Role Overview

Swan Hellenic is seeking an experienced and high-performing Reservation Consultant to support and grow our B2C and B2B sales across the UK and Europe. This role is focused on converting a high volume of inbound leads generated through digital marketing initiatives, as well as proactively engaging prospective guests to drive bookings across our world-class expedition cruise portfolio.

The ideal candidate will have a strong background in expedition and luxury cruise sales, excellent closing skills, and the ability to manage the full sales cycle—from initial enquiry to confirmed booking and final documentation.

Key Responsibilities

1. B2C Sales & Revenue Generation

• Lead Conversion: Manage and convert inbound B2C leads from digital campaigns, website enquiries, and direct phone/email channels.
• Sales Execution: Proactively follow up with prospective guests to close bookings and maximize conversion rates against quarterly targets.
• B2B Support: Service and manage travel trade (B2B) enquiries and sales as required to support our partner network.
• Strategic Upselling: Upsell cabin categories, pre- and post-cruise arrangements, and value-added services to enhance the guest experience.
• Lead Qualification: Accurately qualify leads to match guest expectations with the most suitable itineraries and destinations.

2. Sales Operations & Administration

• Data & Reporting: Run regular ship and voyage-level reports to collate relevant guest information and ensure manifests are 100% accurate.
• Health & Compliance: Manage the collection and review of mandatory guest health forms and liability waivers, ensuring all documentation meets strict expedition safety protocols.
• CRM Management: Maintain meticulous records of leads, interactions, and bookings within the CRM and reservation systems.
• Lifecycle Support: Support guests and trade partners through the full booking lifecycle, including payment processing and pre-departure requirements.

3. Events & Brand Representation

• Consumer Shows: Represent Swan Hellenic at key industry events, such as the Destinations Travel Show, to engage face-to-face with prospective guests.
• Lead Capture: Actively generate and qualify leads during events, ensuring professional post-event follow-up.
• Brand ambassador: • Provide expert advice on itineraries, vessels, destinations, and expedition experiences.
• Expert Consultation: Provide a high-touch, consultative sales experience that aligns with Swan Hellenic’s premium "See What Others Don't" brand positioning.

Required Qualifications & Skills

• Experience: Proven track record in expedition cruise, luxury cruise, or high-end adventure travel sales.
• Sales Acumen: Strong closing skills with a consultative approach and experience managing high lead volumes.
• Administrative Precision: High attention to detail with experience running voyage reports and managing complex guest documentation (medical/health forms).
• Communication: Excellent written and verbal skills; comfortable with both outbound calling and receiving inbound enquiries.
• Technical Proficiency: Skilled in CRM systems, reservation platforms and standard Microsoft Office tools.

Requirements & Flexibility

• Hybrid Working: Minimum of two days per week based in our London office.
• Event Availability: Willingness to work occasional weekends to support consumer travel shows and brand events (time off in lieu provided).
• Passion: A genuine enthusiasm for expedition travel and remote, destination-led experiences.