Guest Relations Coordinator (Fluent Spanish & Italian with English)

Southampton, Hampshire
Competitive Salary plus Free Parking, Private Medical, Pension
24 Nov 2017
24 Dec 2017
TW NCL Guest Rel
Job function
Customer Service
Full Time
Contract Type

Norwegian Cruise Line Holdings Ltd is a leading global cruise company which operates the Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises brands.

With a combined fleet of 25 ships with approximately 50,400 berths, these brands offer itineraries to more than 510 destinations worldwide. The Company will introduce seven additional ships through 2025, and has an option to introduce two additional ships for delivery in 2026 and 2027.

Our people are truly what makes us stand out from the crowd! The success of our company is simply down to its hard working and passionate team members. In our UK based Southampton office; Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas continue to go from strength to strength with proven success. 

As the company continues to grow we look for like minded individuals to join our team, who share our appetite for success and enjoy working in a fun environment. Team members are rewarded well for their efforts with competitive salaries and benefits.

Norwegian Cruise Line is the innovator in cruise travel with a 50-year history of breaking the boundaries of traditional cruising.  Most notably, Norwegian revolutionized the cruise industry by offering guests the freedom and flexibility to design their ideal cruise vacation on their schedule. Today, Norwegian invites guests to enjoy a relaxed, resort style cruise vacation on some of the newest and most contemporary ships at sea with a wide variety of accommodation options, including The Haven by Norwegian®, a luxury enclave with suites, private pools and dining, concierge service and personal butlers.

We have an exciting opportunity in the NCL Passenger Services department for the post  Guest Relations Coordinator, based in our Southampton office. We are looking for candidates with 3 languages  - Spanish, Italian plus English (fluent written and spoken)


To interact with guests by providing information in response to inquiries and to review, research and resolve complaints in a timely manner, using creative techniques within company guidelines, to increase or renew customer satisfaction and goodwill.  Communicates with internal and external guests, as well as ship officers and executive management through a variety of means—either in person, by telephone, e-mail or regular mail correspondence, to be alert of current trends, problem areas and recommend preventative measures.


Maintains accurate and up-to-date files to ensure that all correspondence is being addressed accurately, keeping track of status and any follow up required.

Work collaboratively to determine and address inquiries, concerns and resolve complaints from passengers and travel partners, via email or telephone to resolve their queries.

Routinely communicates with onboard personnel and officers to resolve passenger issues before they debark the vessel or to research concerns from a past voyage.

Act as guest liaison for calls and correspondence received by senior management

Review all memos, brochures, voyage reports, etc. regarding all ships in our fleet to stay current concerning itinerary changes, pricing, onboard activities; refund policies, personnel changes, etc.

Make recommendations and suggestions for changes in brochures, advertising and other promotional efforts.

Develops creative solutions to problems while considering the cost to the company and the ability to increase the company’s goodwill in the eyes of the passenger.

Provide back up support to other departments within Passenger Services

Extend problem-solving research across all departments involved in the components of the reservation and make necessary changes in Internal reservation system upon decision thru resolution.

Issue compensation such as amenities, cruise credits, onboard credits, and credit card refunds as needed to resolve customer inquiries.

Make appropriate entries in department database (Sales Force) to code, classify and document records for reporting purposes.

Fully conversant with Seaware & NVS to manage claims for all 3 brands of NCL Holdings.


This position accepts full ownership of escalated issues and has the autonomy to provide problem resolution in the most efficient and timely way possible to issues that extend across departmental units in the company.  Required to troubleshoot issues by conducting research, utilizing the skill and experience to make a judgment call, while balancing the policies and procedures and keeping the interest of protecting revenue.  In doing so, this final resolution is owned by this incumbent; and incumbent must be able to justify that decision.

Emails to be answered within 24 hours of receipt.

Letters to be replied to within the set standard service (within 10 days of receipt)

Provide reports within the set time scale.

Liaising with external customers advising of any delays or amendments due to internal operational reasons.

Building a rapport with our Travel Partners.

Ensuring queries are dealt with in required service standards.


Responds to 35 or more cases per week and within 10 days of receipt.

Incumbent reports directly to the Supervisor of Guest Relations, consulting on actions that create a precedent within the department or involve major expenditures.  The major thrust of this position is to respond and resolve passenger concerns via telephone, or email.  Individual must have excellent telephone etiquette along with strong verbal communication skills.  Creative techniques must be used to diffuse upset customers in a cost effective manner in order to promote customer satisfaction and continued customer loyalty.

EXPERIENCE: 2 years’ experience in customer-oriented role.

KNOWLEDGE & SKILLS:  Excellent communication skills (written and verbal). Ability to interact with all levels of the organization and client base in a professional, diplomatic and tactful manner.  Exceptional organization and analytical skills. Demonstrates the ability to deal with multiple, concurrent tasks, shifting priorities and an ability to meet changing needs while maintaining a positive attitude.  Must be resourceful and have an ability to work independently but also as a team.  Ability to complete work in a timely manner with accuracy and attention to detail.  Strong personal time management skills.  Proficient Microsoft software, such as Word, Outlook. An additional language is required, with the ability to write as well as speak Spanish as a minimum. Spanish & Italian with English (fluent & written).

We offer a diverse, exciting and international working environment and are looking to strengthen our team from the earliest possible date, so if you believe you meet our profile and are what we are looking for, then please send your C.V and covering letter.  Short listed candidates will be contacted within 30 days of their application being received. 

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