Cruise Enhancement Sales Agent
Royal Caribbean Group
full-time
Posted on:
Location Type: Office
Location: United States
Visit company websiteExplore more
About the role
- Answer inbound calls from guests and travel agents, providing guidance on booking and modifying cruise enhancements, new reservations, servicing and onboard experiences.
- Promote, upsell, and recommend additional onboard amenities, including but not limited to shore excursions, beverage packages, dining options, onboard activities, and Royal Gift items to maximize guest satisfaction and revenue.
- Identify sales opportunities during calls and proactively suggest upgrades or additional items that enhance guest experience.
- Effectively utilize the company’s sales process, including asking qualifying questions to understand guest needs and preferences, building rapport, and guiding conversations toward mutually beneficial solutions.
- Complete all booking requests from callers accurately and efficiently, ensuring all details are captured and system entries are correct.
- Demonstrate expertise in Royal Caribbean ships, ports of call, onboard experiences, and available offerings to confidently educate callers and make tailored recommendations.
- Build rapport with callers by engaging in friendly, personalized conversations, and establishing trust through knowledgeable advice and attentive service.
- Stay informed about current promotions, new offerings, and system updates to provide accurate and timely information.
- Adapt quickly to changing business priorities, product offerings, and technological systems.
- Meet or exceed individual and team sales targets, contributing to overall revenue goals.
- Document all customer interactions accurately within CRM and internal systems.
- Collaborate with team members and other departments to ensure seamless service delivery and follow-up as needed.
- Handle and own all callers request on booking and servicing reservations, either new or existing.
Requirements
- Prior experience in sales, customer service, or a related field; experience within the travel, hospitality, or cruise industry preferred.
- Demonstrated sales aptitude with a proactive, driven attitude.
- Excellent communication and interpersonal skills.
- Friendly, passionate, and committed to delivering exceptional service.
- Ability to utilize the sales process effectively, including asking qualifying questions and building rapport.
- Knowledge of Royal Caribbean ships, ports of call, onboard experiences, and available amenities.
- Proficient in the use of CRM tools and booking systems such as Legasuite and IBT.
- Flexible availability, including evenings, weekends, and holidays.
- High school diploma or equivalent; additional certifications or higher education in sales or hospitality is a plus.
- Must be self-directed and motivated while also fitting in with a team.
Benefits
- competitive compensation and benefits package
- excellent career development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
sales aptitudecustomer servicebooking systemsCRM toolsupsellingmodifying reservationsguiding conversationsdocumenting interactionsadapting to business prioritiesmeeting sales targets
Soft Skills
communication skillsinterpersonal skillsbuilding rapportfriendly demeanorpassionate serviceself-directedmotivatedteam collaborationattentive serviceflexibility
Certifications
high school diplomacertifications in salescertifications in hospitality