What are the responsibilities and job description for the Personal Cruise Advisor position at Margaritaville at Sea?
Job Details
Job Location: Orlando Office - Orlando, FL
Position Type: Full Time
Education Level: None
Salary Range: Undisclosed
Job Category: Sales
Description
Margaritaville at Sea Personal Cruise Advisors are passionate sales professionals who are all about helping guests find “A Better Way to Getaway,” resulting in a positive guest experience. This outbound telephone sales position consists of helping direct guests plan and book a Margaritaville at Sea Cruise or Cruise and Stay package. Personal Cruise Advisors help guests throughout the entire cruise planning process and proactively offer guests the opportunity to secure their reservations. Personal Cruise Advisors will also make outbound calls to existing guests to confirm reservations and offer supplement addons to enhance their getaway experience using the highest level of customer service.
What you get to do:
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Create and Deliver Fun and Escapism
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Place a high volume of outbound calls – 100-120 calls/day. Achieve minimum booking requirements.
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Assist direct guests in planning and booking a cruise or cruise and stay package.
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Processes new individual reservation requests from direct guests, resulting in a positive guest experience.
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Provide customer service to your guests from start to finish.
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Maximizes revenue opportunities by communicating value based on the guests' wants and needs, confirming new reservations, offering upgrades, offering shore excursions, and all available supplementary products.
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To achieve personal and departmental goals, you must be focused, driven, and motivated.
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Solution-oriented.
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Self-starter, quick learner, and ability to close the sale.
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Provide accurate information.
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Adheres to all applicable company/department policies and procedures outlined in the new hire training and employee handbook, including the Punctuality and Time and Attendance policies
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Exhibits teamwork, integrity, and respect and participates in a trusting and professional work environment.
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Performs all other job-related functions as assigned.
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Document customer information accurately, recap itinerary, cabin details, and pricing, and advise of correct terms and conditions.
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Transfer all escalated calls to the supervisor, providing full details of issues and pertinent matters to the appropriate resource to ensure resolution.
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Work independently in an outbound call center environment, meeting department goals as outlined in the scorecard.
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Must have a flexible schedule and be able to work Monday–Friday, 9:00 a.m. to 9:00 p.m., Saturday–Sunday, 10:00 a.m. - 7:00 p.m., including occasional holidays.
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This is a remote work-from-home position that will transition to an in-office role in the future.
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Additional responsibility as requested
What it takes to succeed:
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High School Diploma or GED.
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PC literacy is required.
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CRM experience
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Kapture Reservation System A PLUS.
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Proper phone skills and etiquette
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Strong organizational skills
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Good verbal and written communication skills
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Bi-lingual (English-Spanish) A PLUS
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Excellent work ethic
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Excellent communication and listening skills.
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Previous sales experience working in a call center or related travel industry A PLUS
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Must possess a high degree of sales skill and ability to close cold calls.
- Must have strong organizational skills and be able to manage follow-up calls to close sales.
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Ability to view and read computer monitor, training, and reference material, as well as operate keyboard and computer mouse.
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Ability to remain seated for extended periods, to be determined by length of scheduled shift.
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Must have reliable internet service to be able to work in a remote environment.
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Must have a dedicated workspace that is free from distractions and background noises.
What else is important:
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Must be capable of managing multiple priorities simultaneously without compromising the quality of work or productivity.
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Must work well under pressure in a fast-paced environment.
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Self-starter and quick learner
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Ability to learn all applicable Margaritaville at Sea policies and procedures to reserve new reservations in the reservation system. This requires successfully meeting all training criteria, including completing and passing training exams and tests.
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Ability to remain focused during every customer interaction to heighten the level of overall accuracy and customer satisfaction.
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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 while maximizing revenue opportunities by offering additional products.
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Strong ability to communicate with tact and diplomacy, both orally and in writing, to communicate with internal team members and external customers from a diverse customer base.
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Ability to deliver the level of customer service necessary to achieve a positive customer experience.
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Ability to exhibit teamwork, integrity, respect, and participation toward a trusting work environment.
Why Join Margaritaville at Sea?
🌊 A Fun and Dynamic Work Environment: We bring the Margaritaville spirit to everything we do.
🌊 Opportunities for Growth and Development: Chart your own career course with us.
🌊 Competitive Compensation and Benefits: We take care of our crew so they can take care of our guests.
🌊 Free cruises annually
🌊 Onboard discounts on food and merchandise
🌊 Discount on Margaritaville hotels and restaurants
If you’re looking for the opportunity to make the most of your abilities in a one-of-a-kind setting with one of the best-known names in hospitality and entertainment, we’re looking for you! Let’s create unforgettable experiences together!
Qualifications
