Senior Manager Global Reservations

Overview

Atlas Ocean Voyages was established in September 2019 and is headquartered in Fort Lauderdale, Florida. We are the U.S. subsidiary of Mystic Cruises, an ocean cruise division belonging to Mystic Invest Holding, a leader in the travel and tourism sector that is based in Portugal, making Atlas the first ocean cruise line to sail under the Portuguese flag. Mystic Invest Holding has more than 25 years of experience in hospitality and travel, including river cruises, tours and attractions.

We debuted our first yacht, World Navigator®, in August 2021 and since then have been leaders in luxury expedition cruising as the first to embark on year-round expeditions.

Why Atlas Ocean Voyages? At Atlas, we don’t just offer cruises, we create unforgettable explorations. Our team members enjoy:

• Competitive compensation and comprehensive benefits.
• Travel perks and industry privileges.
• A collaborative, inclusive, and growth-oriented culture.

Fort Lauderdale, FL

Atlas Ocean Voyages is seeking an experienced, strategic, and service-driven Senior Manager – Global Reservations with a proven track record of success to provide supplemental management support to the entire reservations department.

Reporting directly to the Director, Global Guest Services, this office based, weekly (5 days per week) on-site role is responsible for ensuring the vision, performance standards, and operational excellence of the Global Reservations team are achieved while supporting an exceptional, seamless guest and travel advisor experience.

As a senior leader, you will partner cross-functionally with Sales, Guest Services, Revenue Management, and Operations to drive booking performance, optimize processes, and uphold Atlas Ocean Voyages’ commitment to discovery, authenticity, and elevated service.

• Provide strategic leadership and day-to-day oversight of the Global Reservations team, ensuring consistent delivery of best-in-class service to guests and travel advisor partners.
• Support the implementation and enforcement of departmental goals, performance metrics, and service standards aligned with company objectives and brand values.
• Lead, coach, and develop team members, fostering a high-performing, engaged, and service-focused culture.
• Serve as the initial escalation point for complex guests, travel advisors, or financial issues, resolving matters with professionalism, empathy, and efficiency.
• Partner with Sales and Revenue Management to support booking strategies, promotions, pricing initiatives, and conversion optimization.
• Oversee reservation workflows including bookings, modifications, payments, refunds, and special requests to ensure accuracy and compliance.
• Collaborate cross-functionally with Guest Services and Operations to ensure a seamless pre- and post-voyage guest journey.
• Analyze performance data, call metrics, and guest feedback to identify trends, improve efficiency, and enhance the overall reservations experience.
• Lead change management initiatives, including system enhancements, process improvements, and training programs.
• Ensure team adherence to company policies, procedures, data privacy standards, and regulatory requirements.
• Support proactive outbound communication initiatives related to campaigns, retention efforts, and pre-departure engagement.

• This position is on-site based in our corporate office in Fort Lauderdale, Florida.
• Bachelor’s degree preferred, with a minimum 5 years of experience in luxury travel, cruise, or hospitality reservations preferred with at least 3 years in a senior, leadership or management role with a responsibility level across multiple verticals.
• Proven experience leading and scaling high-performing reservations or customer service teams.
• Strong strategic, analytical, and problem-solving skills with the ability to balance big-picture thinking and operational execution.
• Exceptional and elevated verbal and written communication skills, with the ability to influence internal and external stakeholders.
• Extensive experience with CRM, reservations platforms, and contact center technologies required.
• Highly organized with strong attention to…