Director of Trade Reservations & Guest Services USA

Job Summary

As Director of Trade Reservations & Guest Services, you will be second in charge of overseeing the entire trade call center operation for the USA with the potential scope of overseeing Global trade call centers. We are looking for someone to 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 guest and travel partners expect from Crystal Cruises.

Essential Job Duties

• Lead, mentor, and develop a high-performing reservations team.
• Creating and develop 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.
• Responsible for the overall appearance, quality, and level of professionalism exerted by Crystal staff and representatives.
• Set performance goals and conduct regular reviews.
• Responsible for properly staffing reservations and sales support channels including but not limited to reservation consultants, resolutions desk, reservations admin, documentation, and other support related roles.
• Works 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.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.

Work Environment

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

Physical Demands

Requires sitting, standing, walking, bending, and reaching.  May require lifting or pushing up to 25 pounds.  Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment. 

Expected Hours of Work

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

Requirements

Education: bachelor’s degree required or equivalent experience.

Experience:

• 5+ years of cruise industry management experience in 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.

Skills/Qualifications:

• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint programs.
• Must be highly detailed-oriented with strong organizational and follow-up skills.
• Team player with a positive attitude who works well cross-functionally.
• Ability to multi-task and thrive in a fast-paced environment where strategic brand-building efforts are priority – start-up experience a plus.

Last updated on Jul 30, 2024