Luxury Reservations Supervisor

Our client is an award-winning family-owned luxury cruise line that has spent more than two decades quietly redefining small-ship travel. Their yachts carry roughly one hundred guests which changes everything: crew learn names guests come back year after year and ask for people by name and the experience is built around the individual rather than the itinerary. The fleet is growing and a new commercial office is opening in West Palm Beach so this is the rare chance to join an established luxury brand at the beginning of a new chapter.

They are hiring a Reservations Supervisor to lead the team in the new West Palm Beach office. This is a genuine leadership seat with room above it not a senior agent title.

What you will do

• Lead the day to day reservations operation including coverage scheduling and service standards across US and overseas team members
• Coach the team on consultative selling not order taking. Guests here are choosing between a yacht and a villa and the conversation matters
• Own the numbers: conversion call and email response times booking value and service levels and report on them credibly
• Handle the bookings that need a steady hand including VIPs repeat guests travel advisor escalations and anything complicated
• Tighten the process. Find the manual steps the reporting gaps and the automation nobody has built yet and fix them
• Partner with Sales Revenue Management and the onboard team so what is promised ashore is what happens on board
• Hire onboard and develop the team as the office and the fleet expand

What we are looking for

• Supervisory or team lead experience in reservations guest services front office or a travel contact centre ideally in luxury hospitality or luxury travel
• A luxury service instinct. Five-star hotel private club yacht villa resort or luxury travel background all translate directly
• Comfort with reporting and systems. You should like a dashboard not tolerate one and be strong in Excel and on a reservations or property management platform
• Experience coaching people to a standard rather than simply managing a queue
• Excellent written and spoken communication and the judgment to know which is which
• A second language is a plus as is experience with overseas or remote team members

Why people take this job

Small-ship luxury is a different business from mass-market cruise. Roughly a hundred guests a voyage means fewer transactions handled with more care and repeat bookings that prove it. You are joining as the office is being built so how this function works is largely going to be how you decide it works.

Benefits

• Medical dental and vision insurance
• Short- and long-term disability life and long-term care coverage
• Paid time off including vacation sick and personal days company holidays floating holidays and bereavement leave
• 2 Weeks of yachting for you and a companion per year
• Friends and family sailing rates after six months of employment