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Cruise Specialist

Norwegian Cruise Line
Southampton, Hampshire
Competitive Salary plus commission and benefits
Closing date
3 Dec 2021

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Full Time
Contract Type
Job function
Customer Service
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Job Details

About Us

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 28 ships with nearly 60,000 berths, these brands offer itineraries to more than 490 destinations worldwide. The Company has nine additional ships scheduled for delivery through 2027.

Named by Forbes as “America’s Best Large Employers” in 2021, Norwegian’s passionate team members have offered guests an outstanding award-winning vacation experience. Ranking among the top 75 companies in the overall Large Employer category and among the top 10 companies in the Travel & Leisure sector.

“We are proud to be recognized by Forbes as one of the World’s Best Large Employers,” said Frank Del Rio, president, and chief executive officer of Norwegian Cruise Line Holdings Ltd. “We believe people are our most important resource and this prestigious honor demonstrates our ongoing commitment to support, respect and empower our Company’s 34,000 dedicated and passionate team members across the globe.”

By being part of NCLH, our competitive benefits packages offer you and your family the opportunity to stay healthy and thrive both personally and professionally.


Job Title: Cruise Specialist

Department: Guest Services

Reporting to (Job Title): Reservations Team Leader

Overall Purpose of Role:

This is a highly driven Sales and Customer Support role where you will be responsible for providing our Direct Guests and Travel Agent Partners with an exceptional standard of customer service, proactively securing bookings and maximising on all sales opportunities.

Role Responsibilities:

  • You will receive and respond to inbound calls and emails, identifying customer requirements and matching the appropriate cruise with additional services
  • You will secure sales through service, whilst meeting and exceeding targets set by your Team Leader
  • You will build and maintain relationships with all Trade Partners and Direct Guests
  • Action email requests regarding product and reservations
  • Use various selling techniques to close the sale within the call
  • Action fare quotations and bookings in accordance with company policies
  • Maintain product and brand knowledge to aid the close of a sale
  • To feedback campaign success and customer feedback to your Team Leader
  • Responsible for securing and processing credit/debit card payment ensuring confidentiality and accuracy of all payment transactions
  • Accountable for achieving set KPI’s including, revenue, conversion and passengers booked
  • Build rapport and be proactive within the call to prevent any need for a second call to the company
  • Accountable for identifying market and sales trends and feeding back to your Team Leader suggesting new initiatives to secure more sales
  • Accountable for establishing and maintaining a good working relationship with other team members, guiding, advising and helping others where appropriate enhance service levels
  • Consistently maintain high levels of professionalism that reflects a positive image of the product and the brand
  • To complete any necessary administration duties accurately and timely
  • To maintain departmental standards of dress/office tidiness/time keeping and attendance
  • To comply with all relevant legal regulations to ensure customer confidentiality and contact requests are adhered to

Experience and Competencies:

  • Experience of working in a Sales and Customer Service environment
  • Previous experience of working within the travel/cruise industry or within a Contact Centre environment is desirable
  • Knowledge of typical Contact Centre systems, CRM, Avaya, WFM, booking systems
  • You will be a confident, outgoing and flexible individual with a positive attitude and enthusiastic approach, showing passion, interest and commitment
  • Excellent communication skills, interpersonal and negotiating ability and the ability to use your own initiative and intuition will be required in the role
  • A good level of computer literacy, a high level of attention to detail, plus strong organizational and time management skills, PC literacy in Windows, Outlook, MS Office, and other associated applications
  • Self-driven, results orientated with a positive dynamic approach
  • Strong communication skills across all channels and levels
  • Ideal candidate should be fluent in both English and at least one other European or Middle Eastern language (preferably German, Spanish, Portuguese, French, Italian, Hebrew, Arabic)


  • Educated to GCSE level or equivalent (desirable)
  • NVQ Customer Service Level 2 (desirable)
  • Recognized qualification in Travel & Tourism (desirable)

Other Features of the Role:

  • 37.5 hours per week covering the operational hours including weekends and bank holidays
  • Occasional Travel as required within the UK, on ships and to our International offices
  • Contact Centre operational hours are 8am – 8pm Mon to Fri, 8.30am – 6.30pm Sat, 9am – 6pm Sun (at high season)
  • In the event of an emergency you will be required to support the operation outside of core hours
  • Flexible working from home will be considered

*If you do not hear back from us in five working days of sending us your application, it means that on this occasion you have not been successful* 


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 likeminded 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.

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