Cruise Sales Representative

3 days ago

Miami, United States Norwegian Cruise Line Holdings Ltd. Full time
Job Summary

We are seeking a highly skilled and customer-focused Cruise Sales Representative to join our team at Norwegian Cruise Line Holdings Ltd. As a key member of our passenger services team, you will be responsible for promoting and selling Oceania Cruise voyages to direct guests, handling inbound and outbound calls to drive sales profitability while providing exceptional customer service.

Key Responsibilities
  • Utilize a professional and enthusiastic phone voice to establish and maintain trusted relationships with U.S. and Canada direct guests, consistently following established call processes.
  • Provide detailed information to guests regarding cruise reservations, including itinerary, payment requirements, cancellation policies, air, hotel, transfers, shore excursions, shipboard services, facilities, and more.
  • Develop and retain complex knowledge about cruise itineraries, pricing, and promotions to effectively communicate with guests.
  • Obtain accurate authorization for payments and ensure confidentiality and security measures are in place.
  • Offer guidance on travel requirements and documentation needed, such as passports, visas, and certificates of vaccination.
  • Meet departmental standards for average speed of answer and conversion rate on a daily and monthly basis.
  • Follow up with guests to close options, discuss payment requirements, rebooking opportunities, and other sales opportunities, responding to all voicemails and emails within 24 hours.
  • Assist guests with destination inquiries, making arrangements for transportation, hotel accommodations, shore excursions, dining, and accessibility requests.
  • Offer value-added services by suggesting reasonable upsell opportunities while exceeding guests' expectations.
  • Perform other job-related functions as assigned.
Qualifications

We require a High School Diploma and at least 1 year of previous sales experience, preferably in a cruise sales environment. A minimum of 6 months of cruises sales experience in the Oceania Cruises passenger services team is also necessary.

Competencies/Skills
  • Outstanding organizational and customer-service skills.
  • Ability to meet deadlines and work within a fast-paced, sales-driven environment.
  • Team player with the ability to work independently to build and maintain client relationships.
  • Proficiency in Microsoft Office, including Word, Outlook, and Excel.
  • Multilingual skills, particularly in English, Spanish, and French, are preferred.
  • Ability to work scheduled shifts as assigned, including weekdays and weekends.

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