Manager - Circles

The Gig:

The Circles Manager (Groups Manager) is responsible for overseeing the operations, sales, and service of group reservations within the cruise line’s contact center and back-office operations. This role ensures the efficient management of group bookings, coordinates with internal and external stakeholders, and drives revenue growth while maintaining high customer satisfaction. The Circles Manager will lead a team dedicated to handling group inquiries, managing contracts, and providing seamless customer experiences. 

What You'll Be Up To:

Operational Leadership
● Oversee the end-to-end management of group reservations, from inquiry to post-cruise follow-up.
● Develop and implement efficient workflows for handling group bookings within the contact center and back-office
teams.
● Ensure compliance with company policies, pricing structures, and contract terms related to group bookings.
● Manage operational performance metrics such as response time, conversion rates, and guest satisfaction scores.
● Work closely with IT and system administrators to optimize the group booking platform and CRM system

Team Management & Development
● Lead and mentor a team of Group Sales & Service Representatives and Back-Office Coordinators.
● Provide training and coaching to enhance sales techniques, customer service skills, and product knowledge.
● Set performance goals and conduct regular performance evaluations.
● Foster a culture of collaboration, accountability, and excellence within the team.

Sales & Revenue Growth
● Develop and execute strategies to increase group sales and onboard new group clients.
● Identify upsell and cross-sell opportunities within group bookings (e.g., excursions, premium packages, onboard
events).
● Analyze sales trends and provide recommendations to optimize pricing and promotions for group bookings.
● Collaborate with the marketing team to develop targeted promotional campaigns for group travel.

Customer & Stakeholder Engagement
● Act as the primary point of contact for high-value group clients and travel agencies.
● Ensure smooth communication between the contact center, onboard staff, and operations teams for seamless
guest experiences.
● Resolve escalated issues and disputes related to group bookings and contracts.
● Develop strong relationships with trade partners, corporate clients, and event planners.

Reporting & Analytics
● Monitor key performance indicators (KPIs) such as group booking conversion rates, revenue per booking, and
customer satisfaction.
● Generate and present reports on group booking trends, sales performance, and operational efficiencies.
● Use data-driven insights to propose improvements in group sales strategies and customer service processes.

What You'll Bring to the Table:

● 5+ years of experience in group sales, reservations, or customer service within the travel, cruise, or hospitality
industry.
● 3+ years in a leadership or management role within a contact center or back-office environment.
● Strong knowledge of group sales processes, cruise booking systems (Proficient in Seaware), and customer
service best practices.
● Experience working with travel agencies, corporate accounts, and affinity groups.
● Exceptional communication, negotiation, and conflict-resolution skills.
● Proficiency in CRM software, sales analytics tools, and Google Suite.

Preferred Qualifications
● Experience working in a fast-paced, high-volume customer service environment.
● Familiarity with cruise line policies, pricing models, and onboard experiences.
● Background in business development, event planning, or trade partnerships.
● Bilingual proficiency is a plus.

Workplace Environment
● Contact center or hybrid/remote work setting.
● Availability to work flexible hours, including weekends and holidays, as required.
● Occasional travel for training, conferences, or client meetings.