Guest Services Executive

Wimbledon, London (Greater)
Competitive Salary
11 May 2017
11 Jun 2017
Job function
Customer Service
Full Time
Contract Type

Job Identification

Job title: Guest Services Executive

Responsible to: Guest Services Team Leader

Department: Guest Services

Locations: Nelson’s House, Wimbledon

Job Purpose

Key Elements:

To be responsible for responding to all pre and post cruise enquiries and correspondence from guests, either by telephone, email or letter.

   Key Tasks:

  • Ensure the required level of guest service and communication is achieved by telephone, letter and email at all times.
  • Demonstrate a sense of urgency depending on the volume of enquiries, and adapt and prioritise as required.
  • Maintain the highest level of written communications for pre and post travel correspondence.
  • Provide information which is 100% accurate and which addresses 100% of the guest’s questions during each contact. 
  • Investigate and resolve all complaints in accordance with company processes and industry guidelines, in a timely and fair manner, to achieve the best possible outcome for both guest and business. 
  • Allocate compensation based on company standards, to the approval of the relevant management.
  • Develop and maintain knowledge of company policies and procedures for dealing with clients who have special requirements, and assist colleagues and management to ensure these are followed consistently.
  • Identify potential problems relating to guest service and proactively work to find solutions to enhance the guest experience.
  • Communicate to relevant management/internal contacts information about guest needs and expectations, and levels of guest satisfaction.
  • Assist other departments with escalated guest enquiries or complaints, ensuring the guest remains the priority.
  • Communicate effectively with guests and external contacts.
  • Ensure the teams and companies’ objectives and goals are met.
  • Develop and increase knowledge of products and geographical areas through training and self-development.
  • Act as out of office emergency contact on a rota basis.
  • Set an example of guest service best practice within the company as a whole.

Reporting and Responsibilities

  • This role reports to the Guest Services Team Leader
  • This role has no direct reports.

Role of Department

  • The Guest Services team is responsible for responding to all guest enquiries and complaints that are received by telephone, email or letter, in line with established guidelines.

Key Result Areas

  • Responsible for investigating and managing guest complaints.
  • Responsible for determining appropriate levels of compensation in discussion with the Guest Services Manager or Guest Services Team Leader.


  • Customer Relationship Management (CRM)
  • MS Office to Intermediate Level

Decision Making and Problem Solving

  • Makes decisions in own sphere of influence.
  • Analytical and proactive approach to solving problems within own team, refers to Guest Services Manager/Team Leader for decisions regarding higher levels of compensation.

Communications and Relationships

  • The main internal contacts are within the Air and Operations teams, Guest Services team and Sales Call Centre.
  • The external contacts are worldwide Viking offices, guests, airlines and rail travel providers.

Income and Expenditure

  • Budget responsibility for compensation up to £100.00 shipboard credit and £100 cash per guest.

Person Specification

Knowledge and Experience:

  • Six months’ experience of working in a customer/guest services environment.
  • Travel industry experience (desirable)
  • Experience of dealing with and resolving complaints.
  • Experience of managing and exceeding guest expectations.
  • Understanding of guest service standards and guidelines.
  • Experience in allocating compensation (desirable)
  • Experience in preparing written correspondence for guests, ideally letters (desirable)


  • Exceptional guest services and administration skills.
  • Excellent communications skills, written and interpersonal.
  • Good organisational and prioritising skills.
  • IT Literate – experience of travel reservation systems.


  • Ability to build rapport quickly and empathise with a guest.
  • Ability to deal with guests and external contacts in a professional, confident and assertive manner.
  • Ability to prioritise tasks and work to deadlines.
  • Ability to work on own initiative as well as part of the team.
  • Ability to remain calm and patient under pressure. 
  • Pro-active problem solver.
  • Positive and enthusiastic approach to work with a dedicated and flexible attitude.
  • Ability to take ownership of their own performance and development.
  • A willingness to work a 5 day over 7 days shift system.
  • A willingness to attend and support Viking’s guest events in the UK (a few days per year).

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