Cruise Lines
Expert sales talent converting inquiries into booked cabins and onboard revenue.
Expert sales talent converting inquiries into booked cabins and onboard revenue.
Cruise Line Sales Outsourcing
Reservations Sales
Booking Conversion
Reservations specialists who guide cabin, itinerary, and rate decisions to a confirmed booking.
Group Desk & Overflow
Group blocks, linked dining, and split payments handled without the hold time.
Wave-Season Capacity
A dedicated, employed bench for January through March, released when the surge ends.
First-Timer Conversion
Consultative guidance for the third of the market new to cruising.
Air & Transfer Coordination
Pre-and-post packages, flights, and transfers booked in the same conversation.
Accessible Bookings
Accessible staterooms and special requests that cannot be self-served online.
Revenue & Upsell
Pre-Cruise Upsell
Excursions, dining, spa, beverage, and connectivity packages sold before sailing.
Onboard Revenue Programs
A third of cruise revenue is earned after the ticket sells. We capture it.
Upgrade Campaigns
Cabin category and suite upgrades offered at the right moment.
Travel Protection Attach
Insurance conversations handled with clarity and compliance.
Loyalty & Rebooking Offers
Next-cruise certificates and loyalty-tier offers converted, not just explained.
Past-Guest Reactivation
Outbound programs that work the loyalty base before wave season.
Guest Care & Rebooking
Guest Services
Pre-departure questions answered the first time, protecting the booking.
Disruption Rebooking
Port changes and weather events handled in real time with empathy.
Loyalty Desk
Tier questions, certificates, and member handling for your best guests.
Saves & Retention
Cancellations become reschedules with a scoreboard on every save.
Premium & Suite Guests
Mature, enrichment-literate voices for high-value itineraries.
Multilingual Support
Coverage across languages through Hugo's global hubs.
Quality, Compliance & Back Office
Daily Call Scoring
Every call scored against weighted buckets feeding coaching.
PCI Payment Security
Card handling compliant across all twelve requirements.
Case Management
Documentation, fulfillment, and admin through Hugo's platform.
Chat, Email & Social
Non-voice channels with the same product fluency.
Clearview Scoreboards
Real-time performance per client, team, and agent.
Data & Analytics
Hugo's AI layer across every interaction.
We've got you covered...
Everything you need to fill sailings, grow onboard spend, and care for guests, with the speed, security, and quality your brand demands.
Onshore US floor + global reach via Hugo
Founded inside vacation ownership in 2009
301 production seats, 2M+ calls a year
PCI compliant across all 12 requirements
TCPA protocols built for consumer sales
Launch in 90 days or less (26-day record)
3x Contact Center of the Year
Clutch.com Champion
Globally recognized as a top BPO company for industry expertise and ability to deliver exceptional results.
Featured Stories
Insights from the teams driving revenue.
Paula Weeks Hospitality Director, FIFA '26 Read the interviewPaula Weeks on turning traditional vendor relationships into strategic partnerships, from Coca-Cola to FIFA '26 hospitality.
Read the articleTraffic is only half the battle. Converting and retaining buyers takes fast, flawless communication, which is exactly where outsourced sales support pays off.
Featured Stories
Insights from the teams driving revenue.
How does it work?
We source, train, and deploy your dedicated cruise reservations sales team.
1. Deep dive into your goals and team structure.
We take the time to understand your unique needs and goals. Our talent becomes an extension of your team, supporting your customer experience initiatives within your strategic direction, timelines and budgets.
2. We design a customized solution for you.
Within 1 week, we'll design a customized solution tailored to your unique needs. This includes selecting the right talent, customizing training and onboarding, and integrating with your existing processes - optimized for you.
3. Review and assemble your dream team.
Let us handle the screening and recruitment so you can build your dream team. We identify candidates who match your precise needs, coordinate interviews, collect your feedback, and refine the applicant pool until you land on just the right hires.
4. We'll implement a dedicated training program.
Our training, onboarding and assessments integrate with your processes while optimizing for scale and cultural nuance. We develop programs tailored to complement your approach.
5. Go Live & schedule check-ins!
Curtains Up - Your dedicated team is now fully operational. We will set up regular check-ins that work with your schedule, not ours. This ensures you have ongoing visibility into performance and can provide timely feedback based on your availability.
Discover why cruise and travel brands choose Hugo.
From boutique lines to global cruise brands, we make scaling reservations and sales effortless.
We’re always on, always responsive and always have trained backup agents for uninterrupted coverage.
We've mastered your tool stack and we’re ready to work from day one.
Security Overview
Hugo is committed to protecting your business with enterprise-grade security. Whether it’s your critical infrastructure, sensitive data assets, privacy rights, or overall customer trust, we’re dedicated to security and resilience and giving you the best possible service.
Business Continuity / Disaster Recovery
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Geo-redundant centralized data centers
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Dual MPLS WAN via multiple carriers
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Carrier grade disaster recovery
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Voice via PSTN TFN/DID, TDM, VoIP, or SIP (SBC)
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Regular testing ensure readiness
