625-S Hollywood, FL 33021
Scenic Tours USA, Inc. offers very attractive compensation package including a competitive salary and rich benefits package including Medical, Dental and Vision coverage, Life Insurance, Short Term and Long Term Disability coverage and a 401k plan with a company match.
Scenic Tours USA, Inc. is an Equal Opportunity Employer.