Key Responsibilities
- Sell Silversea cruises and related shore side products and services, using inbound and outbound phone and email conversations.
- Effectively evaluate Travel Agent request, needs and identify products that best fit the guests needs, providing sales recommendations for our products on all Sales calls and correctly creating accurate reservations.
- Servicing existing reservations according to guest requests or help travel partners with pre-cruise requests such as refunds, adding penalties, or adjust commission in accordance with existing business rules.
- Offer group benefits and manage existing group bookings.
- Meet assigned monthly, quarterly, and annual targets.
- Communicate and interact effectively with decision makers, at all levels internally and externally.
- Maximize all opportunities in the process of closing a sale; service existing cruise bookings booked direct, and exercise upsell opportunities throughout the life of the customer relationship.
- Sell consultatively, using active listening skills, and make recommendations to prospects and clients.
- Quickly apply new skills and multi-task to achieve peak levels of performance.
- Responsible for correctly capturing pertinent information and payments during all interactions with guests, utilizing company-supported technology tools and processes.
- In cases where Sales opportunities are not closed, providing all necessary information to pass along to ensure we are maximizing the company's marketing return on investment (ROI).
- Adhere to all company policies, procedures and business ethics codes.
- 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.
Qualifications And Education
- Ability to demonstrate sales and customer service skills.
- Proficiency in English of at least B2 CEFR level.
- Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity.
- Maintain professional internal and external relationships that meet company core values.
- Work both in a small local team and within a larger global team in a highly motivated, competitive environment towards a common goal.
- Computer knowledge and skills required.
- Must adhere to assigned schedule or work requirements.
- Proactively establish and maintain effective working team relationships with all support departments.
Financial/Quantitive Responsibilities
Meeting or exceeding sales quotas
- Weekly / monthly booking targets
- Revenue targets (not just number of bookings)
Driving Total Revenue per Call
- Maximizing value of each interaction through upselling and cross-selling
Selling high-margin products
- Top Suites
- Shore excursions, Land Packages, Hotels, Air
Quantitative Metrics
- Conversion rate
- Total Booking Amount
- Net Total Revenue
COMPARABLE POSITIONS/PEERS
Use this section to list the comparable positions/ peers including job titles that would be considered comparable to the level of this role with a brief statement of rationale. Include job code, job title, and explanation. The explanation should include the reasons why is this position comparable to the one being described.
How Has The Job Changed/Grown
(Only needed if we need to re-evaluate and grade the job. Please explain what's different with the scope from before.)
INTERNAL/ EXTERNAL RELATIONSHIPS
Internal Relationships
The role requires strong collaboration across multiple departments to support sales activities and ensure smooth operations.
- Sales Team / Account Managers
- Coordinate on trade partner strategies and sales targets
- Share insights on market performance and opportunities
- Marketing Team
- Align on promotions, campaigns, and product launches
- Provide feedback on trade partner engagement and campaign effectiveness
- Revenue Management / Pricing Team
- Ensure accurate pricing, offers, and inventory availability
- Communicate market demand and booking trends
- Reservations / Customer Service Teams
- Support booking issues, amendments, and escalations
- Ensure seamless service delivery for trade partners
- Operations / Product Development
- Stay updated on cruise itineraries, onboard experiences, and changes
- Relay partner feedback to improve offerings
- Finance / Accounting
- Assist with commission inquiries, payments, and billing issues
- Training & Support Teams
- Participate in internal training programs
- Help educate teams on trade partner needs and product updates
External Relationships
This role is highly outward-facing and focused on building and maintaining strong industry partnerships.
- Travel Agents & Trade Partners
- Primary point of contact for sales support, product inquiries, and bookings
- Build and maintain long-term relationships to drive revenue
- Consortia & Host Agencies
- Manage relationships with large travel networks
- Support joint promotions and strategic initiatives
- Direct Guests
Physical Requirements
Sitting & Computer Use
Ability to sit for prolonged periods (6–8+ hours per day)
Frequent Use Of
Computer/laptop (keyboard and mouse)
CRM systems and booking platforms
Communication Stamina
Ability to speak clearly for extended periods on calls (sales, partner support)
Adequate hearing ability for phone and virtual meetings
Comfortable with high call/email volumes
Vision Requirements
Close vision for:
Reading contracts, itineraries, and pricing details
Ability to differentiate details on digital interfaces
General Health & Stamina
Ability to maintain focus and productivity in a fast-paced sales environment
Capacity to handle peak seasons with longer working hours
Adaptability to changing schedules, time zones, and deadlines
WORKING CONDITIONS
Work Setting
Primarily an office-based environment
Schedule & Hours
Generally full-time (40 hours/week) with rotating hours
May Require
Extended hours during peak cruise seasons
Early mornings or evenings to support different time zones
Work Pace & Pressure
Fast-paced, performance-driven environment
Frequent Deadlines Related To
Sales targets and quotas
Campaign launches and promotions
High Emphasis On
Responsiveness to partners/agents
Accuracy in bookings and pricing
Interaction & Communication
Constant Interaction Via
Phone (inbound/outbound sales calls)
Email and chat systems
Virtual meetings (Teams)
Regular Collaboration With
Travel agents and trade partners
Internal sales, marketing, and operations teams
Technology & Tools
Heavy Reliance On
Booking platforms and reservation systems
CRM tools
Sales dashboards and reporting tools
Continuous use of computers, headsets, and communication software
