Vice President, Reservations And Guest Services

Description

Job Summary

The VP of Reservations, Guest Services, and Operations is responsible for strategically creating, developing, and implementing the trade reservations and sales support teams who will service global travel partners across the Americas markets. Working closely with both domestic and international Business Process Outsourcing (BPO), this role will ensure that the teams are providing the necessary level of service and staffing to properly deliver the level of luxury and experience that travel partners expect from Crystal Cruises. This role will oversee our guest services, operational teams, docs department and ancillary products.

Essential Job Duties

• Support and manage sales activities in accordance with revenue targets and expectations.
• Develop, vet, and distribute processes, procedures, talk tracks, conversion tools, KPIs and metrics related to contact center performances, and ensure all service components are managed and met.
• Responsible for properly staffing reservations and sales support channels including but not limited to reservation consultants, guest services, reservations admin, documentation, and other support related roles.
• Responsible for trade reservations and sales support for the global markets leveraging both local US staff as well as selected BPO for lower costs and flexibility.
• Collaborate with our I.T, Marketing and Sales teams to maximize our processes and performance.
• Set up our operational departments, including docs team, sales support, and operations.
• Work closely with the automation team to ensure necessary technology applications and services are in place to be successful.
• Works closely with Heads of Trade Sales and Consumer Sales to ensure cross functional collaboration is maintained.
• Responsible for the overall appearance, quality, and level of professionalism exerted by Crystal staff and representatives.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.

Work Environment

Works in a typical office environment with quiet-to-moderate noise generated by computer printer, fax machine and light traffic. Traveling may be required.

Physical Demands

Requires sitting, standing, walking, bending, and reaching. May require lifting or pushing up to 25 pounds. Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment.

Expected Hours of Work

The position is full-time and frequently requires working additional time outside of normal business hours.

Requirements

Education: bachelor’s degree required or equivalent experience.

Experience:

• Existing travel industry sales relationships on a national level.
• Extensive international destination knowledge, including Crystal destinations preferred.
• Demonstrated track record of sales success required with a leading luxury travel company.
• 10 years of experience in travel industry sales.

Skills/Qualifications:

• Team player with a positive attitude who works well cross-functionally.
• Ability to multi-task and thrive in a fast-paced environment where strategic brand-building efforts are priority – start-up experience a plus.
• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint programs.
• Must be highly detailed-oriented with strong organizational and follow-up skills.