Royal Caribbean cruise ship was incorporated in 1968 by hospitality entrepreneur Ed Stephan with 3 Norwegian cruise owners who include Sigurd Skaugen, Anders Wilhemsen and Gotaas Larsen.
The partners named the company Royal Caribbean, with the connection to royalty signifying the high standards of service guests could expect from the new company. The line’s first cruise ship, the Song of Norway, debuted in 1970, and was joined a year later by the Nordic Prince, then Sun Viking in 1972.
Royal Caribbean is known for its innovative ship design, including ships with rock-climbing walls, ice-skating rinks, and surfing simulators. The line has been voted Best Cruise Line Overall for 21 consecutive years by Travel Weekly readers. Royal Caribbean sails to more than 270 destinations in 60+ countries on six continents.
Position Summary:
This position is part of a direct consumer outreach sales organization, where the Outbound Sales Agent is responsible for supporting potential new and existing customers to create the vacation experience that they are seeking with our brand.
The sales agent is responsible for utilizing sales techniques to finalize sales on one call. This position is also responsible for servicing the direct guests as well as, exceeding their expectations during each call. This position handles inbound and outbound calls, which includes managing a guest reservation up until the time the guest sails.
The sales agent is responsible for managing a database of direct guests and attempting to contact up to 150 hot leads per day. These leads provided will have all shown recent interest in making a reservation with Royal Caribbean International. This is not a cold calling role as leads have expressed prior genuine interest. We are looking for forward-thinking individuals with a strategic drive, dedicated to putting the customer’s needs first while meeting the business objective.
Essential Duties and Responsibilities:
Effectively evaluate guest needs and identify products that best fit the guest’s needs, providing sales recommendations for our products on all sales calls and correctly creating accurate reservations
Servicing existing reservations according to guest requests and in accordance with existing business rules
Providing one call resolution on all calls
Responsible for working with other departments to assist guests in securing accurate information and finalizing their reservation.
Applying customer service standards in all guest interactions as defined by the business.
Responsible for correctly capturing pertinent information and payments during all interactions with guests.
Responsible for maintaining brand standards when handling guest inquiries.
Responsible for ensuring guest inquiries are consistently handled in an efficient manner within set call handling times.
Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.
Key Accountabilities
Meeting weekly Pax, Booking, and Attempt Goals
Meeting daily Metric Goals
Displaying the Royal Way at each interaction
Responsible for managing their bookings and all pertinent information & payments.
Reports to a Sales Coach, part of a sales team
Core Competencies
Ability to use sound judgment through the sales and booking process.
Business Effectiveness
Financial Responsibilities
Must meet or exceed weekly and monthly sales goals.
Responsible for delivery of sales lead attempt, bookings, pax, according to communicated goals.
Interpersonal Effectiveness
Experienced in building relationships and discovering what motivates the guest to buy.
Ability to relate and respond to the guests concerns and desires.
Ability to bridge across the sales process by using key sales techniques.
Ability to use clear and precise communication with the guests about all details of their vacation.
Ability to effectively use designated software to manage the database of guest information.
Personal Effectiveness
Ability to display the highest degree of personal integrity, takes responsibility for personal growth.
Adherence to Schedule and CVP/Consumer Outreach Objectives and Goals
Qualifications:
Fluent English communication skills
3 years of Outbound Sales phone experience.
Minimum 2 years College Degree preferred.