Reservations Agent – Sales
Job Title: Reservations Agent – Sales
Salary: $50k base + commission
Department: Sales
Reports To: Reservations Manager
Type of Role: Full-time, Permanent (40 hours/week)
*This role includes weekend and evening shifts on a rotating basis. Shifts include 8:45-5pm and 1pm-9pm.
Job Purpose
As a successful UK‑based organization expands into the US market, we are seeking a dynamic, highly driven, and focused individual who loves sales and booking travel-and who can demonstrate strong performance against KPIs.
We are cruise specialists – but we offer far more than just a cruise. This role plays a critical part in delivering the first stage of our customer journey. We are looking for a driven sales professional who can confidently convert inbound inquiries into unforgettable travel experiences while consistently achieving KPIs.
Initial onboarding includes a 4-week training period in the UK, with potential future opportunities to visit our international offices for top performers.
Responsibilities
- Service inbound sales calls, understand customer needs, build rapport, and offer expert cruise and land vacation solutions.
- Deliver outstanding service tailored to each customer’s unique needs.
- Create high‑quality customer engagement, identify requirements, pitch effectively, and close sales.
- Offer alternative solutions when initial offerings do not meet customer requirements.
- Meet or exceed KPIs related to conversion rate, margins, data capture, and call handling.
- Perform accurate cost calculations and provide timely, detailed quotations.
- Produce accurate administrative documentation to complete bookings.
- Work proactively as part of a small team within a larger Reservations department to bring energy and drive to a fast‑paced, dynamic environment.
- Collaborate effectively with other departments to ensure a seamless customer journey.
- Follow call center compliance guidelines, including FTC regulations, state Seller of Travel laws, and data protection policies.
Qualifications, Skills & Experience
- Travel industry experience is essential; full training will be provided to the successful candidate.
- Sales experience required; call center experience preferred but not essential.
Critical Competencies
- Highly motivated sales professional, results‑oriented, and driven to accomplish goals with strong self‑motivation.
- Ability to understand profit and loss, basic business finance, and gross margin calculations.
- Proven sales history demonstrating consistent performance against KPIs.
- Strong relationship‑building skills with the ability to connect quickly with customers.
- Adaptable communication style to provide a personalized experience.
- Strong organizational skills to achieve targets and KPIs.
- Takes accountability for actions and results.
- Thrives under pressure with resilience and focus on quality and business profitability.
- Excellent communication and listening skills.
- Flexible in scheduling, including weekends and extended hours based on business needs.
- High attention to detail.
- Computer literate with solid knowledge of Excel, Word, Outlook, and internet research.
Benefits
- 10 days paid vacation, increasing to 15 (or 20) days after five years of service
- Health insurance
- 401(k) with company contribution
- 3 days PTO
- 5 days paid sick leave
- Annual discretionary/non‑contractual bonus
- Maternity / Paternity leave
- Potential participation in FAM trips on company travel packages
The SR Group (UK) Limited is acting as an Employment Agency in relation to this vacancy.
