Reservations Consultant - Inbound Sales Agent

About the role

Scenic Tours USA, Inc. is currently recruiting for Reservations Consultant positions for our Inbound Contact Center team. This is a full-time HYBRID position with in-office collaboration Monday through Thursday and remote work flexibility Friday through Sunday. The role is responsible for converting inbound inquiries into confirmed bookings while delivering an exceptional luxury guest experience.

Essential Functions

- Deliver exceptional guest experience either over the phone or via email - Convert inbound sales inquiries into confirmed bookings for both direct guests and travel advisor partners - Answer detailed questions regarding various itineraries, ships and land programs offered by Scenic Luxury Cruise & Tours and Emerald Cruises & Tours - Accurately quote rates, promotions, flights utilizing Sabre software and general information regarding the ships, onboard experiences, and itineraries - Utilize consultative sales techniques to maximize conversion, revenue, and guest satisfaction - Identify opportunities to enhance the guest experience through suite upgrades, hotel packages, air, and 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 performance goals including sales conversion, revenue targets, guest bookings, quality assurance standards, schedule adherence, and attendance expectations

About YOU

Your skill set will include: - Positive, can-do attitude - Reliable and self-motivated - Comfortable working in a fast-paced, performance-driven sales environment - A drive for closing sales and upselling guest experiences (suites/extensions/pre/post hotels) - 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 - Passion for delivering excellent guest experience - Exceptional problem-solving skills, accuracy and high attention to detail - Quick learner with a desire to develop & grow within a collaborative team environment - Team-oriented and results-driven - Strong computer and multi-system navigation skills - Ability to manage multiple priorities while maintaining exceptional guest experience and attention to detail - 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 - 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 shift can fall anytime between 9:00am to 8:00pm EST Monday through Friday. We rotate Saturdays & Sundays as needed (10:00am-6:00pm EST)

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. Reservations Consultants are expected to arrive on time and be prepared to learn.

Work Environment

This is a HYBRID schedule so shifts Monday through Thursday are in the office; Friday through Sunday are remote workdays. 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 & Sunday (10:00am to 6:00pm EST).

Office location

4000 Hollywood Blvd. Suite 625-S Hollywood, FL 33021

Pay and Benefits

Scenic Tours USA, Inc. offers a competitive salary and a 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.