Head of Trade Reservations & Luxury Guest Experience

Crystal Cruises Ltd; Florida; Presencial; USD 120 000 - 180 000; Tempo integral

Resumo da oferta

Crystal Cruises Ltd in Florida seeks a Director of Trade Reservations to lead the trade call center and related services for the USA, with potential scope to oversee Global trade centers. The role focuses on developing and maintaining relationships with travel trade partners, optimizing reservation processes, and driving sales performance to deliver the luxury experience guests expect from Crystal Cruises.

You will mentor and manage a high‑performing team, collaborate with Heads of Trade Sales

Qualificações

• Bachelor’s degree required or equivalent experience.
• 5+ years of leadership experience managing cruise reservations or contact center teams.
• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint.
• Detail-oriented with strong organizational and follow-up skills.
• Strong leadership to recruit, develop, motivate, and retain high-performing teams in a fast-paced contact center.
• Analytical skills to interpret data sets, identify trends, and make data-driven recommendations.
• Understanding of contact center best practices, workforce planning, QA programs, and CX management.

Responsabilidades

• Lead, mentor, and develop a high-performing reservations team.
• Create and develop a leading team of reservation agents to achieve sales targets and service travel agent bookings.
• Develop, vet, and distribute processes, procedures, talk tracks, KPIs and metrics related to contact center performances, and ensure all service components are managed and met.
• Support and manage sales activities in accordance with board targets and expectations.
• Set performance goals and conduct regular reviews.
• Responsible for recruiting, hiring and training including reservation consultants, resolutions desk, reservations admin, and other support roles.
• Work closely with Heads of Trade Sales and Consumer Sales to ensure cross-functional collaboration.
• Collaborate with IT to ensure necessary technology applications and services are in place to be successful.
• Coordinate with sales team to support strategic agency relationships.
• Analyze booking trends, conversion rates, cancellation patterns, and market performance to identify opportunities for increased sales effectiveness.
• Monitor reservation workflows, call queues, service levels, booking accuracy, and processing times to ensure optimal operational performance.
• Develop and implement operational procedures that increase efficiency, reduce errors, and improve the advisor booking experience.

Conhecimentos

Leadership

Customer service

Communication

Data analysis

People management

MS Office

Formação académica

Bachelor's degree or equivalent experience

Ferramentas

Microsoft Outlook

Microsoft Word

Microsoft Excel

PowerPoint

Descrição da oferta de emprego

Crystal Cruises Ltd in Florida seeks a Director of Trade Reservations to lead the trade call center and related services for the USA, with potential scope to oversee Global trade centers. The role focuses on developing and maintaining relationships with travel trade partners, optimizing reservation processes, and driving sales performance to deliver the luxury experience guests expect from Crystal Cruises.

You will mentor and manage a high‑performing team, collaborate with Heads of Trade Sales