Job Description:
Job Summary
Crystal Cruises is seeking a highly motivated and experienced professional to join our Trade Reservations Team. As a core member of our high-performance inbound sales team, you will drive revenue growth by closing cruise sales from inbound calls and supporting our valued Travel Partners. This role is ideal for someone with strong sales acumen, a passion for luxury travel, and a deep commitment to service excellence.
Essential Job Duties
- Meet or exceed sales goals by booking luxury cruises and optional packages (air, hotel, land, insurance).
- Handle inbound phone calls with professionalism, courtesy, and efficiency.
- Demonstrate strong product knowledge and confidently answer questions about Crystal Cruises ships, destinations, itineraries, and policies.
- Ensure complete accuracy in all bookings and call documentation.
- Maintain an abandonment rate to the minimum by answering calls promptly.
- Maximize conversions even on non-booking calls by collecting complete profile data in OneIS.
- Monitor and manage confirmation emails and resolve issues promptly.
- Review incoming department emails and route them appropriately.
- Assist travel partners with questions, troubleshooting, and updates on new or existing bookings.
- Provide top-tier service to direct guests and Travel Partners using a consultative approach.
- Collaborate across departments to ensure seamless cruise booking and service experience.
- Utilize CRM and reservation systems to maintain guest history and follow-ups.
- Actively participate in ongoing training and sales performance development.
- Stay updated on Crystal’s offerings and travel requirements (e.g., visas, vaccines).
- Recommend improvements to processes, systems, and guest experience.
- Support departmental and company-wide sales initiatives and projects.
- Performing other job-related functions as assigned.
What We Offer
- Competitive compensation + performance incentives.
- Travel perks and exclusive discounts.
- Training and career development in a luxury travel environment.
- A supportive and collaborative team culture.
- Opportunity to represent a prestigious cruise brand.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.
Competency
Education: College Degree Preferred.
Experience: Minimum 1 year of sales experience in a call center environment. 2 years’ sales and luxury customer service experience preferred.
Skills/Qualifications:
- Strong verbal communication skills including professional telephone etiquette.
- Strong customer service skills.
- Ability to answer calls in a timely and professional manner and deliver the high-quality service that is required of a Crystal Cruises representative.
- Excellent interpersonal skills and ability to tactfully deal with difficult travel agents and guests.
- Must possess a courteous, positive, team-player attitude.
- Must be able to provide knowledgeable, friendly, and efficient service.
- Responsible for maintaining thorough knowledge of product, policies, and procedures.
- Demonstrated knowledge of Microsoft Office applications, CRM system, and experience with travel reservations systems a plus.
- Demonstrate an ongoing effort to secure reservations by requesting to reserve a new booking on all rate quotes.
- Ability to quickly learn and maintain current knowledge of Crystal Cruises’ products and services.
- Within reasonable accommodation, ability to view and read PC monitor, training, and reference material, as well as operate keyboard and PC mouse.
- Within reasonable accommodation, ability to remain seated for extended period, determined by length of scheduled shift.
- Flexible with working any schedule, including late shifts and weekends.
Work Environment
Works in a typical office environment with quiet-to-moderate noise generated by computer printer, fax machine and light traffic.
Physical Demands
Requires sitting, standing, walking, bending, and reaching. May require lifting or pushing up to 25 pounds. Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment.
Expected Hours of Work
The position is full-time working from Monday – Friday with multiple shift options and occasional weekends. Occasional need for Overtime may be required. #LI-Hybrid
EEO Statement
Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.