Head of Trade Reservations & Luxury Guest Services

Abercrombie & Kent Europe; Florida; Hybride; USD 120 000 - 160 000; Plein temps

Résumé du poste

Abercrombie & Kent in the United States seeks a Director of Trade Reservations to oversee the trade call center and ancillary services for USA operations, with potential scope to global centers. You will lead and mentor the reservations team, ensuring exceptional customer service and strategic growth in trade bookings for luxury travel partners.

This role collaborates with Heads of Trade Sales and IT to implement procedures, KPIs, and staffing plans, while building relationships with travel

Qualifications

• Bachelor’s degree required or equivalent experience.
• 5+ years of leadership experience managing cruise reservations or contact center teams.
• Proven track record coaching entry-level reservation consultants and driving engagement.
• Advanced experience with contact center metrics, reporting, and quality assurance.
• Strong analytical, data interpretation and problem-solving skills.

Responsabilités

• Lead, mentor, and develop a high-performing reservations team.
• Develop processes, talk tracks, KPIs and metrics for contact center performance.
• Recruit, hire and train reservation consultants and support roles.
• Collaborate with Heads of Trade and Consumer Sales to ensure cross-functional alignment.
• Analyze booking trends, conversion rates, and market performance to optimize sales.
• Monitor service levels, workflow, and booking accuracy to improve efficiency.

Connaissances

Leadership

Data analysis

Forecasting

Attention to detail

Customer service

Formation

Bachelor’s degree

Outils

Microsoft Outlook

Microsoft Word

Microsoft Excel

PowerPoint

Description du poste

Abercrombie & Kent in the United States seeks a Director of Trade Reservations to oversee the trade call center and ancillary services for USA operations, with potential scope to global centers. You will lead and mentor the reservations team, ensuring exceptional customer service and strategic growth in trade bookings for luxury travel partners.

This role collaborates with Heads of Trade Sales and IT to implement procedures, KPIs, and staffing plans, while building relationships with travel