Personal Cruise Advisor

Responsibilities

Margaritaville at Sea Personal Cruise Advisors are enthusiastic and results-driven sales professionals who help guests discover “A Better Way to Getaway.” This outbound telephone sales role is centered on guiding guests through the cruise planning and booking process, ensuring a seamless and enjoyable experience from start to finish.

Essential Functions:

• Place a high volume of outbound calls: Consistently make 100–120 outbound calls per day to direct guests, meeting or exceeding minimum booking requirements while maintaining a high level of professionalism and enthusiasm.

• Assist guests in planning and booking cruises: Guide direct guests through the entire cruise planning process, offering personalized recommendations to ensure a seamless and enjoyable booking experience.

• Process new individual reservation requests: Accurately handle incoming reservation inquiries from direct guests, ensuring all details are captured and the guest experience remains positive and efficient.

• Provide end-to-end customer service: Support guests from their initial inquiry through to their sailing date, ensuring all questions are answered and needs are met with care and attention.

• Maximize revenue opportunities: Identify and communicate value-added options based on guest preferences, including upgrades, shore excursions, and other supplemental products to enhance the getaway.

• Maintain focus and motivation: Demonstrate consistent drive and determination to achieve both personal and departmental performance goals in a fast-paced sales environment.

• Be solution-oriented and results-driven: Exhibit a proactive mindset, quickly learning new systems and processes, and confidently closing sales with a guest-first approach.

• Provide accurate information and documentation: Ensure all communications include correct details such as itineraries, cabin specifications, pricing, and terms and conditions to avoid confusion and build trust.

• Adhere to company policies and standards: Follow all applicable departmental guidelines, including punctuality, attendance, and conduct expectations, to maintain a professional work environment.

• Escalate calls when necessary: Recognize when guest concerns require supervisor involvement and provide complete and accurate information to ensure timely resolution.

• Work independently in a call center environment: Thrive in a self-managed, outbound sales setting while consistently meeting departmental scorecard goals and performance metrics.

Qualifications:

• High school diploma or GED required.

Experience:

• Prior experience in outbound sales, telesales, or a call center environment is highly desirable, especially in travel, hospitality, or related industries.

• Demonstrated ability to provide exceptional customer service, resolve guest concerns, and build rapport over the phone.

• Must be able to clearly and confidently communicate with guests, listen actively, and tailor recommendations based on individual needs.

Knowledge, Skills, and Abilities:

• Solid understanding of sales techniques and customer service principles, with the ability to build rapport, identify guest needs, and close sales effectively.

• Familiarity with cruise products, itineraries, and onboard experiences is a plus, though not required — training will be provided.

• Ability to speak clearly, confidently, and persuasively with guests over the phone, while maintaining a friendly and professional tone.

• Capable of managing multiple guest interactions, booking details, and follow-ups efficiently in a fast-paced environment.

• Comfortable using CRM systems, booking platforms, and standard office software (e.g., Microsoft Outlook, Teams, Excel) to manage reservations and communications.

• Skilled at identifying solutions quickly and effectively, especially when handling guest concerns or navigating booking challenges.

• Demonstrates initiative and drive to meet performance targets, with the ability to work independently and stay focused.

• Thrives in a dynamic environment, able to adjust to changing priorities, guest needs, and business demands with a positive attitude.

Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

Travel: No travel

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

This position is classified as “remote.” As a remote role, it allows employees to work full-time from their home. It may also require regular travel to our headquarters in Orlando, Florida for in-office collaboration.

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.

At Margaritaville at Sea, your total rewards package is much more than your base salary. We provide comprehensive and innovative benefits to meet your needs, including:

Health Benefits:

• Cost-effective medical, dental and vision plans

• Employee Assistance Program and other mental health resources

• Additional programs include company paid term life insurance and disability coverage

Financial Benefits:

• 401(k) plan that includes a company match

Paid Time Off

• Holidays – All full-time and part-time with benefits employees receive days off for 10 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.

• Vacation Time – All full-time employees at the below the Director level start with 15 days/year; Director and above level have Discretionary Time Off, which for Directors is generally 15 days and for VPs and above 21 days. Part-time with benefits employees receive time off based on the number of hours they work.

Other Benefits

• Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends

Join us and embark on a career that offers not only the chance to grow professionally but also the opportunity to be part of a fast growing company that offers opportunities for advancement.

In addition to other duties/functions, this position requires full commitment and support for promoting an ethical and compliant culture. More specifically, this position requires integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.

Margaritaville at Sea is an equal employment opportunity employer and all qualified applicants will receive consideration for employment on the basis of sex, race, color, sex, sexual orientation, gender identity, genetic information, national origin, religion, age, protected veteran status, disability status, marital status or any other classification protected by applicable local, state, federal, and/or international law.