Future Sales and Loyalty Manager

Please note, this is a shipboard position and will NOT be in office or remote. The location is set to London as a reference point, but we are accepting candidates globally.

Position Summary

The Future Cruise & Loyalty Manager plays a vital role in promoting Crystal itineraries by leveraging available tools and implementing proven strategies to optimize future bookings. Additionally, they are responsible for administering the Crystal Society program and organizing related events onboard.

Each ship has two Future Cruise & Loyalty Managers, and they work collaboratively towards common goals, ensuring dynamic and effective teamwork within, as well as with other departments onboard and the corporate team.

Operational Duties & Responsibilities

All duties and responsibilities are to be performed in accordance with Crystal Basics, the company’s Safety Management System (SMS), STCW requirements, MLC promulgated standards, USPHS guidelines, and environmental regulations.

Each shipboard employee may be required to perform all functions in various service venues and throughout the ship.

• Promoting Crystal’s fleet and future itineraries in a positive, exciting way, with the use of different sales tools to ensure our guests can book another cruise whilst onboard.
• Promoting the onboard booking benefits through marketing material, blurbs, presentations, letters & socializing to encourage guests to rebook future Crystal sailings.
• Exceptional knowledge of the reservation system and current offers, as well as booking conditions.
• Maximize all opportunities in the process of closing a sale and exercise upsell opportunities throughout the life of the onboard relationships with guests.
• Answering guests’ inquiries in the most professional and enthusiastic manner with great attention to detail.
• Accurately apply all the savings and deliver precise information on pricing and availability.
• Promptly and accurately deliver all relevant documents to guests and follow up on the process.
• Process all bookings in a timely and efficient manner via OneIS reservation system.
• Accurately complete and safely store all booking forms.
• Effectively prepare and present PowerPoint documents of Crystal Destinations to maximize sales generation.
• Have exceptional product knowledge and assist with providing guests with details on future itineraries.
• All administration related to the Crystal Society Loyalty program.
• Attending and co-hosting Captain’s Reception parties, Crystal Society Cocktail Parties and any other functions as well as parties hosted by individual Guests or Travel Agents.
• Communicate with the onboard Editor regarding the opening hours and blurbs in the Reflections.
• Proofread Reflections daily regarding opening hours and sales advertisements.
• Coordinate Open House with Concierge Desk, Housekeeping, and the Editor regarding the onboard tours of suites.
• Conduct desk hours as scheduled in the daily Reflections.
• Continuous learning about the port locations throughout the world.
• Maintain a friendly and approachable demeanor, even under pressure, and utilize an in-depth knowledge and understanding of Crystal Basics.
• Keep track of work and rest hours on the crew portal on a continuous basis.
• Invite and host dinners on several occasions throughout each voyage.
• Constantly provide valuable insights to the Fleet Future Sales Manager on how to improve sales and generate more revenue.
• Assist the Front Office with the Embark and Debark duties.
• Conduct Ship Tours as part of the In-port Functions.
• Produce the Start of Voyage report SOV to plan out the entire voyage activities, marketing, opening hours & presentations. SOV is to be sent to the HD, Editor, and the Fleet Future Sales Manager
• Produce End of Voyage EOV sales reports and send them to the Fleet Future Sales Manager, VP, Global Consumer Sales for Crystal, and the SVP, Global Sales & Reservations for A&K Travel Group, Ltd.
• To collaborate with department management and staff to ensure overall communication and motivation is optimized to promote a cooperative and harmonious working climate that will maximize crew morale, productivity, and efficiency.
• To attend meetings, training activities, courses and other work-related activities as required. And where appropriate, initiate meetings to address and resolve quality concerns and continuously identify improvement opportunities.
• To conduct oneself in a professional and courteous manner, including physical and verbal interactions with fellow shipboard employees and/or in the presence of guests.
• To perform operational related duties as required.

This position description in no way implies that the job responsibilities listed in this document are the only duties to be performed by the employee holding this position.

Financial Responsibilities

Financial responsibilities for budget, expenses and/or achievement of revenue targets.

• To coordinate cruise sales related deposits and charges through the Company’s reservation system.
• To ensure that Company property is always maintained properly and treated with respect.

Safety Responsibilities

• Attends all company mandated safety trainings and safety drills and actively participates in them.
• Actively participates in guest safety drills if required.
• Ascertains that all safety procedures are adhered to in accordance with the company’s Safety Management System (SMS).

• Ensures that proper PPE is used by oneself where and when required.
• Practices safe lifting techniques as all times.
• Complies with Port Manning duties as required and scheduled.

Other safety duties may be assigned as necessitated by operational requirements.

Team Motivational Responsibilities

• Fosters a Crystal Basics culture to enhance the experience of both guests and fellow team members and subordinates.

Education & Qualifications

• Minimum of two (2) years of experience in Public Relations in the hospitality or tourist industry.
• Sound knowledge on Sales and principals of advertising or marketing beneficial.
• Excellent product knowledge of worldwide destinations and ports of call (tour leading or Shore Excursions experience beneficial).
• Fluency in additional languages is beneficial.
• Must be fluent in written and spoken English (needs to score at least 90% in the onboard English proficiency test).
• Must be in possession of all position relevant STCW certification as mandated by the International Maritime Organization (IMO).
• Must be in possession of a valid Crystal Cruises approved Pre-Employment Medical Examination (PEME), declaring the crew member to be fit for shipboard duty.
• Must have very good communication skills.
• Must have very good administrative skills (proficient in Outlook, Word and Excel).
• Must have excellent organizational skills and show attention to detail.
• Must possess excellent leadership skills and the ability to interact with all levels of people.
• Must be able to remain calm under pressure.
• Must be able to communicate and implement corrective action steps in an effective, yet diplomatic fashion.
• Must have an outgoing personality and possess a positive attitude and can maintain a friendly and approachable demeanor while always remaining firm.

Work Environment & Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions for this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The employee must be able to lift or move up to 55 pounds (25 kilograms) without assistance.