Guest Services Coordinator

Employer
Regent Seven Seas Cruises
Location
Southampton, Hampshire
Salary
Competitive Salary plus company benefits. Such as, generous holiday, private health care and parking
Closing date
9 Dec 2021

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Sector
Cruise
Hours
Full Time
Contract Type
Permanent
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Job Details

Purpose:

This role provides all rounded exceptional customer service to Trade Partners & Direct guests alike. It is responsible for converting leads and to resolve enquiries; making & servicing cruise bookings; ensuring that all telephone and email enquiries are dealt with in a timely & professional manner to the high standard as demanded by the luxury client.

Customers:

Trade Partners – Travel Agents and Tour Operators

Direct Consumers

Internal Departments – Sales & Marketing, Guest Relations, Finance, US office, Ships

Competencies

Key Responsibilities:

Sales:

  • Answer incoming calls promptly & courteously, with a smile
    • (KPI – 3/4 rings)
  • Answer incoming emails promptly & professionally
    • (KPI – Same day (before 16h00) / 24 hours)
  • Check cruise; hotel/land programme and air availability
    • Booking all the above as needed
  • Look for upsell and cross selling opportunities
    • Maximizing revenue potential for each booking
  • Ensure accurate pricing / promotions are offered
    • Provide each enquirer with all up to date and accurate information, including but not limited to:
      • Current promotional offers
      • Information on when payments (deposit & finals) are due
      • Completion of full guest information
      • Visa & health advice
      • Insurance referrals
      • Shore Excursions & Dining pre booking timelines
  • Ensure full booking process is adhered to
    • Full read backs and review before confirmation; update all booking notes/comments
    • Collect guest’s data during calls
  • Follow-up daily on options, with the goal of converting to confirmed bookings
  • Follow up on direct consumer inbound leads, where applicable
  • Ability to resolve calls at first resolution
  • Ensure product knowledge is current and refreshed

Administration:

  • Liaise with US Office, where required
    • Revenue Management; Inventory; US Ops & Onboard
  • Update / Amend existing bookings
  • Assist with pre-booking shore excursions & dining reservations
  • Chase outstanding guest information
  • Assist with communication on itinerary changes
  • Processing of special requests
  • Process cancellation and rebooks
  • Issue & dispatch final documentation

Additional ad-hoc duties:

  • Assist Sales Department with ship visits
  • Attend trade and consumer events
    • Various locations (midweek & weekend – usually 1 to 2 per year)
  • Assist Marketing with brochure and advertisement proofing
  • Assist other departments as and when requested
  • Flexibility to work weekend shifts, including hours outside regular business hours based on business requirement

Job Specific Knowledge, Skills & Behaviours Requied:

  • Customer focused, excellent communicator and listener 
  • Strong product and destination knowledge
  • Attention to detail and excellent organisational skills 
  • Computer Literate: working knowledge of MS Office applications, including Excel and Word. Salesforce knowledge, seen as an advantage. Reservations systems, NVS an advantage. Airline GDS, Sabre an advantage. 
  • Ability to multi task in a fast- paced environment 
  • Demonstrates Resilience and flexibility to business needs
  • Ability to work well as part of a team
  • Honest; consistent; positive & enthusiastic approach 
  • Well presented 

Experience and Education:

  • Call Centre or Travel Agent experience 
  • Sales experience 
  • Ideally at least 2-3 years' Travel Experience in the luxury sector
  • Second language, not mandatory but advantageous

Hours of Work:

The position, although based in Southampton, is responsible for all reservations from the UK & EMEA region and therefore, where applicable, may be required to work covering European Hours & European holidays. UK holidays that fall on EU working days are normal working days for the position.

Mon- Fri 09h00- 17h30   (Subject to alteration to cover European hours based on Shift Rotations- 37.5 hrs per week)   Sat- 09h00-15h00 (on rota)    

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

Company

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.

Regent Seven Seas Cruises is the world’s most inclusive, luxury experience. With Regent, guests experience true, ultra-luxury on board our four-ship fleet that visits more than 450 destinations around the world. We provide a truly unparalleled cruise holiday; personalised service, an unrivalled staff to guest ratio, exquisite fine-dining and being comprehensively and incomparably all-inclusive, with unlimited free shore excursions in every port.

Our highly attentive teams ensure that every request is satisfied on board our fleet of ultra-luxury, all-suite ships with large private balconies; where premium beverages - including fine wines and spirits - tantalising gourmet dining, Wi-Fi, gratuities and more are all provided.

At Regent, we offer a diverse, exciting and international working environment in which you can grow and develop a career. We invest in our team members and promote a positive and supportive culture that is a great place to work, with friendly people and exciting, engaging and industry leading brands.

Find Us
Telephone
123
Location
Mountbatten House
Southampton
Hamsphire
SO15 2JU
GB

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