Group Sales & Service Agent EMEA

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Full-time

Job Title

Group Sales & Service Agent – UK & EMEA

Department

Contact Center

Reports To

Group Sales and Support Team Lead

Location

Woking, England, United Kingdom

Position Summary

The Group Sales & Service Agent – UK & EMEA is responsible for delivering exceptional support to travel partners, group leaders, and direct guests across the UK and Europe. This role manages all aspects of group cruise reservations, ensuring a seamless and efficient booking experience that upholds Azamara’s premium service standards. Acting as the main liaison for group-related inquiries, the agent provides expert guidance, proactive problem‑solving, and tailored solutions to meet both guest and business needs in the regional market.

About

Azamara

Azamara is a global premium cruise line inspiring curious and passionate travelers to explore the world through immersive voyages. We deliver world-class service both onboard and across destinations worldwide. Our employees enjoy a flexible and supportive work environment, competitive compensation, and opportunities for professional development—while being part of a vibrant international team that values collaboration and innovation.

Why you should work for Azamara

• Join a growing, transformative cruise brand.
• Be part of a multicultural, global team that celebrates diverse perspectives.
• Work with colleagues and guests from across EMEA and beyond.
• Embrace and embody our core values:
  • Curiosity – We approach every interaction with empathy and open-mindedness.
  • Sustainability – We protect the world where blue meets green.
  • Integrity – We do the right thing, even when no one is watching.
  • Accountability – We take ownership and deliver results.
  • Passion – It’s in everything we do.

Who You Are

• Engaging, professional, and relationship-driven.
• Skilled at managing time and multitasking in a fast-paced environment.
• Self‑motivated, proactive, and detail-oriented.
• An excellent communicator who listens, empathizes, and resolves effectively.
• Comfortable working independently in an office and a results-driven setting.

Essential Duties and Responsibilities Group Booking Management

• Create, manage, and maintain group reservations in line with company policies and regional requirements.
• Process booking adjustments, payments, and guest documentation accurately and efficiently.
• Support pre‑ and post‑cruise group coordination, including dining, activities, and onboard experiences.

Customer & Partner Support

• Serve as the primary point of contact for UK and EMEA travel partners, group leaders, and direct guests.
• Handle inbound and outbound calls, emails, and correspondence with professionalism and efficiency.
• Provide timely updates and proactive communication regarding deadlines, promotions, and group milestones.

Policy & Procedure Compliance

• Apply current pricing, promotions, and booking guidelines to ensure compliance with Azamara’s policies.
• Uphold accuracy in all reservations and maintain adherence to company and regional standards.

Collaboration

• Partner closely with Revenue Management, Sales, and Onboard Services to support group strategy, manage inventory, and optimize revenue.
• Liaise with regional Sales Managers to align on account growth and relationship-building opportunities.

Problem Resolution

• Identify and resolve booking discrepancies, payment issues, or operational challenges with a solutions‑oriented approach.
• Ensure all resolutions maintain guest satisfaction and align with company values.

Sales & Upsell

• Recognize opportunities to promote onboard packages, stateroom upgrades, and additional amenities.
• Contribute to overall revenue growth by actively supporting sales initiatives in the EMEA region.

Documentation & Reporting

• Maintain accurate and up-to-date records of group correspondence, financial transactions, and booking notes.
• Prepare and distribute reports as requested by leadership or internal stakeholders.

Financial Responsibilities

None (though responsible for accuracy in handling payments, adjustments, and documentation).

Qualifications Work Location

• This position is fully on‑site in our office located in Woking, England, United Kingdom.
• Mus…