Reservations Consultant - Sales Agent Global

Scenic Tours Europe AG

4d•Remote

About The Position

Scenic is seeking a home-based Reservation Agent for their Inbound Contact Center team. This is a full-time, phone-based role requiring excellent communication and listening skills. The company offers training with experienced leaders to equip agents with the necessary tools and guidance for success. The role involves delivering exceptional guest experiences, processing sales calls, answering detailed questions about itineraries and programs, quoting rates and promotions, and utilizing sales techniques to maximize revenue and upsell services. Agents will also manage payments, build positive relationships with internal departments, adhere to company policies, and achieve monthly Key Performance Indicators (KPIs).

Requirements

Must be a great communicator with sharp listening skills
Competent computer skills
Able to multi-task and handle projects in-between calls
Participate in and adapt to an ever-changing environment
Experience with an ocean-cruising company
Positive, can-do attitude
Reliable and self-motivated
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
A drive for delivering an excellent guest experience
Exceptional problem-solving skills, accuracy and a high attention to detail
Quick learner with a desire to develop & grow within a collaborative team environment
Team-oriented and results-driven

Nice To Haves

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

Responsibilities

Deliver exceptional guest experience either over the phone or via email
Process sales calls to close new individual sales for direct guest and travel advisors
Answer detailed questions regarding various itineraries, ships and land programs offered by Scenic Luxury Cruise & Tours and Emerald Cruises
Accurately quote rates, promotions, flights utilizing Sabre software and general information regarding the ships, onboard experiences, and itineraries
Follow sales techniques to close sales and maximize company revenue
Utilize techniques to upsell suite categories, add hotel packages and additional 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 KPI’s which include minimum guests booked, attendance adherence and successful call monitoring.