RIVER CRUISE SPECIALIST

JOB TITLE: River Cruise Specialist
DEPARTMENT: Reservations
REPORTS TO: Vice President, Reservations

SUMMARY: This position is primarily responsible for selling the company’s Product to Travel
Agencies and direct guests, providing telephone customer support services by performing the
following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Core duties and responsibilities include the
following. Other duties may be assigned.
 Exceeds travel partner and guest expectations through the completion of all reservation
and sales-related processes as listed.
 Handles inbound sales lead calls to convert calls into sales.
 Emphasizes salable features, quotes prices, and payment terms.
 Takes payments accurately.
 Makes outbound lead follow-up calls to potential and existing customers by telephone
and e-mail to qualify leads and sell products and services.
 Answers questions and recommends corrective services to address customer complaints.
 Overcomes technical and business objections of prospective customers.
 Builds and maintains customer relationships.
 Oversees quality control of bookings to maintain the integrity of the product.
 Handles high call volume, navigates system software, and utilizes Outlook.
 Books cruises, generate invoices, and follows up with travel agents and/or direct guests.
 Develops and nurtures relationships with travel agencies and/or direct clients.
 Updates and maintains the reservation database and verifies client information and
makes necessary corrections to new and existing bookings.
 Requests air quotes through in-house air department.
 Quotes prices and payment terms.

ACCOUNTABILITY: Carries out responsibilities in accordance with the organization's policies
and applicable laws. Responsibilities include efficient and timely response to each travel agent
and guest call, accurate recording of information and order taking.
SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities.
COMPETENCIES: To perform the job successfully, an individual should demonstrate the
following competencies:
Intellectual
Analytical - Synthesizes complex or diverse information; collects and researches data;
uses intuition and experience to complement data. 

 Problem Solving - Identifies and resolves problems in a timely manner; gathers and
analyzes information skillfully; develops alternative solutions; works well independently
and in group problem-solving situations; uses reason even when dealing with emotional
topics.
 Technical Skills - Assesses own strengths and weaknesses; pursues training and
development opportunities; Strives to continuously build knowledge and skills; Shares
expertise with others.
Interpersonal
 Customer Service - Manages difficult or emotional customer situations; responds
promptly to customer needs; solicits customer feedback to improve service; response to
requests for service and assistance; meets commitments.
 Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality;
listens to others without interrupting; keeps emotions under control; Remains open to
others' ideas and tries new things.
 Oral Communication - Speaks clearly and persuasively in positive or negative situations;
listens and gets clarification; responds well to questions; demonstrates group
presentation skills; Participates in meetings.
 Written Communication - Writes clearly and informatively; edits work for spelling and
grammar; varies writing style to meet needs; presents numerical data effectively; Able
to read and interpret written information.
 Teamwork - Balances team and individual responsibilities; exhibits objectivity and
openness to others' views; gives and welcomes feedback; Contributes to building a
positive team spirit; puts success of team above own interests; Able to build morale and
group commitments to goals and objectives; supports everyone's efforts to succeed.
Leadership
 Leadership - Accepts feedback from others.
 Quality Management - Looks for ways to improve and promote quality; demonstrates
accuracy and thoroughness.
Organization
 Business Acumen - Understands business implications of decisions; displays orientation
to profitability.
 Cost Consciousness - Contributes to profits and revenue; conserves organizational
resources.
 Diversity - Shows respect and sensitivity for cultural differences.
 Ethics - Treats people with respect; keeps commitments; inspires the trust of others;
works with integrity and ethics; upholds organizational values.
 Organizational support - Follows policies and procedures; completes administrative tasks
correctly and on time; supports organization's goals and values; Supports affirmative
action and respects diversity.
Self-management
 Judgment - Exhibits sound and accurate judgment.
 Motivation - Demonstrates persistence and overcomes obstacles; measures self against
standard of excellence.
 Planning/Organizing - Prioritizes and plans work activities; uses time efficiently. 

