Cruise Reservations Manager

Birmingham, West Midlands, England
Market Rate
13 Sep 2019
11 Oct 2019
Marie Heaven
Job function
Full Time
Contract Type
Are you looking to work for a very well know Tour Operator?? Do you have management experience and worked within a Cruise Department? If so this could be the perfect role for you!!
My client is looking for a Cruise Reservations Manager to join their very busy team! Not only will you be working for a well established company you will also receive some great Travel and company benefits.

Outline of Role:
To be responsible for the daily running and management of the Cruise Reservations department. Ensuring that monthly revenue, commission and land targets are met. Ensure calls are answered and dealt with quickly and service levels are maintained. Coordinate and motivate teams within the Cruise Reservations department.

Personal Requirements:
To be able to communicate effectively
Be able to manage time effectively
Be able to manage and motivate a team
Strong product knowledge and business awareness
Be able to manage conflict
The ability to work under pressure

Main Duties:
Managing the daily efficient running of the Cruise Reservations Department. Liaising with Call Centre Manager, Reservations Manager and other Managers to resolve any issues or problems. Answer calls and make reservations to ensure that service levels are maintained at all times. Address any issues or requests for information from Sales Manager's weekly reports.
Communicating team performance targets and ensure that departmental targets for speed, efficiency, sales & quality are met.
Ensure that call losses and call conversions are in line with Company monthly targets.
Reviewing the performance of staff and identifying any training needs via monthly one to one's, call monitoring and analysing daily reports.
Ensure team complete all mandatory training and that they are trained on all in house products, preferred airlines, cruise lines and systems.
Prepare and run departmental reports. Monitor, analyse and record statistics for individual and departmental performance against targets & forecasts.
Monitor staffing, including shift patterns and ensuring that there is sufficient number of staff required to meet demand
Coaching, motivating and retaining staff and promoting bonus, rewards & incentive schemes to the team to ensure initiatives are driven
Monitor and address staff performance to include errors, issues, inboxes and any noncompliance. Work with low performers to increase sales & commission.
Ensure that Cruise tickets, invoices and notifications are actioned in a timely and accurate manner and in line with Company Guidelines.
Ensuring that company polices outlined in the Company Handbook and individual procedures are adhered to that are to include, holidays, lunch breaks, breaks, smoking policy etc.
Work closely with Product and Marketing to drive more business to the Cruise Reservations Team.
Organise and chair the weekly cruise reservations meeting and ensure that staff are fully updated on any new developments. Attend weekly Trading meetings and feedback on departmental performance. Attend weekly Manager's Meetings to put forward ideas and suggestions for improvement, discuss agents low and high performance.
Monitor team performance on turnover and transactions, and ensure all the team are reading organisational and product updates. Ensure that team are fully briefed on any newly implemented operational updates & procedures.
Through own self development and training maintain up to date knowledge of products and Industry developments

Salary: Competitive Salary, Negotiable depending on experience plus bonus and great company benefits.

Company Benefits
* summer and winter ball free for staff.
* Satellite TV for all staff rooms
* free onsite parking
* Dress down Friday
* 28 Days holiday plus Birthday off
* Discounted package holidays and the opportunity to have an all expenses payed holiday for exceptional performance at work.
* Fam trips
* Bar opens at 4pm on a Friday, alcoholic drinks and soft drinks
* Christmas bonus
* Free eye test and discount
* Host dinners at Football matches and concerts
* Free tickets to football matches and concerts

Please contact Marie on 0121 450 9776 or email your CV to
You can also apply via the link below.

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