Vice President of Reservations

AmaWaterways River Cruises

. Lead AmaWaterways’ global Reservations function, including domestic and offshore teams .

Posted 10/8/2026full-timeCalabasas • California • United StatesLead💰 $200,000 - $240,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading global reservations operations, optimizing staffing and resource allocation, and driving sales performance through effective coaching and performance management. Proficient in managing departmental budgets, KPIs, and contact center technologies to enhance operational efficiency and customer satisfaction.

Highest-signal resume keywords

Leadership In Reservations OperationsContact Center ManagementSales Performance OptimizationBudget ManagementWorkforce Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Sales OperationsPerformance ReportingOperational EfficiencyCustomer Satisfaction ImprovementKPI MonitoringResource PlanningProcess ImprovementEscalation ProtocolsData-Driven Decision MakingStaffing Optimization

Soft Skills

Communication SkillsCollaboration SkillsProblem-Solving SkillsExecutive LeadershipTalent Development

Tools & Technologies

CRM PlatformsContact Center TechnologyReporting ToolsTelephony SystemsReservations Platforms

Industry Keywords

Travel IndustryHospitality ManagementCruise IndustryCustomer ServiceOffshore Operations

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Hospitality Management or a related field preferred; equivalent experience considered
10+ years of progressive leadership experience in reservations, contact center operations, sales operations or customer service
Significant experience leading managers and large teams
Experience leading complex, high-volume, sales-oriented contact center operations, preferably across multiple locations or geographies
Experience in the travel, hospitality, cruise or related service industry strongly preferred
Proven ability to improve sales conversion, service levels, productivity, operational efficiency and customer satisfaction
Strong understanding of workforce management, contact center technology, CRM platforms, performance reporting and quality assurance
Experience managing offshore operations, outsourced service providers or globally distributed teams
Experience leading organizational change, implementing new technologies and improving operational processes
Strong financial acumen, including budget management, staffing optimization and performance-based resource planning
Excellent communication, collaboration, problem-solving and executive leadership skills
Ability to work in a professional office environment, including prolonged periods of sitting and working at a computer
Ability to communicate effectively through virtual meetings, telephone conversations and in-person interactions
Ability to work flexible hours as needed to support global operations and business priorities

Benefits

Comp & perks

Performance-based incentive programs
Professional development
Onboarding, training and ongoing skill development
Reasonable accommodations for qualified individuals with disabilities
Occasional domestic and international travel
Flexible hours as needed to support global operations