Job Description
JOB SUMMARY:
The Cruise Vacation Planner - Outbound Sales is a revenue-generating sales professional responsible for developing relationships with new-to-Cunard and returning guests and converting qualified opportunities into deposited Cunard voyages. Representing one of the world's most iconic luxury travel brands, the CVP delivers a highly personalized, consultative sales experience reflective of Cunard's legendary White Star Service.
Through proactive outbound engagement, thoughtful discovery and expert product knowledge, the CVP recommends voyages and accommodations that best align with each guest's preferences while identifying appropriate opportunities to elevate the experience, including Britannia Club, Princess Grill and Queens Grill. The CVP owns assigned leads throughout the sales journey, maintains disciplined follow-up and accurate CRM documentation, and develops a portfolio that generates repeat and referral business while actively acquiring new-to-Cunard guests.
Success is measured through revenue, deposited bookings, conversion, productivity, new-to-Cunard acquisition, repeat business and the quality of guest relationships developed. The CVP is expected to remain current on Cunard ships, itineraries, accommodations, promotions, policies and operational updates and to share guest insights and sales barriers with leadership.
ESSENTIAL FUNCTIONS:
- Proactively convert qualified new-to-Cunard and returning guest opportunities into deposited bookings. Manage assigned outbound leads, calls, emails and scheduled appointments from initial outreach through deposit or documented disposition, while meeting or exceeding individual revenue, booking, conversion and productivity targets.
- Develop an ongoing portfolio of new and returning guests that drives repeat business, referrals and loyalty, with specific focus on both new-to-Cunard acquisition and past-guest re-engagement. Personalize outreach using guest history, preferences and prior interactions.
- Document guest preferences, interactions, appointments, follow-up activity and opportunity status accurately and timely in approved systems. Maintain disciplined follow-up and comply with company policies, privacy requirements, payment procedures and reservation standards.
- Share recurring guest objections, competitive feedback, inventory or pricing barriers, campaign feedback, product gaps and other sales obstacles with Sales Coaches, leadership and appropriate business partners to help improve conversion, revenue performance and the guest journey.
- Share recurring guest objections, competitive feedback, inventory or pricing barriers, campaign feedback, product gaps and other sales obstacles with Sales Coaches, leadership and appropriate business partners to help improve conversion, revenue performance and the guest journey.
- Performs other job-related duties as assigned.
- Adheres to Corporate Policies and Procedures, including Code of Conduct, Audit Procedures and any control related responsibility for financial data entered, stored, or reported via business systems within employee's control
KNOWLEDGE, SKILLS, & ABILITIES:
- Independently manages an assigned portfolio of prospective new-to-Cunard and returning guests, outbound leads, follow-up activity, and sales opportunities within established processes and performance targets. Responsible for converting qualified opportunities into deposited Cunard voyages and developing repeat and referral business.
- Resolves routine to moderately complex sales and guest needs involving objections, pricing questions, inventory availability, promotions, booking options, and changing travel preferences. Applies product knowledge, approved policies, available tools, and sound judgment to identify solutions, maintain momentum toward the sale, and escalate when appropriate.
- Directly impacts deposited bookings, net revenue, conversion, new-to-Cunard acquisition, repeat business, referral generation, and guest loyalty. Accurate information, effective discovery, disciplined follow-up, and successful closing contribute directly to individual and team sales performance and the Cunard guest experience.
- Individual contributor with no direct reports. Demonstrates ownership of individual results, professionalism, and Cunard's White Star Service standards. Collaborates with Sales Coaches, peers, and cross-functional partners, shares guest and sales insights, and contributes successful practices that support team performance.
QUALIFICATIONS:
- High school diploma/GED or equivalent relevant experience.
- Minimum 2 years of demonstrated sales experience in a goal- or quota-driven environment, preferably in travel, hospitality, premium/luxury retail, automotive, financial services or another high-touch customer environment.
- Proven ability to meet or exceed individual sales, revenue, booking, conversion or similar performance targets.
- Strong consultative selling skills, including discovery, active listening, objection handling, influencing, closing and relationship development.
- Ability to build and manage a lead or guest portfolio, maintain disciplined follow-up and generate repeat and referral business.
- Strong verbal, written and interpersonal communication skills with the ability to communicate confidently and professionally with discerning guests and internal business partners.
- Strong organization, prioritization and time-management skills; able to work independently in a remote sales environment and remain accountable for results.
- Strong computer aptitude and ability to learn and use CRM, reservations, email and productivity applications.
Preferred:
- Cruise, travel, luxury hospitality or premium leisure sales experience.
- Luxury or ultra-luxury service/sales experience and demonstrated ability to serve affluent, high-value or highly discerning clientele.
- Previous outbound telephone sales experience and experience converting digital, marketing or assigned leads into deposited business.
- Working knowledge of cruise products, destinations, fare structures, promotions and premium accommodation upselling.
- Experience with systems such as POLAR, Siebel, Salesforce, Outlook or comparable platforms.
- Experience using guest data and CRM notes to personalize outreach and develop long-term customer relationships.
- must be local to the Miami office
Benefits
- Cruise and Travel Privileges for You and Your Family
- Health Benefits
- 401(k)
- Employee Stock Purchase Plan
- Training & Professional Development
- Tuition & Professional Certification Reimbursement
Our Culture… Stronger Together
Our highest responsibilities and top priorities are compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at:
https://www.princess.com/aboutus/culture-framework/.
Princess/Cunard is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Americans with Disabilities Act (ADA)
Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact careers@carnival.com.