American Queen Steamboat Operating Co Hiring for Reservation Agent – Customer Service – AQ at Fort Lauderdale, FL Full Time

Essential Duties & Responsibilities:

• Resolve guest problems utilizing strong guest service skills and exercising diplomacy in keeping with company objectives and guest retention
• Utilize appropriate methods to note important guest information and special requests so that operations departments can deliver on guest expectations
• Take ownership for guest queries seeing them through to conclusion, ensure the guest is kept

informed every step of the way

• Answer incoming calls and chats promptly and professionally using learned American Queen Voyages’ service and sales skills to explain products, services and prices
• Obtain guest information and accurately enter orders into reservation systems
• Prepare, plan, and sell cruises including shore excursions
• Convert the calls to sales through consultative sales, using active listening skills and making effective recommendations to prospects and clients
• Develop comprehensive knowledge of product offerings, product extras, pricing, and call guidance for all standard products
• Execute excursion cancellation communication to our guests
• Practice and follow the company’s RESPECT system and policies
• Attending applicable meetings and training as designated or necessary
• Demonstrate service excellence in every interaction to provide customers a luxury service experience.
• Contribute to achievement of company goals including customer satisfaction, revenue generation, and long-term sales goals in line with company vision and values
• Manage a high-volume service and sales focused workload, meet productivity goals, and optimize the service and selling process through pro-active customer contact.
• Demonstrate in-depth company and industry knowledge to articulate product features, benefits, and pricing; and to make recommendations on promotions, itineraries, and supplementary products such as upgrades, extensions, and other shipboard amenities
• Meet assigned monthly, quarterly, and/or annual targets

• Execute other projects as assigned by management

Requirements & Qualifications:

• Additional requirements may be required depending on the physical needs of the role

**This position can be remote

About Us:

City Experiences’ passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25+ brands that welcome upwards of 30 million guests/riders annually. If you’re an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.

The RESPECT Service System embodies City Experiences’ mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.

The Company is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and harassment against any applicants or employees based upon their race, color, religion, national origin, sex, age, sexual orientation, gender identity or expression, mental or physical disability, status as a protected veteran, or other characteristics prohibited by applicable law.

Additionally, we encourage all qualified applicants including those with past arrest or conviction records to apply. The Company participates in the E-Verify program in certain locations.

We encourage qualified applicants with arrest and conviction records to apply.