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Lead & Opportunity Management
- Proactively manage assigned leads through outbound calls, email, and voicemail
- Prioritize high-potential opportunities and manage a structured sales pipeline
- Maintain complete and accurate CRM records to support a full “Customer 360” view
Luxury Consultative Selling
- Conduct discovery-led conversations to understand guest motivations, lifestyle, and aspirations
- Recommend tailored Silversea voyages and experiences aligned to guest intent and emotional drivers
- Confidently guide guests through decision-making, addressing objections with empathy and authority
- Maximize upsell opportunities and incremental revenue options such as insurance, air, and land packages
- Support departmental sales initiatives based on company needs
- Convert opportunities into sales and manage payments and balances accurately
Value Expansion & Relationship Building
- Upsell and cross-sell relevant services including air, hotels, transfers, shore excursions, and onboard experiences
- Build long-term relationships that drive repeat bookings and referrals
- Position Silversea as a trusted partner, not just a travel provider
Brand & Guest Experience
- Act as a Silversea brand ambassador, demonstrating deep product and experiential knowledge
- Deliver consistently high-touch, luxury service across all guest interactions
- Partner closely with Silver Concierge and Service teams to ensure seamless guest journeys
Systems, Product, Discipline & Performance
- Operate confidently within Genesys and CRM platforms
- Track outcomes, follow-up commitments, and booking statuses with precision
- Meet or exceed revenue, conversion, and productivity targets
- Quickly adapt to new skills and product updates in a dynamic environment
- Maintain accurate client records using company technology
- Ability to multi-task and meet Service Levels
Success Metrics
- Revenue vs. goals and average booking value
- Lead- to-booking conversion rates
- Quality of pipeline coverage and follow-up discipline
- Guest satisfaction, loyalty, and repeat booking indicators
Corporate Citizen
- Uphold company policies, procedures, and ethical standards
- Perform additional duties as assigned
- Communicate effectively with internal and external stakeholders
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