Reservations Supervisor

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 a Reservations Supervisor to lead the team in the new West Palm Beach office. This is a genuine leadership seat with room above it, not a senior agent title.

What you will do

• Lead the day to day reservations operation, including coverage, scheduling and service standards across US and overseas team members
• Coach the team on consultative selling, not order taking. Guests here are choosing between a cruise and a villa, and the conversation matters
• Own the numbers: conversion, call and email response times, booking value and service levels, and report on them credibly
• Handle the bookings that need a steady hand, including VIPs, repeat guests, travel advisor escalations and anything complicated
• Tighten the process. Find the manual steps, the reporting gaps and the automation nobody has built yet, and fix them
• Partner with Sales, Revenue Management and the onboard team so what is promised ashore is what happens on board
• Hire, onboard and develop the team as the office and the fleet expand

What we are looking for

• Supervisory or team lead experience in reservations, guest services, front office or a travel contact centre, ideally in luxury hospitality or luxury travel
• A luxury service instinct. Five-star hotel, private club, resort or luxury travel background all translate directly
• Comfort with reporting and systems. You should like a dashboard, not tolerate one, and be strong in Excel and on a reservations or property management platform
• Experience coaching people to a standard rather than simply managing a queue
• Excellent written and spoken communication, and the judgment to know which is which
• A second language is a plus, as is experience with overseas or remote team members

Hours and location

This is a full time, in-office role based in downtown West Palm Beach. The reservations team covers an 8:00 AM to 8:00 PM weekday window, plus a rotating Saturday shift from 10:00 AM to 2:00 PM, and owning that coverage schedule is part of this seat.

Dress code

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

Why people take this job

Small-vessel luxury is a different business from mass-market cruise. Fewer guests a voyage means fewer transactions handled with more care, and repeat bookings that prove it. You are joining as the office is being built, so how this function works is largely going to be how you decide it works.

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