OUTBOUND SALES

Job Summary

Crystal Cruises is seeking highly motivated and experienced candidates to join our Consumer Sales Team. You will join a high-performance team generating revenue by closing cruise sales from past guests and other sources. We are searching for sales professionals who are confident, positive, passionate, and looking for a new challenge in the luxury travel industry. This role is an outbound sales role, where you are proactively phoning out to new enquiries and past guests - must work out of the Aventura office.

About the Role

This role involves meeting or exceeding established Crystal Cruises Sales & Service standards, identifying sales opportunities and closing sales over the phone, building long-term relationships with luxury cruise customers, ensuring booking details are complete and accurate, acquiring and maintaining in-depth industry and Crystal Cruises knowledge, attending and actively participating in team meetings and training, providing information to assist guests, selling Crystal Cruises utilizing knowledge of product features, benefits, and pricing, making recommendations to include promotions, itineraries, and auxiliary products such as suite upgrades, travel protection, special requests, handling guest issues and overcoming objections, establishing quality customer relationships by delivering superior customer service, identifying, and meeting customer needs and expectations, meeting or exceeding customer booking and revenue goals, properly following up with guests and completing tasks in a CRM within guidelines, maximizing conversions by urgently following up with web requests or assigned leads, completing all profile and itinerary information and following up within expected timeframe, assisting guests in resolving minor problems pertaining to new and existing bookings, promoting sales to consumers by acting on leads to identify travel needs, presenting/explaining Crystal Cruises’ products and making travel recommendations, providing seamless cruise and customer service experience, from the initial sales call to confirming the reservation/booking and facilitating the flow of information, collaborating with all other internal departments to facilitate booking process and sales, communicating cruise related requests to the appropriate department, making recommendations for process, procedure, and technological improvements, adhering to assigned schedule, and sales projects as determined by management.

Essential Job Duties

• Meet or exceed established Crystal Cruises Sales & Service standards.
• Identify sales opportunities and close sales over the phone.
• Build long-term relationships with luxury cruise customers.
• Ensure booking details are complete and accurate in accordance with department guidelines; properly notate all bookings ensuring 100% precision on every call.
• Acquire and maintain in-depth industry and Crystal Cruises knowledge to articulate cruise product features, benefits, pricing and make recommendations to include promotions, itineraries, onboard credits.
• Attend and actively participate in team meetings and training to ensure use of appropriate sales techniques and use of accurate information communicated to potential guests.
• Provide information to assist guests about Crystal Cruises ships, destinations, itineraries, and policies.
• Sell Crystal Cruises utilizing knowledge of product features, benefits, and pricing. Make recommendations to include promotions, itineraries, and auxiliary products such as suite upgrades, travel protection, special requests.
• Handle guest issues and overcome objections.
• Establish quality customer relationships by delivering superior customer service, establishing rapport, identifying, and meeting customer needs and expectations.
• Meet or exceed customer booking and revenue goals and properly follow up with guests and complete tasks in a CRM within guidelines.
• Maximize conversions by urgently following up with web requests or assigned leads. Completing all profile and itinerary information and following up within expected timeframe.
• Assist guests in resolving minor problems pertaining to new and existing bookings.
• Promote sales to consumers by acting on leads to identify travel needs, present/explain Crystal Cruises’ products and make travel recommendations.
• Provide seamless cruise and customer service experience, from the initial sales call to confirming the reservation/booking and facilitating the flow of information.
• Collaborate with all other internal departments to facilitate booking process and sales; communicate cruise related requests to the appropriate department.
• Make recommendations for process, procedure, and technological improvements.
• Adhere to assigned schedule.
• Sales projects as determined by management.

Competencies

• Education: College degree preferred.
• Experience: 2 years’ sales and luxury customer service experience is required. Experience including telephone sales with luxury consumer products is preferred.
• Skills/Qualifications: Ability to quickly learn and maintain current knowledge of Crystal Cruises’ products and services; Ability to work well and maintain professional composure while under stress and pressure; Possess a strong drive and high energy to reach and exceed specified sales goals; Interpersonal skills to work effectively in a team-based environment; Strong customer service skills to create a positive guest experience; Must be able to multi-task and work in a high energy sales and service environment that is goal/quota driven; Demonstrated knowledge of Microsoft Office applications, CRM software, and experience with travel reservations systems is a plus.