· Primary Contact Point: Manage all incoming FIT inquiries across various channels, including Email, WhatsApp, Social Media Messengers, and OTA platforms (e.g., Viator, Expedia, Booking.com).
· Expert Guidance: Act as a travel consultant by analyzing guest needs and preferences to recommend the best ship, itinerary, and cabin solutions for a successful trip.
· Conversion: Promptly and professionally answer questions regarding deck plans, amenities, and technical details to build trust and finalize bookings.
Post-Booking Engagement & Guest Nurturing
· Confirmation & Welcome: Proactively initiate conversation with FITs immediately upon booking to confirm receipt and provide a warm, luxury welcome.
· Requirement Discovery: Capture essential guest data, including dietary restrictions, mobility needs, and special celebrations (anniversaries, birthdays, etc.).
· Upselling: Identify opportunities to enhance the guest’s journey by suggesting cabin upgrades, private shore excursions, or premium onboard packages.
Internal Collaboration & Synergy
· Reservations Liaison: Coordinate daily with the Reservations Team to ensure booking accuracy and real-time availability updates.
· Front Office Handover: Communicate all guest special requests and VIP profiles to the Ship-side.
Post-Cruise Stewardship
· Feedback Collection: Follow up with guests after their cruise to gather candid feedback and ensure their expectations were met.
· Reputation Management: Encourage satisfied guests to share their experiences on TripAdvisor, Google, and other relevant review platforms.
Requirements
· Experience: 3+ years in luxury hospitality, premium travel agencies, or high-end guest relations.
· Full proficiency in English (written and spoken).
· Exceptional "digital etiquette" with the ability to convey a high-end luxury tone via text, email, and messenger platforms.
· Strong ability to listen to a guest's needs and provide tailored solutions rather than "hard selling."
· Autonomy: Ability to work independently under the guidance of the Commercial Director, making service-recovery decisions within pre-set parameters.
· Comfortable managing multiple communication channels simultaneously.