Role Purpose
The Cruise Reservations Consultant is responsible for providing expert sales and service
support for cruise products to both travel agents and direct customers. The role includes
handling new cruise reservations and Manage My Booking enquiries, ensuring a high
standard of customer service, accurate booking management, and maximisation of sales
opportunities while meeting individual performance targets.
Key Responsibilities
Call Handling & Customer Service
- Answer inbound calls from travel agents and direct customers promptly, ensuring service level targets are consistently met.
- Handle all enquiries efficiently, professionally, and in line with company servicestandards.
- Deliver a high-quality customer experience on every interaction.
Cruise Sales & Product Expertise
- Provide general and detailed advice on a wide range of cruise lines, itineraries, ships, cabin categories, and onboard experiences.
- Demonstrate strong worldwide and European cruise destination knowledge.
- Accurately create and process cruise bookings, ensuring attention to detail and compliance with supplier policies.
- Promote and prioritise the sale of preferred cruise lines in line with company strategy.
- Meet or exceed individual sales, revenue, and commission targets.
- Promote monthly offers, incentives, and campaigns to customers.
Manage My Booking & After-Sales Support
- Handle Manage My Booking calls and post-sales enquiries, including:
o Amendments to cruise bookings (date changes, cabin changes, upgrades)
o Adding or modifying flights, hotels, transfers, tours, and excursions
o Handling special requests and cruise add-ons
o Re-pricing bookings where applicable
- Make booking amendments accurately within cruise reservation systems and GDS (Amadeus / Galileo).
- Resolve booking issues efficiently while maintaining customer satisfaction and retention.
Ancillary Sales & Revenue Optimisation
- Maximise sales opportunities on every call by offering relevant ancillary products, including:
- Pre- and post-cruise accommodation
- Flights and flight upgrades
- Transfers and car hire
- Shore excursions and tours
- Parking, insurance, and onboard upgrades
GDS, Systems & Administration
- Use GDS systems (Amadeus / Galileo) and cruise booking platforms accurately and efficiently.
- Check and action GDS queues (Q’s) on a daily basis.
- Organise and cost cruise and travel itineraries to meet customer requirements.
- Complete general administrative tasks related to reservations and customer servicing.
- Maintain accurate records in line with company and supplier requirements.
Teamwork & Development
- Work collaboratively as part of the Cruise and Call Centre team.
- Attend weekly staff meetings and general company meetings as required.
- Maintain up-to-date knowledge of cruise products and destinations by attending: Training sessions, Ship visits, Cruise-related events and lunches, or Web-based training, both during and outside of working hours when required
Personal Requirements & Skills
- Excellent communication skills (verbal and written).
- Strong customer service focus with a professional and confident manner.
- Proven organisational and time-management skills.
- Excellent worldwide destination and cruise product knowledge.
- Strong computer skills, including experience with GDS (Amadeus / Galileo).
- Effective problem-solving and decision-making abilities.
- Ability to work under pressure in a fast-paced call-centre environment.
- Team-oriented with the ability to work independently when requi
Pay: £26,000.00-£28,000.00 per year
Work Location: In person
