Job Description
One of the best-known names in cruising, Cunard is the world’s leading international premium cruise line, carrying millions of guests each year to hundreds of destinations around the globe. With parent company Carnival Corporation, Cunard is well known for its White Star Service and Trans-Atlantic Crossings.
We’re looking for an amazing Partner Support Specialist to join Cunard. Cunard is one of the oldest and most famous ocean liners in the world. You’ll be responsible for administering support in all aspects of sales administration including helping support and to grow lower-producing travel agencies (i.e., Cruise nights and coordination of co-op marketing, special customer requests, contract administration, trade events, in-port events, sales planning, and reporting in support of the department and company’s goals and objectives. The specialist serves as a subject matter expert on all Sales Support functions for travel agency partners, the Field Sales and National Account teams, and Sales Directors. Works directly with travel advisors in responding to any business challenge or event questions as well as supports agency booking and CR questions that come into Sales Support via email or phone. Works with Commercial and Groups teams to set-up booking events and resolve booking issues.
Here’s a summary of what Cunard is looking for in its Partner Support Specialist. Is this you?
Responsibilities
- Provides customer service to National Accounts, Field Sales, and travel agents on Sales topics including, but not limited to, pricing, booking/policy questions, and reporting. Reviews National Account websites for annual policy content updates. Assists with promotional item distribution. Works to resolve Customer Relations issues on behalf of travel partners. Implement BDM empowerment goodwill transactions for Travel Advisors or their guests on behalf of the BDM. Submit concession forms to the Commercial team on behalf of the BDM. Sets up cruise nights, helps with large group requests, and sets up Inner Circle. Assists accounts with high potential but low producing and assists generally with all accounts.
- Logs, audits, and monitors the processing of Co-op marketing requests. Confirms spending does not exceed contracted amounts, verifies receipt of documentation, ensures that backup complies with Co-op Marketing Guidelines, calculates billing for accuracy, works with BDM or agency to resolve discrepancies, and manages timely payment processing.
- Reviews marketing materials (ads, email, and direct mail) to ensure the strategy is aligned with Sales Planning and Marketing and is accurate (fares, itineraries, disclaimers), and in compliance with Co-op Guidelines.
- Coordinates sales events, including developing landing pages for data collection, sending invitations, managing the reporting of RSVPs, coordinating bookings with internal departments, meeting space requirements, F&B, transportation, and other facets of travel. Supports all facets of sales events, large inaugural FAMS, and Executive Sales Forums including communications to guests, presentations, and PowerPoint design templates.
- Coordinates port functions (ship visits) including annual lists from Directors, submitting requests, sending invitations, and managing RSVPs.
Requirements
- Solid understanding of travel industry operations, particularly related to travel agencies, cruise lines, and group bookings
- Familiarity with sales processes, co-op marketing, and event coordination
- Working knowledge of CRM platforms (e.g., Salesforce) and booking systems (e.g., POLAR or equivalent)
- Basic understanding of contract administration and agency incentive structures
- Strong verbal and written communication skills to effectively interact with travel advisors and internal teams
- Excellent organizational and multitasking skills with the ability to manage multiple priorities and deadlines
- Analytical skills to interpret data and generate reports to support sales planning and performance tracking
- Proficiency in Microsoft Office Suite, especially Excel, Outlook, and PowerPoint
- High attention to detail, particularly in handling booking data, contracts, and event logistics
- Ability to build and maintain strong working relationships with both internal stakeholders and external travel partners
- Ability to troubleshoot and resolve issues independently while knowing when to escalate
- Ability to work collaboratively across departments such as Commercial, Groups, and Sales
- Adaptability to changing business needs and comfort working in a fast-paced environment
- Customer-centric mindset with a proactive approach to problem solving and service delivery
- Must be legally authorized to work in the United States. Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).
- Please note that this position is fully remote, US Only. (Please note that Holland America Line is not setup to hire anyone in the following states: AR, CT, DE, HI, IA, KY, LA, ME, MT, MS, ND, NE, NH, SD, VT, WV, WY)
Working Hours
- Monday - Friday, an 8 hour shift between the hours of 6:00am - 5:00pm PST
Benefits
- Cruise and Travel Privileges for You and Your Family
- Health Benefits
- 401(k)
- Employee Stock Purchase Plan
- Training & Professional Development
- Tuition & Professional Certification Reimbursement
- Base Salary Range: $22.93 to $30.96 The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.
Our Culture… Stronger Together
Our highest responsibilities and top priorities are compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at:
https://www.princess.com/aboutus/culture-framework/.
Princess/Cunard is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Americans with Disabilities Act (ADA)
Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com
