Spanish‑Speaking Inbound Cruise Consultant UK/EMEA (based in Central London)

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

ABOUT THE COMPANY:

Silversea is the defining name in luxurious cruise travel by distinguishing itself in the ultra-luxury market with its elegant, all-suite ships, all-inclusive pricing, worldwide itineraries and genuine hospitality. All our ships feature spacious, ocean-view suites with butler service, and most include private verandas, meaning you can sip your champagne from the comfort of your deck while watching the vistas beyond. Whether you want to gaze at icebergs or palm trees, the choice is yours. Our ships sail pole-to-pole to over 900 destinations on all seven continents, leaving (almost) no part of coastline uncovered.  We are proud of our reputation as the "World's Best" cruise line and seek individuals who take personal pride in their work to join our award-winning team.

ROLE OVERVIEW:

As a Personal Consultant UK/EMEA (Spanish‑Speaking Inbound Sales Cruise Consultant, Fluent in English & Spanish, based in our London Office located in London Chancery Lane) you will be responsible for selling Silversea cruises and related shore side products and services to the consumer, via outbound telephone sales activities. Utilise web and other lead and inquiry sources to generate sales and grow long-term customer relationships. Develop customer relations by initiating calls, emails or other types of contacts to consumers, selling appropriate voyage and vacation packages. Work directly with the consumers to provide a personalised luxury customer service experience. Work within the global sales and support teams for the achievement of customer satisfaction, revenue generation, and long-term sales goals in line with company vision and values.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Selling Silversea cruises and related shore side products and services, using inbound consumer contacts.
• Handle inbound customer enquiries by providing accurate information, resolving service issues efficiently, and identifying appropriate opportunities to retain or upsell products while ensuring a positive customer experience.
• Effectively evaluate guest 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 and in accordance with existing business rules.
• Meet assigned monthly, quarterly, and annual targets.
• Manage a high-volume workload, meet goals assigned by management, and optimize the selling process through a scripted Sales Process.
• Communicate and interact effectively with decision makers, at all levels internally and externally.
• Maximise 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.
• Performing 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.

REQUIREMENTS:

• Fluency in both English and Spanish (written and spoken) is required.
• Demonstrate ability to interact and cooperate with all company employees.
• 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 toward a common goal.
• Computer knowledge and skills required.
• Must adhere to assigned schedule and all applicable PC objectives and goals.
• Proactively establish and maintain effective working team relationships with all support departments.