JOB DESCRIPTION
JOB TITLE: Group Sales and Service Agent
POSITION REPORTS TO: Group Sales and Support Team Lead
DIRECT REPORTS: None

POSITION SUMMARY

The Group Sales & Service Agent is responsible for providing exceptional support to travel partners, group leaders, and direct guests in managing all aspects of group cruise reservations. This role ensures seamless booking experiences, accurate reservation management, and high-quality service that reflects the cruise line’s brand standards. Agents serve as the primary contact for group-related inquiries, offering guidance, problem-solving, and tailored solutions to meet both guest and business needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Group Booking Management: Process and manage group reservations, including creating new bookings, updating existing reservations, and coordinating payments, and documentation.

Customer & Partner Support: Serve as the main point of contact for travel partners, group leaders, and guests, addressing inquiries, special requests, and escalated issues with professionalism and efficiency.

Policy & Procedure Compliance: Apply cruise line policies, promotions, and pricing guidelines to group bookings while ensuring accuracy and adherence to company standards.

Collaboration: Work closely with Revenue Management, Sales, and Onboard Services to streamline group operations and maximize revenue opportunities.

Problem Resolution: Troubleshoot booking challenges, resolve discrepancies, and provide solutions that maintain guest satisfaction and business integrity.

Communication: Deliver timely updates on group status, promotions, deadlines, and payment schedules to travel partners and internal stakeholders.

Sales & Upsell: Identify opportunities to upsell onboard amenities, packages, and upgrades to enhance the guest experience and drive revenue growth.

Documentation & Reporting: Maintain accurate records of group bookings, correspondence, and transaction details, while preparing reports as requested.

FINANCIAL RESPONSIBILITIES

• None

QUALIFICATIONS

Education: High school diploma or equivalent required; college degree preferred.

Experience:

• 1–2 years in a contact      center, travel, hospitality, or sales environment.
• Prior cruise or group      travel experience strongly preferred.

KNOWLEDGE AND SKILLS

• Advanced knowledge of      group booking policies, and procedures.
• Thorough understanding      of group financials and ability to troubleshoot and discrepancies.
• Active listening and      comprehension of customer and team needs.
• Critical thinking and      problem-solving to identify solutions and process improvements.
• Time management and      prioritization for self and team.

Work Schedule: 

Flexible, to support the business between 9:00am – 9pm, EST, Monday through Friday.

PHYSICAL DEMANDS: 

 The employee is regularly required to sit, talk, and listen. The employee can also be required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. This is a full-time, exempt position and may exceed 40 hours per week. Scheduled days and hours of work are determined by the need for coverage of the employees with the need to flexibly cover all operational hours up to and including closing hours and weekends/holidays as needed. 

 WORK ENVIRONMENT: 

 To thrive in a remote work environment, individuals must master the art of self-discipline and time management, ensuring tasks are completed efficiently and deadlines are met. Proficiency in utilizing communication and collaboration tools is essential for seamless interaction with colleagues and team members. Maintaining a healthy work-life balance by setting boundaries and prioritizing personal well-being is crucial. Success also hinges on having a dedicated home office setup conducive to productivity. Effective collaboration and fostering a supportive team culture contribute to a sense of belonging and synergy among remote workers. Finally, a commitment to continuous learning and adaptability to the evolving dynamics of remote work are key factors in achieving sustained success.

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment based on race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Azamara and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.