What are the responsibilities and job description for the Cruise Admin/Sales Manager position at ID90 Travel?
Job Title: Cruise Administrative and Sales Manager
Reports To: GM, Cruise & Car
Employment Type: Full-time
About ID90 Travel and What Makes Us Special
Why do so many in the airline industry love ID90 Travel? It’s simple: We take their travel benefits to new heights. The number one reason an employee joins an airline is for free travel, and ID90’s software and content provide the best non-revenue travel experience for airline employees. Our company is a leading technology solutions provider for the airline industry, with a SaaS-based platform that greatly reduces an airline’s costs associated with staff travel while delivering best-in-class user experience via mobile devices and web. In addition, ID90 Travel offers deeply discounted hotel, car and cruise content through our member’s only travel portal to further reduce the cost of airline employee travel. ID90 Travel clients include some of the largest carriers in the world including United Airlines, Hawaiian Airlines, Frontier Airlines, Alaska Airlines, Spirit, JetBlue and Sun Country and many more.
Position Overview
The Cruise Administrative and Sales Manager is responsible for overseeing day-to-day operations, administrative functions, and customer service activities within the cruise division, which includes staff located in both the United States and Argentina. This role ensures smooth coordination between the sales agents, administrative staff, and management while driving sales performance, ensuring compliance with company policies, and maintaining a high level of customer satisfaction. The Manager will also play a key role in staff development, reporting, and process improvement. The ideal candidate will have strong knowledge of the cruise industry, excellent operational and leadership skills, and the ability to work cross-functionally within a fast-paced online travel environment.
Key Responsibilities
Team Leadership & Development
- Manage, motivate, and evaluate staff performance.
- Foster a positive team culture that promotes collaboration, accountability, and continuous improvement.
- Conduct regular team meetings to communicate updates, expectations, and performance metrics.
- Identify training needs and coordinate ongoing staff development.
Customer Experience
- Ensure the highest level of customer service standards across the team.
- Resolve escalated customer issues in a timely and professional manner.
- Monitor customer feedback and work with leadership to implement improvements.
Sales Supervision
- Lead and support the cruise sales team to achieve individual and team sales targets.
- Monitor daily sales activity, conversion rates, and booking performance.
- Provide coaching, training, and mentoring to sales staff on effective sales techniques, product knowledge, and customer engagement.
- Assist with high-value or escalated client inquiries and bookings.
Administrative Oversight
- Manage and coordinate administrative processes including managing tickets, emails, voicemails, booking management, payments, documentation, and reporting.
- Ensure accuracy and compliance with company policies, procedures, and cruise line requirements.
- Oversee scheduling, workflow management, and workload distribution within the team, including time off and comp time
- Maintain records, reports, and data analysis for management review.
- Support implementation of new systems, tools, or process improvements to streamline operations.
Qualifications
- Bachelor’s degree in Business Administration, Hospitality, Tourism, or related field preferred (or equivalent experience).
- 5-10 years of experience in customer service, operations, or administrative roles, preferably within the cruise, travel, or hospitality industry.
- Experience hiring and managing remote or distributed teams, ideally across international locations
- At least 3 years of supervisory or leadership experience.
- Strong understanding of cruise industry operations, booking systems, and sales strategies preferred.
- Excellent organizational, multitasking, and problem-solving skills.
- Strong interpersonal and communication skills, with the ability to lead and motivate a team.
- Zendesk experience a huge plus.
- Detail-oriented with a focus on accuracy and compliance.
Benefits & Perks
- Competitive compensation aligned with your experience and skills
- Comprehensive medical benefits package
- Paid time off (PTO)
- Exclusive travel credits to use on our platform
- Flight benefits with specific carriers
- A dynamic, international team environment