Sales / Customer Service Representative- Air Reservation Representative in Wichita, KS at Royal Caribbean Cruises Ltd.

Date Posted: 7/29/2019

Job Snapshot

Job Description

Air Reservations Representative

Great vacations begin with great employees!

Combine your experience and sense of adventure by joining our exciting team of employees in Wichita, KS. Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.


Position Summary

The Air Reservations Agent will be under the direction of the Supervisor of Air Reservations, handling in-bound telephone calls from direct guests and travel partners, acting as a sales agent and first point of contact for guests and travel partners calling into the Air Reservations Team.  Agent is responsible for utilizing sales techniques to finalize sales on one call. This Agent will be making air reservations for Royal Caribbean International/Celebrity Cruises/Azamara Club guests. This position requires the Agent to provide general information regarding Air pricing to sell new Air bookings and/or to service existing Air bookings (both internal and external customers).  This Agent acts as a liaison between the Airline and guests to accommodate the guests and travel partner air requests.  The Air Reservations Agent mainly handles in-bound calls of Guests and Travel Partners until the guest sails.  The Air Reservations Agent will be held accountable for meeting strategic ticket volume targets each month. 

Career Snapshot

  • Provide sales quotes for Air reservation products and correctly creating accurate Air reservations to guests and Travel Partners.
  • Responsible for meeting monthly sales ticket volume targets and converting inquires to book Air tickets.
  • Book and confirm air requests/booking from direct guests and travel partners within existing business rules and provide service on these sales as required.
  • The Air Reservations Agent will need the ability to calculate additional fees, quote air prices and manually create airline reservations (PNR) in the Amadeus/GDS system.
  • Responsible for correctly capturing pertinent information and payments during all interactions with guests and/or Travel Partners.
  • Responsible for working with other departments to assist the guest or Travel Partner in securing, purchasing and finalizing their Air Reservations. (e.g., Hotel, Transfers, ETT, etc.)
  • As part of the Air Reservations Agent role, on rare occasions they will back-up the Emergency Travel Team (ETT) and will monitor flights for Air/Sea and Cruise-Only guests who are experience flight irregularities while en route to the ship.
  • The Air Reservations Agent will apply the brand service standards in all interactions with guests and/or Travel Partners as defined by the business.
  • Responsible for ensuring guest and Travel Partner inquiries are consistently handled in an efficient manner within the call handling times.
  • This position may possible work four (4)  / 10-Hour Shifts, weekends and/or evenings included as a part of their regular shift; and potentially work one (1)  on-call weekend shift every 4 weeks.
  • Responsible for converting inquiries to Air bookings and achieving a given sales call conversion rate as well as maintaining elevated customer service levels.
  • Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their Supervisor or Management.


Job Requirements


  • List the minimum level of education and experience required to perform the work at the entry level of the job.
  • High School Diploma or general education degree (GED) required.  Bachelor’s degree preferred.
  • Airline CRS/GDS, AS400, and call center experience preferred.
  • Prefer at least 1 year of phone sales experience.
  • Prefer Knowledge of airline reservation system and AS400.
  • Ability to use sound judgment and qualifying questions to effectively impact the sales and booking process.
  • Apply effective sales techniques to address all guests & travel partners concerns and secure the sale on one call.
  • Must consistently demonstrate effectiveness in building relationships and discovering what motivates the guest to buy.
  • Ability to relate to the guest(s) and/or travel partner(s) and respond to their concerns.
  • Ability to bridge across the sales process by using key sales techniques.
  • Ability to read technical information on cruise reservations including pricing, payments/refunds, commission, and change history.  Ability to compose letters and emails in a professional manner and tone, with proper business grammar etiquette.


  • Medical, Dental and Vision start on day one
  • Complimentary Employee Cruise after your first year of service
  • Opportunities for Growth
  • Education Reimbursement
  • Free On-Site gym

Join our team as an Air Reservations Representative!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidate's without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law.  RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.


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