Reservations Agent

Our client is an award-winning, family-owned luxury cruise line that has spent more than two decades quietly redefining small-ship travel. Their yachts carry roughly one hundred guests, which changes everything: crew learn names, guests come back year after year and ask for people by name, and the experience is built around the individual rather than the itinerary. The fleet is growing and a new commercial office is opening in West Palm Beach, so this is the rare chance to join an established luxury brand at the beginning of a new chapter.

They are hiring Reservations Sales and Service Agents for the new West Palm Beach office. You will handle incoming enquiries and bookings from guests and travel advisors, and the difference between this and a large reservations centre is volume. Fewer conversations, handled properly, for people who notice the difference.

What you will do

• Handle incoming calls and emails from guests and travel advisors, and convert enquiries into bookings
• Advise on voyages, itineraries, staterooms, land adventures and what a guest will actually experience
• Build and manage bookings accurately end to end, including payments, documentation and changes
• Look after repeat guests and travel advisor relationships with genuine care
• Resolve the odd problem calmly and follow through until it is closed
• Keep records clean and hit service and conversion standards

What we are looking for

• Reservations, front office, guest services, concierge or contact centre experience, ideally in luxury hospitality or luxury travel
• Hotel, resort, private club, spa, yacht, villa, private aviation or travel agency backgrounds all translate well
• A warm, unhurried phone manner and clear, well-written email
• Accuracy with detail, because a booking error is a guest's holiday
• Comfort with a reservations or property management system and with Excel
• Sales instinct. This is a service role that closes business
• A second language is a plus

Why people take this job

This is a way into luxury cruise on the commercial side, in a brand new office, with a clear path forward as the fleet and the team grow. It is also one of the few reservations roles where you have time to do the job properly.