Agent, Cunard Reservations (Philippines)

Holland America Line Inc; Metro Manila; Hybrid; PHP 300,000 - 540,000; Full time

Job summary

Cruise Administration Services, Inc. (CASI) seeks an Agent, Cunard Reservations to deliver polished reservation and guest-support services from Metro Manila for Cunard guests and regional partners across Australia, North America, Japan and designated Asia markets.

The role involves handling inquiries, preparing quotations, processing payments, and converting enquiries into bookings, with a strong focus on first-contact resolution and guest care.

Qualifications

• Minimum 1 year of experience in customer service or reservations.
• Experience with booking or customer-management systems.
• Proficient in written and spoken English for multi-market support.

Responsibilities

• Provide guest service, reservation assistance and new booking support for Australia and North America.
• Prepare accurate quotations, explain fare rules and convert inquiries into bookings.
• Document all booking details and guest preferences in required systems.

Skills

Customer service

Reservations

Microsoft Office

English proficiency

Telephone & digital support

Tools

POLAR

Siebel

Salesforce

CXone

Job description

Cruise Administration Services, Inc. (CASI),a Carnival Cruise Line entity in the Philippines, is currently looking for Agent, Cunard Reservations. Only candidates located in Metro Manila, Philippines to apply.

Job Summary:

The Cunard Voyage Services Specialist is a Manila-based, multi-market shared-services role providing polished, knowledgeable and personalized reservation and guest-support services to Cunard guests, travel advisors and regional partners across Australia, North America, Japan and designated Asia markets. Australia and North America are supported through approved inbound and outbound telephone, email, chat and shared-inbox channels. Japan and designated Asia markets are supported through email, shared inboxes and other approved written channels only; the role does not provide inbound or outbound telephone support for those markets.

The specialist supports both new and existing reservations by responding to enquiries, recommending suitable voyages, accommodations, fares and promotions, preparing quotations, processing approved payments and booking changes, resolving policy and service questions, and coordinating complex requests with internal teams. The position is service-led, with guest care, booking accuracy, brand representation and first-contact resolution at its core. When handling eligible enquiries for Australia and North America, the specialist will also identify suitable booking opportunities, guide guests through the purchase journey and convert qualified enquiries into confirmed reservations.

Work is assigned according to regional volumes, language capability, approved customer-contact channels and business priorities. Performance may be measured through guest satisfaction, written and verbal quality, first-contact resolution, booking accuracy, productivity, schedule adherence, channel compliance, booking conversion and revenue outcomes for assigned activities.

Essential functions:

Australia & North America Reservations & New Booking Support

• Provide guest service, reservation assistance and new booking support for Australia and North America through approved inbound and outbound telephone, email, chat and digital channels. Respond to enquiries from direct guests and travel advisors, identify individual travel needs, and recommend suitable voyages, accommodations, fare options, promotions and onboard experiences.
• Guide guests and travel advisors throughout the reservation journey by preparing accurate quotations, explaining applicable fare conditions and policies, addressing questions and concerns, and converting qualified enquiries into confirmed bookings when appropriate. Accurately create reservations, collect deposits and payments through approved systems, and document all booking details, guest preferences and required follow-up actions.
• Identify appropriate opportunities to enhance the guest experience and overall booking value through accommodation upgrades and approved ancillary products, including air, hotels, transfers and other available services. Maintain current knowledge of Cunard voyages, accommodations, promotions, products and booking procedures, and comply with all service, pricing, payment, privacy, quality and escalation requirements.

• Telephone-based reservation and new booking support applies to Australia and North America only. Japan and designated Asia market responsibilities remain limited to email, shared inboxes and other approved written channels.

Australia & North America Guest Service and Existing Booking Support

• Provide end-to-end assistance for existing reservations from confirmation through the pre-cruise journey using approved telephone and digital channels. Support payments, amendments, upgrades, cancellations, documentation, special-service requests, fare and policy questions, and other booking-related needs. Take ownership of enquiries, explain available options clearly, resolve matters accurately at first contact whenever possible, protect the guest relationship and elevate complex, sensitive or exceptional cases through the appropriate internal process.

Japan and Designated Asia Written Guest Support

• Manage assigned guest, travel advisor, GSA and regional-partner enquiries through email, shared inboxes and other approved written channels. Provide accurate written assistance with new and existing reservations, quotations, payments, amendments, documentation, policies, service requests and follow-up activity using the assigned market language where required. Maintain professional written standards, cultural awareness, complete interaction records and timely escalation. This responsibility does not include inbound or outbound telephone support for Japan or other designated Asia markets.

Travel Advisor, GSA and Regional Partner Support

• Support travel advisors, general sales agents and approved regional partners with booking workflows, pricing, promotions, individual and group reservations, documentation and procedural guidance. Build collaborative partner relationships, provide accurate and timely information, and coordinate with internal teams when additional support or authorization is required. Use approved telephone and digital channels for Australia and North America and approved written channels only for Japan and designated Asia markets.

Guest Retention and Booking Value

• Identify appropriate opportunities to retain reservations, protect revenue and improve the guest experience through suitable accommodation upgrades, fare options and approved ancillary products such as air, hotels, transfers and other available services. Support assigned follow-up, retention, promotional and booking-conversion activity through the approved channel for each market. Recommendations must be relevant to the guest's needs and communicated clearly, accurately and without compromising service or compliance standards.

Collaboration, Reporting and Other Reasonable Duties

• Accurately document contacts, reservations, payments, sales outcomes, guest feedback, escalations and follow-up actions in required systems. Participate in training, quality reviews, campaigns, operational projects and cross-functional support activity. Follow all market-specific channel requirements and company policies.
• Perform other reasonable duties and responsibilities as assigned from time to time, consistent with the general nature, level and business purpose of the role. Additional assignments must comply with applicable laws, company policies and approved market-specific channel requirements. Japan and designated Asia support will remain limited to email, shared inboxes and other approved written channels unless a different operating model is formally reviewed and approved.

Qualifications:

• Minimum 1 year of experience in customer service, reservations, a contact center, travel, hospitality or a related guest-facing environment.
• Demonstrated ability to deliver accurate, high-quality service while supporting reservation, retention and booking outcomes when assigned.
• Proficiency with booking or customer-management systems and Microsoft Office applications, including Outlook, Word and Excel.
• Professional written and verbal English suitable for Australia and North America telephone and digital support.
• For Japan or designated Asia assignments, professional reading and writing proficiency in the assigned market language, such as Japanese, Simplified Chinese, Traditional Chinese, Korean or another approved language. Verbal market-language telephone support is not required unless separately approved under a future operating model.
• Ability to handle inbound and outbound telephone calls, email, chat and shared-inbox work for Australia and North America, and email/shared-inbox work only for Japan and designated Asia markets.
• Ability to work shifts aligned to regional business hours, including weekends and holidays as required.
• Preferred:
• Cruise, luxury travel, airline, hotel, tour-operator or premium-service experience.
• Experience creating or servicing reservations, taking payments, resolving guest concerns, supporting travel advisors, and identifying appropriate upgrades or ancillary products.
• Familiarity with cruise-industry systems such as POLAR, Siebel, Salesforce and CXone.
• Strong knowledge of the assigned market and demonstrated cultural awareness.
• Recognized language certification or demonstrated business-level proficiency.
• Must be amenable to initial onsite training (1 to 2 months) at our Pasay office, after which employees will transition to a remote work setup.

• Must be amenable with Pacific time schedule and must be based in Metro Manila, Philippines

#LI-PV1

#LI-Remote