Reservations Agent

Job Description

Job Description

Our client is an award-winning luxury cruise line with one of the most loyal guest followings in travel. Their ships are small by industry standards, 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, shore excursions 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

Hours and schedule

This is a full time, in-office role based in downtown West Palm Beach.

• During training, hours are 9:00 AM to 6:00 PM, Monday to Friday, with a one hour lunch. Training begins with company and product training alongside other new team members, then moves into reservations-specific training on the booking and phone systems, the voyages and destinations, and listening in on live calls.
• After training, you will be assigned a regular shift within the team's 8:00 AM to 8:00 PM weekday coverage window.
• There is also a rotating Saturday shift, 10:00 AM to 2:00 PM. In any week you are scheduled for a Saturday, those hours come off your weekday schedule so your total stays at 40 hours.

Dress code

Polished business attire. Jeans, sneakers and sandals are not permitted.

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.

Benefits

• Medical, dental, and vision insurance
• Short- and long-term disability, life, and long-term care coverage
• Paid time off, including vacation, sick and personal days, company holidays, floating holidays, and bereavement leave
• Two weeks of complimentary travel for you and a companion, per year
• Friends and family travel rates after six months of employment