Reservations Consultant

3 weeks ago

Hollywood, United States Scenic Group Full time
Job DescriptionJob Description
From humble beginnings in Newcastle, Australia, to a global company with business centers in Australia, New Zealand, Switzerland, USA, Canada, and the UK, Scenic is a true success story within the travel industry. The Scenic story began in 1986, when our founder began operating coach tours throughout Australia, quickly expanding into New Zealand, Norfolk Island, and South Africa. By the end of the decade Scenic was hosting tours to Canada and Alaska, and in 2008 we launched our unique Space-Ships and began offering luxury all-inclusive river cruises throughout Europe.  Emerald Cruises was formed in 2013. Scenic entered a new chapter in its journey with the launch of its first ocean-cruising vessel, Scenic Eclipse debuting in August 2019 and the Emerald Azzurra debuting in 2021.   In 2023, Scenic and Emerald each added new ocean-cruising vessels to the fleet with Scenic Eclipse debuting in Spring 2023 and Emerald Sakara in August 2023.

RESERVATION CONSULTANT – SALES AGENT GLOBAL
Build a career with a global company.  Supportive Leadership Team & Company Culture.
Do you have a desire to deliver exceptional travel experiences to your guests?  Love talking about amazing luxury travel destinations such as Europe, Africa, South America and Antarctica to name a few?  Have exceptional communication, customer service and sales skills?  Able to problem-solve and work directly with guests and travel advisor partners to deliver 5-star quality service? …… Then we are looking for you  
We are currently recruiting for home-based Reservation Agent positions for our Inbound Contact Center team.   

This is a part-time phone-based role so you must be a great communicator with sharp listening skills. Saturday (10:00am to 6:00pm EST) and Sunday (10:00am to 4:00pm EST now (will eventually move to 10:00am to 6:00pm EST).    
We offer training with our experienced leaders who will give you all the tools and continued guidance that you need to be a successful Reservation Agent.
Essential Functions for this role:
  • Deliver exceptional guest experience either over the phone or via email
  • Process sales calls to close new individual sales for direct guest and travel advisors
  • Answer detailed questions regarding various itineraries, ships and land programs offered by Scenic Luxury Cruise & Tours and Emerald Cruises
  • Accurately quote rates, promotions, flights utilizing Sabre software and general information regarding the ships, onboard experiences, and itineraries
  • Follow sales techniques to close sales and maximize company revenue
  • Utilize techniques to upsell suite categories, add hotel packages and additional ancillary products
  • Effectively communicate and follow-up with guests and travel advisors to collect payment
  • Develop positive working relationships with various departments and staff worldwide
  • Adhere to company policies and guidelines including attendance and workforce adherence
  • Provide 5-star service at all times to our direct guests and travel advisor partners
  • Achieve monthly KPI’s which include minimum guests booked, attendance adherence and successful call monitoring.


Other duties within this role:

This job description is not designed to cover all of the comprehensive duties and responsibilities of the Reservation Agent role.   Duties and responsibilities my change at any time with limited notice.
 
About YOU
Your skill set will include:
  • Positive, can-do attitude
  • Reliable and self-motivated
  • Able to work with minimal supervision
  • Excellent communicator with colleagues, leaders, direct guests & travel advisors
  • Highly organized and able to prioritize assigned tasks for optimal use of time
  • A drive for delivering an excellent guest experience
  • Exceptional problem-solving skills, accuracy and a high attention to detail
  • Quick learner with a desire to develop & grow within a collaborative team environment
  • Team-oriented and results-driven
  • Competent computer skills
  • Able to multi-task and handle projects in-between calls
  • Participate in and adapt to an ever-changing environment
  • Experience with an ocean-cruising company; luxury travel experience preferred
  • Experience with Sabre flight software a plus
     
It is desirable for you to have:
  • Experience in a call center (customer service/hospitality environment)
  • Experience in the Cruise Industry or Travel industry
  • Schedule availability: 
    • Our Contact Center is open 7 days a week.  Your work shift will be Saturday (10:00am to 6:00pm EST) and Sunday (10:00am to 4:00pm EST now (will eventually move to 10:00am to 6:00pm EST)
    • Reservation Agents located in Mountain Standard Timezone & Pacific Coast Timezone will work a 9:00am to 5:00pm (or 9:15am to 5:15pm PST shift).
       
Training Environment:
Training will take place virtually for approximately four to six weeks.  You will receive in-depth training including quizzes to measure success with the program.   Reservation Agents are expected to arrive on time and be prepared to learn.

Work Environment:
This is a Work-From-Home Reservation Agent position.  Home-based office environment must be quiet with no outside noise or interruptions.   Call Center Operations are Monday through Friday (9:00am to 8:00pm EST), Saturday (10:00am to 6:00pm EST) and Sunday (10:00am to 4:00pm EST now (will eventually move to 10:00am to 6:00pm EST).    Please note, Reservation Agents located within the Mountain Standard Timezone and Pacific Coast Timezone will be a permanent 9:00am to 5:00pm (or 9:15am to 5:15pm) PST shift.

Scenic Tours USA, Inc. offers very attractive compensation package including a competitive salary and rich benefits package including, Medical, Dental and Vision coverage, Life Insurance, Short Term and Long Term Disability coverage and a 401k plan with a company match.

Scenic Tours USA, Inc. is an Equal Opportunity Employer.
 

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