Tours Sales Agent - Lead

Role Summary:

As a Lead Tour Sales Agent, you will be responsible for overseeing the daily operations of the sales team, ensuring all team members meet performance goals and adhere to the company’s standards for customer service. You will coordinate the scheduling of Sales Agents, ensure that all essential job functions are being carried out effectively, and provide ongoing support to the team. In addition to your leadership duties, you will continue to engage with guests, promoting and selling tours while maintaining the highest level of customer service.

Essential Job Functions

• Team Leadership & Scheduling: Coordinate the daily schedules of the Sales Agents, ensuring proper coverage at all times during peak hours. Supervise the sales team to ensure they are performing their duties effectively and adhering to company policies.
• Sales Support: Actively engage with guests disembarking from cruise ships to promote and sell available tours. Offer in-depth knowledge of all tours, schedules, and packages, and match guests to the most suitable options based on their interests.
• Customer Interaction: Deliver personalized service by understanding the specific needs of each guest and offering recommendations that meet those needs, ensuring a high level of satisfaction and conversion.
• Booking Management: Handle tour reservations through multiple channels (phone, email, walk-ins, etc.), ensuring all bookings are accurately processed and entered into the system in a timely manner.
• Training & Support: Assist in the onboarding and ongoing training of Sales Agents, ensuring they are well-versed in tour offerings, the FareHarbor Dock system, company policies, and local regulations.
• Customer Education: Provide guests with in-depth knowledge of available tours, activities, schedules, and logistics. Answer all customer inquiries in a professional and friendly manner.

Minimum Requirements

• Experience: Previous experience in sales, customer service, or tourism is preferred.
• Professional Appearance: Adhere to company dress code and maintain a polished and professional appearance at all times.
• Sales Skills: Proven ability to upsell and meet sales targets, with excellent persuasion and negotiation skills.
• Communication: Exceptional verbal and written communication skills with the ability to engage with a diverse clientele.
• Problem Solving: Ability to handle customer concerns or complaints diplomatically and find solutions quickly to ensure customer satisfaction.
• Attention to Detail: Strong organizational skills with the ability to accurately handle bookings and customer data.
• Team Collaboration: Ability to work effectively in a collaborative, team-oriented environment, while also managing individual tasks.
• Punctuality: Demonstrate dependability, ensuring timely responses to customer inquiries and punctuality in meeting scheduling needs.

Physical Abilities Required

• Ability to sit for extended periods while working at a desk or on the phone.
• Capability to work long hours during peak seasons, including weekends and holidays.
• Comfortable working in a fast-paced office environment, handling multiple tasks simultaneously.