Head of Guest Services

As Director of Trade Reservations, you will be second in charge of overseeing the entire trade call center operation and ancillary services for the USA, with potential scope of overseeing global trade call centers. You will lead and manage the reservations team, ensuring seamless operations, exceptional customer service, and strategic growth in trade reservations.

This role is pivotal in developing and maintaining relationships with travel trade partners, optimizing reservation processes, and driving sales performance to provide the necessary level of service and staffing to properly deliver the level of luxury and experience that our guests and travel partners expect from Crystal Cruises.

Creating and developing a leading team of reservation agents to achieve sales targets and service travel agent bookings.

Develop, vet, and distribute processes, procedures, talk tracks, conversion tools, KPIs and metrics related to contact center performances, and ensure all service components are managed and met.

Support and manage sales activities in accordance with board provided targets and expectations.

Set performance goals and conduct regular reviews.

Responsible for recruiting, hiring and training including but not limited to reservation consultants, resolutions desk, reservations admin, and other support related roles.

Work closely with Heads of Trade Sales and Consumer Sales to ensure cross functional collaboration is maintained a key importance within our organization for excellence.

Work closely with the IT team to ensure necessary technology applications and services are in place to be successful.

Collaborate with the sales team to support strategic agency relationships.

Analyze booking trends, conversion rates, cancellation patterns, and market performance to identify opportunities for increased sales effectiveness.

Monitor reservation workflows, call queues, service levels, booking accuracy, and processing times to ensure optimal operational performance.

Education: bachelor’s degree required or equivalent experience.

5+ years of management experience in travel industry sales.

Extensive international destination knowledge, including Crystal destinations preferred.

Existing travel industry sales relationships on a national level.

Demonstrated track record of sales success required with a leading luxury travel company.

Strong leadership, coaching, and team development skills.

Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint programs.

Ability to multi-task and thrive in a fast-paced environment where strategic brand-building efforts are priority - start-up experience a plus.

Works in a typical office environment with quiet-to-moderate noise generated by computer printer, fax machine and light traffic. Travel may be required.

Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment.

The position is full-time and frequently requires working additional time outside of normal business hours.

We celebrate diversity and are committed to creating an inclusive environment for all employees.

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