Description
JOB DESCRIPTION
JOB TITLE:
Group Sales and Service agent
POSITION REPORTS TO:
Group Sales and Support Team Lead
DIRECT REPORTS:
None
POSITION SUMMARY
The Voyage Sales Specialist - UK/EMEA delivers exceptional service to Travel Partners and Direct Guests across Europe, the Middle East, and Africa. As a key liaison between our accounts and the wider Sales and Operations teams, the Specialist provides seamless end-to-end support: managing reservations, assisting with guest needs, and handling irregular operations such as redeployments. The role combines exceptional service with opportunities to grow bookings through upselling and cross-selling.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Group Booking Management: Process and manage group reservations, including creating new bookings, updating existing reservations, and coordinating payments, and documentation.
Customer & Partner Support: Serve as the main point of contact for travel partners, group leaders, and guests, addressing inquiries, special requests, and escalated issues with professionalism and efficiency.
Policy & Procedure Compliance: Apply cruise line policies, promotions, and pricing guidelines to group bookings while ensuring accuracy and adherence to company standards.
Collaboration: Work closely with Revenue Management, Sales, and Onboard Services to streamline group operations and maximize revenue opportunities.
Problem Resolution: Troubleshoot booking challenges, resolve discrepancies, and provide solutions that maintain guest satisfaction and business integrity.
Communication: Deliver timely updates on group status, promotions, deadlines, and payment schedules to travel partners and internal stakeholders.
Sales & Upsell: Identify opportunities to upsell onboard amenities, packages, and upgrades to enhance the guest experience and drive revenue growth.
Documentation & Reporting: Maintain accurate records of group bookings, correspondence, and transaction details, while preparing reports as requested.
FINANCIAL RESPONSIBILITIES
- None
QUALIFICATIONS
- Minimum 2 years of sales or service experience, preferably in a contact centre environment within travel, tourism, or hospitality.
- Cruise industry experience desired.
- Air experience desired.
- Proven ability to manage client relationships and deliver high-quality service.
- Strong communication and writing skills, with professional fluency in English.
- Additional European language(s) (e.g., Spanish, French, German, Italian) preferred.
- Familiarity with travel booking systems such as Seaware and call management tools such as RingCentral preferred.
- AI proficiency desired.
- Strong organizational, multitasking, and problem-solving abilities.
KNOWLEDGE AND SKILLS
- Customer-focused mindset with natural sales instincts.
- Skilled in building rapport with travel professionals and direct guests.
- Excellent attention to detail and follow-through.
- Confident working independently and taking ownership of outcomes.
- Enthusiastic, positive, and driven to exceed expectations.
WORK SCHEDULE
Flexible, between 8:00am to 6:00pm GMT, with a willingness to adapt to various time zones to support a global customer base.
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.
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