Reservation Specialist; Luxury Cruises

Position: Reservation Specialist (Luxury Cruises)
Company Description

Our client is a growing luxury travel company specializing in premium European river cruise experiences for North American guests and trade partners. The organization operates in a service-driven environment where commercial performance, product knowledge, and attention to detail are equally important. Its culture values professionalism, responsiveness, collaboration, and a consistently high standard of client care. The company offers a remote working model, competitive benefits, and the opportunity to contribute to a business serving discerning travelers and respected industry partners.
Objective of the Role

The Reservation Specialist is responsible for managing inbound sales and service interactions while ensuring an excellent customer experience across the reservation lifecycle. This role supports direct guests, travel advisors, and tour operator partners by handling reservations accurately, promoting appropriate upgrades and ancillary services, and delivering timely, reliable information. The position plays an important role in supporting revenue generation, customer loyalty, and operational efficiency through high-quality service and disciplined execution.
Ideal Profile

The ideal candidate brings experience in luxury travel, cruise, hospitality, or a comparable service environment where customer expectations are high and accuracy is essential. He or she combines a commercial mindset with strong service instincts and is comfortable managing reservations while identifying relevant upsell and cross-sell opportunities.

This person is organized, detail-oriented, and able to work effectively in a structured remote environment with productivity and service-level expectations. Strong communication skills are essential, including the ability to explain products clearly, respond professionally across phone, email, and chat, and build credibility with both consumers and trade partners. Familiarity with CRM tools, reservation systems, and Microsoft 365 is highly desirable.

Experience with Salesforce and Seaware would be advantageous.
Responsibilities

• Manage inbound phone, email, and chat inquiries from guests and trade partners while meeting service and productivity standards.
• Create, modify, and manage reservations with a high degree of accuracy and ownership.
• Support sales conversion by promoting relevant travel packages, upgrades, and ancillary services aligned with client needs.
• Maintain strong product knowledge across itineraries, stateroom categories, destinations, excursions, and onboard experiences.
• Provide clear, timely, and accurate information to guests and partners throughout the reservation process.
• Build and maintain effective working relationships with internal teams to ensure smooth coordination of reservations and related requests.
• Contribute to customer satisfaction and loyalty through a consistently high standard of service.
• Support special projects and other departmental priorities as required.

Requirements

• Prior experience in reservations, customer service, sales, travel, hospitality, or a related field, or an equivalent combination of education and professional experience.
• Experience supporting high-touch customers in a service-driven environment.
• Strong ability to build and maintain professional customer relationships.
• Comfort working with booking platforms, CRM systems, telephony tools, and standard business applications.
• Proficiency with Microsoft 365 and similar workplace technologies; experience with Salesforce and Seaware would be advantageous.
• Strong organizational skills, sound judgment, and excellent attention to detail.
• Ability to communicate clearly and professionally across phone, email, and chat channels.
• Capacity to work effectively in a structured remote environment with service-level and productivity expectations.
• Commitment to service excellence, continuous learning, and professional development.
• Availability to complete an initial training period of approximately one month at the company's call center in the Canary Islands.