XTN-C303815 | RESOLUTION AGENT

The Reservation Operations Specialist is tasked with managing and executing all reservation-related activities necessary due to operational changes like itinerary adjustments, sailing cancellations, and policy updates. The role involves directly updating the reservation and CRM systems to ensure consistency and accuracy across booking records, conducting reservation audits, and maintaining system integrity in line with company policies.

This role offers the opportunity to be at the forefront of customer service and operational efficiency within a dynamic reservations environment. Specialists will gain expert knowledge of reservation systems and CRM platforms, work closely with multiple departments, and contribute to significant projects that enhance guest experiences and operational success.

• Execute large-scale reservation updates for operational changes such as itinerary adjustments, sailing cancellations, rebookings, and booking consolidations, ensuring accuracy and compliance with company standards.
• Assist in operational projects impacting reservation processes, booking management, and guest experience, maintaining detailed records for accuracy, traceability, and auditability.
• Perform quality control checks on reservations to ensure accuracy in promotions, pricing, itineraries, and booking processes, and correct discrepancies within reservation systems.
• Conduct thorough reviews of new product builds to validate system alignment and reservation accuracy before launch.
• Coordinate complex reservation adjustments, including multi-booking changes and operational corrections, collaborating with internal teams for efficient implementation.
• Communicate effectively with other departments to implement and update reservation changes stemming from broader operational initiatives.
• Identify and address recurring issues in reservations or operational inefficiencies, providing actionable feedback to leadership for process improvement.

• Proven experience in handling large-scale reservation systems and CRM software.
• Strong attention to detail and a high level of accuracy in data management and documentation.
• Excellent problem-solving skills and the ability to manage complex operational tasks.
• Effective communication skills for coordinating across departments and reporting.
• Ability to work independently and as part of a team in a fast-paced environment.

• Experience in audit processes and quality control measures in reservation management.
• Knowledge of the travel and hospitality industry, particularly in cruise operations or similar settings.
• Advanced skills in data analysis and interpretation to support operational decisions and improvements.