Job Description

One of the best-known names in cruising, Cunard is the world’s leading international premium cruise line, carrying millions of guests each year to hundreds of destinations around the globe. With parent company Carnival Corporation, Cunard is well known for its White Star Service and Trans-Atlantic Crossings. 

We’re looking for an amazing Reservations Sales and Support Agent to join Cunard. A Cunard Sales and Support Agent is responsible for delivering exceptional service and driving revenue through expert guidance and assistance to guests and travel partners. This role combines customer service with sales, helping clients select the right voyage, cabin, and onboard experiences while resolving booking-related inquiries. Agents manage incoming calls, ensuring accurate and efficient processing of reservations, payments, and changes. They are expected to meet sales targets and deliver a seamless brand experience aligned with Cunard’s premium service standards. A deep understanding of Cunard’s products, promotions, and policies is essential, as is the ability to provide thoughtful, proactive solutions. The role also involves collaborating with internal departments to ensure guest satisfaction and resolve complex issues when needed. Sales and Support Agents play a vital part in upholding the Cunard brand promise and creating memorable cruise planning experiences.

Here’s a summary of what Cunard is looking for in its Reservations Sales and Support Agent. Is this you?

Responsibilities

• Convert inquiries into bookings by recommending itineraries, accommodations, and onboard experiences that align with guest preferences. Accurately process new reservations, payments, changes, and upgrades.
• Provide professional, courteous assistance for questions, concerns, and booking modifications. Resolve issues effectively while maintaining Cunard’s premium brand standards.
• Maintain in-depth knowledge of Cunard voyages, promotions, policies, and procedures. Represent the Cunard brand with expertise and confidence in all guest interactions.
• Meet or exceed individual and team sales goals. Accurately document call activity, sales metrics, and guest feedback as required.
• Work cross-functionally with internal teams to escalate guest concerns, support promotional campaigns, and provide feedback for service enhancements.

Please Note these Training and Work Hours:

• Your work hours would be an 8 hour shift between 6 AM PT -  5 PM PT with a 30 minute lunch
• Working weekend and holidays is required
• Training work hours:  Monday through Friday from 8:15a AM – 4:45 PM PT with a 45 minute lunch

Requirements

• Strong understanding of cruise products, destinations, and Cunard brand standards
• Familiarity with reservation systems (e.g., POLAR or similar)
• Knowledge of sales principles and customer service best practices
• Basic understanding of pricing structures, promotions, and booking policies
• Excellent verbal communication and active listening skills
• Strong sales and negotiation skills with the ability to upsell effectively
• Problem-solving and critical thinking in fast-paced environments
• Accurate data entry and attention to detail
• Time management and multitasking in a call-driven environment
• Build rapport quickly with a diverse guest base and travel partners
• Adapt communication style to suit the guest’s needs and preferences
• Stay calm and professional under pressure or during service recovery situations
• Learn and retain large amounts of product information quickly
• Work both independently and collaboratively to achieve team goals
• Must be legally authorized to work in the United States.  Holland America is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).
• Please note that this position is fully remote, US Only. (Please note that Holland America Line is not setup to hire anyone in the following states: AR, CT, DE, HI, IA, KY, LA, ME, MT, MS, ND, NE, NH, SD, VT, WV, WY) 

Benefits

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training& Professional Development
• Tuition & Professional Certification Reimbursement
• Base Hourly Range: $16.35 to $22.07. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.

Our Culture… Stronger Together

Our highest responsibilities and top priorities are compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: 
https://www.princess.com/aboutus/culture-framework/.

Princess/Cunard is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws.  If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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