Reservations Consultant

7 months ago

London, United Kingdom Crystal Cruises Full time

**Job Summary**

We are seeking a highly organized and customer-oriented individual to join our team as a Reservations Consultant. In this role, you will be responsible for assisting travel agents to make reservations for their guests and ensuring exceptional customer service throughout the reservation process. Additionally, you will handle various administrative tasks to support the smooth operations of our reservations department.

**Essential Job Duties**

Reservation Management:

- Assist agents in selecting the most suitable cruise packages, itineraries, and accommodations based on their guests’ preferences and budget.
- Provide accurate information on cruise ship amenities, onboard activities, dining options, entertainment, and shore excursions.
- Process reservation requests, bookings, and payments efficiently and accurately using our reservation system.
- Coordinate special requests, such as dietary preferences, mobility assistance, celebrations, and group bookings, ensuring guest satisfaction and attention to detail.

Customer Service:

- Establish and maintain excellent relationships by demonstrating a genuine passion for delivering personalized service and creating unforgettable experiences.
- Offer proactive assistance and recommendations to enable agents to secure the sale and enhance guests' cruise experiences, including pre and post-cruise arrangements.
- Handle and resolve complaints or issues, working closely with other departments to ensure client satisfaction and swift resolution.

Administrative Duties:

- Maintain accurate and up-to-date records of agent and guest information, reservations, payments, and special requests.
- Prepare various reports, including booking lists, guest feedback and overdue balances to support management decision-making.
- Collaborate with the finance department to reconcile payments, invoices, and billing discrepancies. Following up with agents and guests where needed.
- Coordinate with other departments, such as the operations team, marketing, and sales, to ensure seamless communication and effective workflow.
- Product Knowledge and Training:

- Stay up to date with the cruise industry trends, ship itineraries, new services, and promotions to provide accurate and timely information to guests.
- Participate in ongoing training programs and familiarize yourself with the features and benefits of different cruise ships, onboard facilities, and services.
- Share knowledge and expertise with colleagues to maintain consistent and exceptional customer service standards across the reservations team.

**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.

**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**
- Monday to Friday + Saturday availability
- Weekend availability

**Requirements**:
**Experience**:Previous experience in a trade reservations role, preferably within the luxury travel or hospitality industry

**Skills/Qualifications**:

- Excellent communication skills, both verbal and written, with the ability to actively listen to guest needs and provide clear and concise information.
- Strong organizational skills and attention to detail to manage multiple reservations and administrative tasks simultaneously.
- Proficiency in computer systems and reservation software; experience with industry-specific systems is a plus.
- Demonstrated ability to work effectively in a fast-paced and deadline-driven environment.
- Genuine passion for delivering exceptional customer service and creating memorable experiences for guests.
- Flexibility to work on a rotational shift basis, including weekends and holidays.

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