Reservations & Administration Consultant

Job Description:

For more than three decades, Crystal has been synonymous with exceptional, award-winning voyages. In 2022, AKTG (Abercrombie & Kent Travel Group) acquired the Crystal brand and its two vessels, Crystal Serenity and Crystal Symphony, ushering in a new era of being ‘Exceptional at Sea’ following a $170 million refurbishment of the two ships. The globally renowned cruise line offers discerning travellers' industry-leading, authentic, and enriching experiences both onshore and at sea. Crystal’s pioneering partnership with Abercrombie & Kent provides guests with unparalleled access to the most sought-after experiences and destinations around the world. The reimagined ships boast larger, updated suites with artisanal finishes, and almost one member of crew per guest.

 Crystal is home to the first-ever Casino de Monte-Carlo at sea as part of an exclusive partnership with Monte-Carlo Société des Bains de Mer (SBM), and world-class dining includes Umi Uma®, the only dining experience at sea by chef Nobu (Nobuyuki Matsuhisa), and the only Beef bar on the ocean, a collaboration with visionary restaurateur Riccardo Giraudi, and a specially curated Osteria d’Ovidio menu by three-time Michelin-starred Italian chef Massimiliano and celebrated restaurateur Raffaele Alajmo.  The ships also feature cutting-edge wellness at the Aurōra Spa, and spectacular entertainment including Broadway-standard shows. With a legacy of unrivalled service and commitment to sophistication and elegance at every touchpoint, once onboard guests feel as if they are perfectly at home.

The Reservations & Administration Consultant will be responsible for assisting travel agents to make reservations for their guests and ensuring exceptional customer service throughout the reservation process. Your new role will also be responsible for providing administrative support to ensure efficient operation of the APAC Trade Reservations and Direct Consumer Sales Departments.

• Assist agents in selecting the most suitable cruise packages, itineraries, and accommodations based on their guests’ preferences and budget.

• Provide accurate information on cruise ship amenities, onboard activities, dining options, entertainment, and shore excursions.

• Process reservation requests, bookings, and payments efficiently and accurately using our reservation system.

• Coordinate special requests, such as dietary preferences, mobility assistance, celebrations, and group bookings, ensuring guest satisfaction and attention to detail.

• Handle and resolve complaints or issues, working closely with other departments to ensure client satisfaction and swift resolution.

• Performs administrative tasks, such as conduct research and comply with company policies when emails are being escalated or any other requests to all inboxes.

• Daily management and actioning of the Res Admin, Groups and Admin APAC email inboxes including Client facing Admin Inbox, Reservations Admin Inbox and Groups Inbox.

• Completes daily, weekly reporting tasks: E-ticket reporting, Payment Report, Passport expiration report and updates, trade option follow-up, and any other administrative reporting required.

• Answers system escalated emails and provides assistance and support to all reservation agents for both sales channels. Effectively routes all inquiries to the proper individual/department with high quality and in a timely manner.

• Prioritize and complete assigned projects in a timely manner, meeting the expectations of the Reservation Manager and Executive Team Members.

• Maintain accurate and up-to-date records of agent and guest information, reservations, payments, and special requests.

• Prepare various reports, including booking lists, guest feedback and overdue balances to support management decision-making.

• Collaborate with the finance department to reconcile payments, invoices, and billing discrepancies. Following up with agents and guests where needed.

• Previous experience in a trade reservations role, preferably within the luxury travel or hospitality industry.

• Previous experience in executive administration.

• Excellent communication skills, both verbal and written, with the ability to actively listen to guest needs and provide clear and concise information.

• Strong organizational skills and attention to detail to manage multiple reservations and administrative tasks simultaneously.

• Proficiency in computer systems and reservation software; experience with industry-specific systems is a plus.

• Demonstrated ability to work effectively in a fast-paced and deadline-driven environment.

• Genuine passion for delivering exceptional customer service and creating memorable experiences for guests.

• Flexibility to work on a rotational shift basis, including weekends at requests.