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
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Service inbound sales calls, understand customer needs, build rapport, and offer expert cruise and land vacation solutions.
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Deliver outstanding service tailored to each customer's unique needs.
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Create high‑quality customer engagement, identify requirements, pitch effectively, and close sales.
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Offer alternative solutions when initial offerings do not meet customer requirements.
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Meet or exceed KPIs related to conversion rate, margins, data capture, and call handling.
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Perform accurate cost calculations and provide timely, detailed quotations.
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Produce accurate administrative documentation to complete bookings.
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Work proactively as part of a small team within a larger Reservations department to bring energy and drive to a fast‑paced, dynamic environment.
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Collaborate effectively with other departments to ensure a seamless customer journey.
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Follow call center compliance guidelines, including FTC regulations, state Seller of Travel laws, and data protection policies.
Qualifications, Skills & Experience
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Travel industry experience is essential; full training will be provided to the successful candidate.
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Sales experience required; call center experience preferred but not essential.
Critical Competencies
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Highly motivated sales professional, results‑oriented, and driven to accomplish goals with strong self‑motivation.
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Ability to understand profit and loss, basic business finance, and gross margin calculations.
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Proven sales history demonstrating consistent performance against KPIs.
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Strong relationship‑building skills with the ability to connect quickly with customers.
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Adaptable communication style to provide a personalized experience.
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Strong organizational skills to achieve targets and KPIs.
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Takes accountability for actions and results.
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Thrives under pressure with resilience and focus on quality and business profitability.
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Excellent communication and listening skills.
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Flexible in scheduling, including weekends and extended hours based on business needs.
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High attention to detail.
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Computer literate with solid knowledge of Excel, Word, Outlook, and internet research.
Benefits
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10 days paid vacation, increasing to 15 (or 20) days after five years of service
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Health insurance
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401(k) with company contribution
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3 days PTO
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5 days paid sick leave
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Annual discretionary/non‑contractual bonus
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Maternity / Paternity leave
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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.
