At Seabourn, we are passionate about travel. We believe that traveling for pleasure has a redemptive power that enriches people’s lives. And we believe that people should travel well. Seabourn pioneered small-ship, ultra-luxury cruising, and continues to represent the pinnacle of that unique style of travel.

We’re looking for an amazing Reservations Supervisor professional to fill this role. This is a remote-based, work-from-home position. You’llbe responsible for ensuring the effective utilization of departmental staff and monitoring performance in relation to department objectives. They will perform staff appraisals, maintain a consistently high level of customer service when dealing in person, over the phone or via email with internal and external customers and identify staff training needs. They are also responsible for ongoing coaching and development of reservations staff and will coordinate and delegate departmental projects to staff. The Supervisor, Reservations will provide information and reply to inquiries by Business Development Teams or travel agents related to booking problems or policy clarification and operate as a primary source of information for reservation agents and support department staff.

Here’s a summary of what Seabourn is looking for in its Reservations Supervisor. Is this you?

Responsibilities

• Responsible for screening, interviewing, selecting and training new hires on Seabourn products and policies and Siebel.
• Monitor staff performance against service level objectives. Perform annual staff appraisals.
• Operates as a primary resource for Reservations Agents and leads seeking assistance with policy clarification, procedures or miscellaneous problems.
• Continually assist Reservations Agents with their effort to improve service levels by identifying ongoing training needs including customer service and sales skills.
• Review staff attendance and punctuality.
• Manage the Seabourn reservations and administrative functions including groups and onboard events, national accounts, GSAs, and ship services.
• Continue to document and streamline processes and procedures for Seabourn reservations teams including all concierge, guest services, and group needs.
• Ensure the Seabourn reservations team has trained backup to manage high volume and peak call periods.
• Reply to supervisor-related escalations initiated by a direct consumer, travel agent, or co-worker via telephone, email, or written communication with regard to booking problems or policy clarification.
• Organize, along with peers and guest programs management team, interdepartmental procedures and policies to ensure the efficient flow of communication between departments.
• Responsible for maintaining a close, effective relationship between Seabourn Club, Seabourn reservations, and the CRM team.
• Responsible for POLAR super users and testing for all releases.
• Additional duties as assigned by the manager.

Requirements

• Minimum of one (1) year of sales supervisory/lead experience directing and managing sales individuals or a team.
• Proven success as a sales representative as measured by the level of sales performance against established goals and objectives.
• Ability to generate reports, graphs, and business correspondence.
• Strong verbal, interpersonal, and communication skills. Demonstrated ability to effectively communicate with management, agents, and guests in multiple locations of the business.
• Strong organizational and prioritization skills, the ability to handle multiple tasks, and demonstrated strong work ethic.
• Well-versed using integrated coaching strategies to provide real-time observations to coach the agents to make the most out of every call.
• Self-motivated, coachable, and a logical thinker.
• Demonstrated leadership skills, including the ability and proven success influencing and motivating others.
• Computer knowledge should include word processing, spreadsheets, and Teams
• Able to work long hours under stressful conditions
• Able to maintain confidentiality
• Previous reservation experience is preferred
• Able to manage multiple tasks and prioritize effectively
• Ability to work flexible hours including weekends•
• Able to effectively interact with individuals at all levels in the company
• Able to engage and lead a team effectively

What You Can Expect

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives
• Base Hourly Range: $22.88 to $30.91. The range is applicable for the labor market where the role is intended to be hired. Final base hourly is directly related to each candidates' qualifications and experience uniquely.

Our Culture…Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate vision Statement and our Core Values at: https://www.seabourn.com/en_US/our-company/mission-values.html

Seabourn is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Seabourn will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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