AmaWaterways River Cruises

Vice President

• Lead AmaWaterways’ global Reservations function, including domestic and offshore teams
• Establish operating standards, performance expectations and accountability across reservations activities
• Optimize staffing, scheduling, workforce management and resource allocation
• Oversee contact center capacity planning, call routing, queue management, escalation processes and service delivery
• Develop and manage departmental budgets, staffing plans and operating expenses
• Drive reservations sales performance through conversion, productivity, coaching and execution improvements
• Establish and monitor KPIs including conversion rates, booking volume, revenue productivity, service levels, response times and quality
• Partner with Sales and Revenue Management on commercial priorities, promotions, inventory and revenue opportunities
• Champion exceptional guest experiences and strong travel advisor relationships
• Establish escalation protocols and resolution standards for complex inquiries
• Optimize reservations platforms, telephony, CRM, reporting tools and contact center capabilities with Technology
• Lead automation, self-service, process improvements and adoption of new systems
• Establish reporting, dashboards and performance visibility for data-driven decisions
• Build, develop and retain the Reservations leadership team across locations and teams
• Lead performance management, coaching, talent development, succession planning and organizational change
• Serve as a key business partner to Sales, Revenue Management, Technology, Marketing, Finance, Operations and Guest Services
• Provide leadership with insights into operational performance, challenges and improvement opportunities
• Support business initiatives, product launches, promotional campaigns and reservations process changes
• Coordinate performance expectations with external service partners

Explore Vice President of Reservations at AmaWaterways River Cruises. Review requirements and application details.