 Professionalism - Approaches others in a tactful manner; reacts well under pressure;
treats others with respect and consideration regardless of their status or position;
accepts responsibility for own actions; Follows through on commitments.
 Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and
promote quality; applies feedback to improve performance; monitors own work to
ensure quality.
 Quantity - Meets productivity standards; Completes work in a timely manner; Strives to
increase productivity; Works quickly.
 Safety And Security - Observes safety and security procedures; reports potentially
unsafe conditions; uses equipment and materials properly.
 Adaptability - Adapts to changes in the work environment; manages competing
demands; changes approach or method to best fit the situation; Able to deal with
frequent change, delays, or unexpected events.
 Attendance/Punctuality - Consistently at work and on time; ensures work responsibilities
are covered when absent; arrives at meetings and appointments on time.
 Dependability - Follows instructions, responds to management direction; Takes
responsibility for own actions; keeps commitments; commits to long hours of work when
necessary to reach goals; completes tasks on time or notifies appropriate person with an
alternate plan.
 Initiative - Volunteers readily; undertakes self-development activities; seeks increased
responsibilities; takes independent actions and calculated risks; looks for and takes
advantage of opportunities; asks for and offers help when needed.
 Innovation - Displays original thinking and creativity; meets challenges with
resourcefulness; generates suggestions for improving work. 

BUSINESS-RELATED CONTACTS:
 Operations Coordinators - Coordination and planning of specific client requests -
ongoing/ often daily
 Air Department - obtaining air schedule - daily
 Accounting - Handles all Payments/Credit processing.
 Information Technology (IT) Department– reporting reservation system errors - as
required and escalating when not resolved in a timely fashion 

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform
each essential duty satisfactorily. The requirements listed below are representative of the
knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE: High School Diploma or equivalent; or three to six
months related experience and/or training; or equivalent combination of education and
experience.

LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating
and maintenance instructions, and procedure manuals. Ability to write routine reports and
correspondence in a professional manner while demonstrating business ethic and customer
service. Ability to speak clearly and effectively via telephone, in person and before groups of
customers or employees of the organization. 

MATHEMATICAL SKILLS: Ability to calculate figures and amounts such as discounts, interest,
commissions, by adding, subtracting, multiplying and dividing. .

REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete
variables in situations where only limited standardization exists. Ability to interpret a variety of
instructions furnished in written, oral, diagram, or schedule form.

COMPUTER SKILLS: To perform this job successfully, an individual should have knowledge
and application of: Internet Software; Spreadsheet Software (Excel); Word Processing Software
(Word); Electronic Mail Software (Outlook); and Presentation Software (PowerPoint), and
Reservation Software. 

OTHER SKILLS AND ABILITIES:
 Excellent organizational, leadership, interpersonal communication, and computer skills.
 Clear and conceptual thinking ability is a plus.
 Excellent judgment and discretion; ability to handle multiple priorities simultaneously,
meet deadlines, and handle work-related stress is required.
 Friendly, courteous, service-oriented, professional, outgoing, and customer service
oriented.
 Remains calm and professional in stressful situations.
 Detail-oriented and work effectively under pressure while meeting all applicable
deadlines.
 Must be able to work independently and productively with minimum supervision.
 Recognizes problems, identifies possible causes, and resolves routine problems.
 Ability to establish and maintain professional atmosphere for employees, clients, and
customers. 

OTHER QUALIFICATIONS:
 Able to work a flexible schedule to include weekends.
 Good knowledge, preferably through personal experience, of world geography, foreign
countries.
 At least three (3) years of sales and/or customer service experience or a combination of
both.
 Requires a result-oriented sales professional with strong closing skills.
 Requires domestic and international travel on an as needed basis.

PHYSICAL DEMANDS: The physical demands described here are representative of those that
must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the
essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to
finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands
and arms. The employee is occasionally required to stand and walk.

The employee must occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision and color vision

WORK ENVIRONMENT: The work environment characteristics described here are
representative of those an employee encounters while performing the essential functions of this
job. Reasonable accommodations may be made to enable individuals with disabilities to perform
the essential functions.

The noise level in the work environment is usually moderate.