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Getaway Specialist

Margaritaville at Sea
Full-time
On-site
Orlando, Florida, United States

Job Details

Orlando Office - Orlando, FL
Full Time
None
Negligible
General Business

Description

Job Summary:

 

Margaritaville at Sea’s Getaway Specialists are passionate sales professionals who are all about helping guests find “A Better Way to Get Away” resulting in a positive guest experience. This is an inbound telephone sales position consisting of helping our travel partners and direct guests plan and booking a Margaritaville at Sea or Cruise and Stay package. Getaway Specialists help guests throughout the entire cruise planning process and proactively offer guests the opportunity to secure their reservation as well as offer upselling and supplement addons to enhance their getaway experience using the highest level of customer service.

 

Key Responsibilities:

  • Create and Deliver Fun and Escapism
  • Assist travel partners and direct guests in planning and booking cruise or cruise & stay packages.
  • Processes new individual reservation requests from travel partners and direct guests resulting in a positive guest experience.
  • Maximizes revenue opportunities by communicating value based on the guest’s wants and needs, confirming new reservations, offering upgrades, offering shore excursions, and all available supplementary products.
  • Must be focused, driven, and motivated to achieve personal and departmental sales goals.
  • Solution-oriented
  • Self-starter, quick learner, and ability to close the sale
  • Adheres to all applicable company/department policies and procedures outlined in the new hire training and employee handbook, including punctuality and time, and attendance.
  • Exhibits teamwork, integrity, and respect, and participates in a trusting and professional work environment.
  • Document customer information accurately, recap itinerary, cabin details, and pricing, and advise of correct terms and conditions.
  • Transfer all escalated calls to the supervisor providing full details of issues and pertinent matters to the appropriate resource to ensure resolution.
  • Work independently in an inbound call center environment meeting predetermined departmental goals
  • Must be flexible to work any schedule within the hours of operation which are Monday through Friday 8:00 am to 10:00 pm as well as Saturday and/or Sunday from 9:00 am to 6:00 pm including some holidays
  • Review & Approve the timecard at the end of the shift to ensure accuracy
  • Performs all other job-related functions as assigned.

Qualifications

Qualifications:

 

Education Requirements:

  • High School Diploma or GED
  • PC literacy is required
  • Bi-lingual (English - Spanish) is preferred

Knowledge:

  • Basic to Intermediate Microsoft Word, Excel, Outlook, and Internet Explorer
  • CRM experience
  • Kapture Reservation System A PLUS

Skills:

  • Proper phone skills and etiquette
  • Good verbal and written communication skills
  • Excellent spelling and grammar skills
  • Strong organizational skills
  • Excellent communications and listening skills
  • Keen attention to detail and accuracy are critical skills 
  • Prior inbound or outbound sales experience working in a call center or related travel industry (1 – 2 years preferred)

Abilities:

  • Must be able to view and read computer monitor, training, and reference materials
  • Must be able to remain seated for extended periods, to be determined by length of the scheduled shift
  • Must be capable of managing multiple priorities simultaneously without compromising to quality of work or productivity
  • Must work well under pressure in a fast-paced environment
  • Ability to learn all applicable Bahamas Paradise Cruise Line policies and procedures to reserve new reservations in the reservation system: This requires meeting all training criteria including completing and passing training exams and tests
  • Ability to remain focused during every customer interaction to heighten the level of overall accuracy and customer satisfaction
  • Ability to understand the basic needs of travel partners and direct guests to secure reservations by requesting to reserve a new booking on all rate quotes 
  • Ability to deliver the level of service necessary to achieve positive
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