Group Sales & Service Agent – UK / EMEA

Azamara Cruises; Woking; On-site; GBP 40,000 - 60,000; Full time

Job summary

A global premium cruise line is looking for a Group Sales & Service Agent to provide exceptional support to travel partners and guests in the UK & EMEA. This on-site role in Woking involves managing group cruise reservations, problem resolution, and maintaining compliance with company policies. Essential qualifications include a secondary diploma, strong communication skills, and a background in the travel or hospitality sector. Join a dynamic team that values collaboration and service excellence.

Benefits

Flexible and supportive work environment

Competitive compensation

Opportunities for professional development

Qualifications

• 1–2 years of experience in a contact center, travel, or hospitality sales environment.
• Previous experience in group travel or cruise sales strongly preferred.
• Experience working with UK and EMEA travel agencies or tour operators advantageous.

Responsibilities

• Deliver exceptional support to travel partners and direct guests.
• Manage all aspects of group cruise reservations.
• Serve as the primary point of contact for UK and EMEA travel partners.

Skills

Excellent written and verbal communication skills

Strong understanding of group booking processes

Proficiency in using travel systems

Fluency in English

Additional European languages

Education

Minimum of a secondary school diploma

University degree in business, hospitality, or travel preferred

Tools

CRM tools

Travel systems (e.g., Seaware)

Job description

Job Type

Full-time

Description

Job Title

Group Sales & Service Agent – UK & EMEA

Department

Contact Center

Position Reports To

Group Sales and Support Team Lead

Direct Reports

None

Location

Woking, England, United Kingdom

• This role is fully on-site and requires working in our physical office.*

Position Summary

The Group Sales & Service Agent – UK & EMEA is responsible for delivering exceptional support to travel partners, group leaders, and direct guests across the UK and Europe. This role manages all aspects of group cruise reservations, ensuring a seamless and efficient booking experience that upholds Azamara’s premium service standards. Acting as the main liaison for group-related inquiries, the agent provides expert guidance, proactive problem-solving, and tailored solutions to meet both guest and business needs in the regional market.

About Azamara

Azamara is a global premium cruise line inspiring curious and passionate travelers to explore the world through immersive voyages. We deliver world‑class service both onboard and across destinations worldwide. Our employees enjoy a flexible and supportive work environment, competitive compensation, and opportunities for professional development—while being part of a vibrant international team that values collaboration and innovation.

Why You Should Work For Azamara

• Join a growing, transformative cruise brand.
• Be part of a multicultural, global team that celebrates diverse perspectives.
• Work with colleagues and guests from across EMEA and beyond.
• Embrace and embody our core values:
  • Curiosity – We approach every interaction with empathy and open‑mindedness.
  • Sustainability – We protect the world where blue meets green.
  • Integrity – We do the right thing, even when no one is watching.
  • Accountability – We take ownership and deliver results.
  • Passion – It’s in everything we do.

Who You Are

• Engaging, professional, and relationship‑driven.
• Skilled at managing time and multitasking in a fast‑paced environment.
• Self‑motivated, proactive, and detail‑oriented.
• An excellent communicator who listens, empathizes, and resolves effectively.
• Comfortable working independently in a an office and a results‑driven setting.

Essential Duties And Responsibilities

Group Booking Management

• Create, manage, and maintain group reservations in line with company policies and regional requirements.
• Process booking adjustments, payments, and guest documentation accurately and efficiently.
• Support pre‑ and post‑cruise group coordination, including dining, activities, and onboard experiences.

Customer & Partner Support

• Serve as the primary point of contact for UK and EMEA travel partners, group leaders, and direct guests.
• Handle inbound and outbound calls, emails, and correspondence with professionalism and efficiency.
• Provide timely updates and proactive communication regarding deadlines, promotions, and group milestones.

Policy & Procedure Compliance

• Apply current pricing, promotions, and booking guidelines to ensure compliance with Azamara’s policies.
• Uphold accuracy in all reservations and maintain adherence to company and regional standards.

Collaboration

• Partner closely with Revenue Management, Sales, and Onboard Services to support group strategy, manage inventory, and optimize revenue.
• Liaise with regional Sales Managers to align on account growth and relationship‑building opportunities.

Problem Resolution

• Identify and resolve booking discrepancies, payment issues, or operational challenges with a solutions‑oriented approach.

  Sales & Upsell

  • Recognize opportunities to promote onboard packages, stateroom upgrades, and additional amenities.
  • Contribute to overall revenue growth by actively supporting sales initiatives in the EMEA region.

  Documentation & Reporting

  • Maintain accurate and up‑to‑date records of group correspondence, financial transactions, and booking notes.
  • Prepare and distribute reports as requested by leadership or internal stakeholders.

  Financial Responsibilities

  None (though responsible for accuracy in handling payments, adjustments, and documentation).

  Qualifications

  Work Location

  • This position is fully on-site in our office located in Woking, England, United Kingdom.
  • Must be flexible and able to come in Monday through Friday, between 9 : 00am GMT – 9 : 00pm GMT

  Education

  • Minimum of a secondary school diploma (A-Levels or equivalent) required; a university degree in business, hospitality, or travel preferred.

  Experience

  • 1–2 years of experience in a contact center, travel, or hospitality sales environment.
  • Previous experience in group travel or cruise sales strongly preferred.
  • Experience working with UK and EMEA travel agencies or tour operators advantageous.

  Knowledge And Skills

  • Strong understanding of group booking processes, financials, and policies.
  • Proven ability to troubleshoot complex booking or payment discrepancies.
  • Excellent written and verbal communication skills; fluency in English required, additional European languages (such as German, French, or Spanish) highly valuable.
  • Proficient in using travel systems (e.g., Seaware) and CRM tools.
  • Strong organizational and time management skills with the ability to manage multiple priorities.
  • Professional, proactive, and service‑oriented mindset with a passion for travel and guest satisfaction.

  Physical Demands

  The employee is regularly required to sit, talk, and listen. The employee can also be required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. This is a full‑time, exempt position and may exceed 40 hours per week. Scheduled days and hours of work are determined by the need for coverage of the employees with the need to flexibly cover all operational hours up to and including closing hours and weekends / holidays as needed.

  Work Environment

  It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment based on race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Azamara and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.