Senior Manager, Reservations - Aman at Sea bei Aman Group

Location Overview
Join our corporate team at Aman at Sea. For over three decades, Aman has been synonymous with creating peaceful retreats that offer an escape from the everyday. With the arrival of Amangati, our first luxury motor yacht, Aman expands beyond land, reshaping water exploration and spearheading a new era in maritime experiences.

Role
Aman at Sea invites you to join our team in South Florida as a Senior Manager, Reservations. In this pivotal leadership role, you will guide our luxury contact centre operations, ensuring that each guest receives flawless, personalised service from initial enquiry to post-voyage follow-up. With a focus on operational excellence, team development, and guest satisfaction, you will be instrumental in shaping the journey of every guest who sails with us.

Reporting to the Vice President, Reservations, this position oversees our US and Europe-based call centres, championing performance standards that reflect Aman’s dedication to elegance, discretion, and intuitive service.

Responsibilities

• Oversee the performance of call centre teams across multiple markets, tracking KPIs and ensuring operational excellence.
• Provide leadership, coaching and development to team members, fostering a culture of continuous improvement and luxury service.
• Conduct regular quality assurance reviews and ensure service standards are upheld at every stage of the guest journey.
• Manage escalated issues and deliver timely, thoughtful resolutions to both guests and partners.
• Coordinate with shipboard and shore-side departments to ensure all guest needs and requests are met seamlessly.
• Maintain SOPs and training documentation for both reservations and guest services teams.
• Support reporting, data analysis and system enhancements in collaboration with IT and operational teams.
• Manage payroll reporting, incentive pay-outs, and coordinate refund and commission tracking with Accounting.
• Oversee relationships with third-party partners, including travel insurance providers.
• Act as a backup to the VP, Reservations, ensuring the team continues to meet Aman’s exacting standards.

Requirements

• Minimum 5 years of leadership experience in a luxury cruise line contact centre, travel agency, or hospitality reservations environment.
• Exceptional organisational, analytical and interpersonal skills.
• Proven ability to manage KPIs and develop high-performing teams.
• Proficiency in reservation systems such as Sabre, Amadeus or proprietary cruise systems; Salesforce experience preferred.
• Advanced Microsoft Office skills (Excel, PowerPoint, Word, Teams).
• Excellent written and verbal communication skills; multilingual capabilities are a plus.
• Strong knowledge of luxury cruise and travel terminology.
• Familiarity with guest service systems and shipboard operations.
• Flexibility to support non-standard hours during high-demand periods.
• Ability and willingness to travel occasionally as required.

Benefits
At Aman Group, we believe that our colleagues are at the core of our success. We offer competitive benefits including exciting international career opportunities in a company that is expanding rapidly. We prioritise and support your career journey, making you feel valued, included and at home.

If you thrive in an ultra-luxury environment and are passionate about delivering seamless service at the highest level, we invite you to apply to join us on our journey.