Personal Cruise Advisor

Margaritaville at Sea • Orlando, FL

3d • Remote

About The Position

Margaritaville at Sea Personal Cruise Advisors are enthusiastic and results-driven sales professionals who help guests discover “A Better Way to Getaway.” This outbound telephone sales role is centered on guiding guests through the cruise planning and booking process, ensuring a seamless and enjoyable experience from start to finish.

Requirements

• High school diploma or GED required.
• Prior experience in outbound sales, telesales, or a call center environment is highly desirable, especially in travel, hospitality, or related industries.
• Demonstrated ability to provide exceptional customer service, resolve guest concerns, and build rapport over the phone.
• Must be able to clearly and confidently communicate with guests, listen actively, and tailor recommendations based on individual needs.
• Solid understanding of sales techniques and customer service principles, with the ability to build rapport, identify guest needs, and close sales effectively.
• Ability to speak clearly, confidently, and persuasively with guests over the phone, while maintaining a friendly and professional tone.
• Capable of managing multiple guest interactions, booking details, and follow-ups efficiently in a fast-paced environment.
• Comfortable using CRM systems, booking platforms, and standard office software (e.g., Microsoft Outlook, Teams, Excel) to manage reservations and communications.
• Skilled at identifying solutions quickly and effectively, especially when handling guest concerns or navigating booking challenges.
• Demonstrates initiative and drive to meet performance targets, with the ability to work independently and stay focused.
• Thrives in a dynamic environment, able to adjust to changing priorities, guest needs, and business demands with a positive attitude.

Nice To Haves

• Familiarity with cruise products, itineraries, and onboard experiences is a plus, though not required — training will be provided.

Responsibilities

• Place a high volume of outbound calls: Consistently make 100–120 outbound calls per day to direct guests, meeting or exceeding minimum booking requirements while maintaining a high level of professionalism and enthusiasm.
• Assist guests in planning and booking cruises: Guide direct guests through the entire cruise planning process, offering personalized recommendations to ensure a seamless and enjoyable booking experience.
• Process new individual reservation requests: Accurately handle incoming reservation inquiries from direct guests, ensuring all details are captured and the guest experience remains positive and efficient.
• Provide end-to-end customer service: Support guests from their initial inquiry through to their sailing date, ensuring all questions are answered and needs are met with care and attention.
• Maximize revenue opportunities: Identify and communicate value-added options based on guest preferences, including upgrades, shore excursions, and other supplemental products to enhance the getaway.
• Maintain focus and motivation: Demonstrate consistent drive and determination to achieve both personal and departmental performance goals in a fast-paced sales environment.
• Be solution-oriented and results-driven: Exhibit a proactive mindset, quickly learning new systems and processes, and confidently closing sales with a guest-first approach.
• Provide accurate information and documentation: Ensure all communications include correct details such as itineraries, cabin specifications, pricing, and terms and conditions to avoid confusion and build trust.
• Adhere to company policies and standards: Follow all applicable departmental guidelines, including punctuality, attendance, and conduct expectations, to maintain a professional work environment.
• Escalate calls when necessary: Recognize when guest concerns require supervisor involvement and provide complete and accurate information to ensure timely resolution.
• Work independently in a call center environment: Thrive in a self-managed, outbound sales setting while consistently meeting departmental scorecard goals and performance metrics.

Benefits

• Health Benefits: Cost-effective medical, dental and vision plans
• Employee Assistance Program and other mental health resources
• Additional programs include company paid term life insurance and disability coverage
• Financial Benefits: 401(k) plan that includes a company match
• Paid Time Off
• Holidays – All full-time and part-time with benefits employees receive days off for 10 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.
• Vacation Time – All full-time employees at the below the Director level start with 15 days/year; Director and above level have Discretionary Time Off, which for Directors is generally 15 days and for VPs and above 21 days. Part-time with benefits employees receive time off based on the number of hours they work.
• Other Benefits
• Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees