Job Description
About Scenic Group: From humble beginnings in Newcastle, Australia, to a global company with business centers in Australia, New Zealand, Switzerland, USA, Canada, and the UK, Scenic and Emerald Cruises are a true success story within the travel industry. The Scenic story began in 1986, when our founder Glen Moroney began operating coach tours throughout Australia, quickly expanding into New Zealand, Norfolk Island, and South Africa. By the end of the decade, Scenic was hosting tours to Canada and Alaska, and in 2008 we launched our unique Space-Ships and began offering luxury all-inclusive river cruises throughout Europe. In 2019, Scenic also launched the World’s First Discovery yacht, Scenic Eclipse. Emerald Cruises was formed in 2013 to offer a contemporary and inclusive cruise experience. Fast forward to 2025 and we have 10 Star-Ships sailing the rivers of Europe and Southeast Asia, and two ultra-luxury yachts that explore the most desirables coastlines and oceans. Scenic Group is looking to hire a Reservations Consultant to join our team. This is a remote role. RESERVATION CONSULTANT – SALES AGENT GLOBAL Build a career with a global company. Supportive Leadership Team & Company Culture.
Do you have a desire to deliver exceptional travel experiences to your guests? Love talking about amazing luxury travel destinations such as Europe, Africa, South America and Antarctica to name a few? Have exceptional communication, customer service and sales skills? Able to problem-solve and work directly with guests and travel advisor partners to deliver 5-star quality service? ……
Then we are looking for you! We are currently recruiting for home-based Reservation Agent positions for our Inbound Contact Center team. This is a full-time phone-based role so you must be a great communicator with sharp listening skills.
We offer training with our experienced leaders who will give you all the tools and continued guidance that you need to be a successful Reservation Agent.
Essential Functions for this role: - Deliver exceptional guest experience either over the phone or via email
- Process sales calls to close new individual sales for direct guest and travel advisors
- Answer detailed questions regarding various itineraries, ships and land programs offered by Scenic Luxury Cruise & Tours and Emerald Cruises & Tours
- Accurately quote rates, promotions, flights utilizing Sabre software and general information regarding the ships, onboard experiences, and itineraries
- Follow sales techniques to close sales and maximize company revenue
- Utilize techniques to upsell suite categories, add hotel packages and additional ancillary products
- Effectively communicate and follow-up with guests and travel advisors to collect payment
- Develop positive working relationships with various departments and staff worldwide
- Adhere to company policies and guidelines including attendance and workforce adherence
- Provide 5-star service at all times to our direct guests and travel advisor partners
- Achieve monthly KPI’s which include minimum guests booked, attendance adherence and successful call monitoring.
This job description is not designed to cover all of the comprehensive duties and responsibilities of the Reservation Agent role. Duties and responsibilities my change at any time with limited notice.
About YOU Your skill set will include: - Positive, can-do attitude
- Reliable and self-motivated
- Able to work with minimal supervision
- Excellent communicator with colleagues, leaders, direct guests & travel advisors
- Highly organized and able to prioritize assigned tasks for optimal use of time
- A drive for delivering excellent guest experience
- Exceptional problem-solving skills, accuracy and high attention to detail
- Quick learner with a desire to develop & grow within a collaborative team environment
- Team-oriented and results-driven
- Competent computer skills
- Able to multi-task and handle projects in between calls
- Participate in and adapt to an ever-changing environment
- Experience with an ocean-cruising company; luxury travel experience preferred
- Experience with Sabre flight software a plus
It is desirable for you to have: - Experience in a call center (customer service/hospitality environment)
- Experience in the Cruise Industry or Travel industry
- Schedule availability:
- Our Contact Center is now open 7 days a week. Your shift can fall anytime between 9:00am to 8:00pm EST Monday through Friday
- We rotate Saturdays & Sundays as needed (10:00am-6:00pm EST)
- Reservation Agents located in Mountain Standard Time zone & Pacific Coast Time zone will work from 12:00pm to 8:00pm EST (or 9:00am to 5:00pm PST shift).
Training Environment: Training will take place virtually for approximately four to six weeks. You will receive in-depth training including quizzes to measure success with the program. Reservation Agents are expected to arrive on time and be prepared to learn.
Work Environment: This is a Work-From-Home Reservation Agent position. Home-based office environment must be quiet with no outside noise or interruptions. Call Center Operations are Monday through Friday (9:00am to 8:00pm EST), Saturday & Sunday (10:00am to 6:00pm EST).
Please note, Reservation Agents located within the Mountain Standard Time zone and Pacific Coast Time zone will be a permanent 12:00pm to 8:00pm EST (9:00am to 5:00pm PST) shift. Saturday & Sunday will be 10:00am-6:00pm EST (7:00am-3:00pm PST). Scenic Tours USA, Inc. offers very attractive compensation package including a competitive salary and rich benefits package including Medical, Dental and Vision coverage, Life Insurance, Short Term and Long Term Disability coverage and a 401k plan with a company match.
To apply, please send resumes to employment@scenicusa.com
Scenic Tours USA, Inc. is an Equal Opportunity Employer.
Job Tags
Permanent employment, Full time, Temporary work, Work at office, Remote work, Worldwide, Monday to Friday, Shift work, Weekend work,