Guest Experience Specialist

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 honour 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.

BASIC PURPOSE:

Responds to inquiries from guests during or after their cruise vacation and provides timely information by reviewing, researching, and resolving complaints within corporate guidelines. Helps increase or renew customer satisfaction and goodwill.  Communicates with shoreside and shipside departments through a variety of means - either in person, by telephone, or e-mail correspondence and alerts teams of current trends, problem areas.  May also recommend resolutions and preventative measures.

POSITION RESPONSIBILITIES:

Maintain accurate and up-to-date customer case files on a weekly basis to ensure that all correspondence is addressed timely and efficiently. Track files and follow-up on items; prioritize files of a sensitive nature.

Work together with internal and external customers to determine and address inquiries, concerns and resolve complaints from guests and travel partners through mainly written correspondence by email. There will be times that a phone call to the guests or travel partner will be necessary to clarify and resolve issues.

Refer guests' concerns to appropriate areas for response directly to the guest; take appropriate steps to ensure that internal departments receive and respond to requests in a timely manner.

Communicate routinely with onboard staff and officers to resolve guest issues before disembarkation and research concerns from a past voyage.

Act as customer liaison for correspondence received by executive officers and senior management including senior vice presidents and the president’s office.

Remain apprised of local and national trends and topics relevant to the cruise line.

Review all memos, brochures, voyage reports and other reports to stay abreast of itinerary changes, pricing, onboard activities, refund policies and personnel changes.

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

Use critical thinking skills to develop 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 guests.

Issue compensation such as amenities, cruise credits, onboard credits, check requests, credit card refunds within established guidelines to resolve customer inquiries.

Enter information in customer database to code, classify and document records for reporting purposes.

Assist with special projects as assigned.

Perform other job-related functions as assigned.

KNOWLEDGE AND EXPERIENCE:

EDUCATION: High School Diploma or equivalent

EXPERIENCE: One year of customer service / guest relations experience.

KNOWLEDGE & SKILLS: Strong critical thinking, written and verbal communication skills to effectively assist guests and relay appropriate information to management and related departments. Interpersonal skills and solid knowledge base of customer relations processes and policies to assist other Coordinators.  Ability to interact with all levels of the organization and client base in a professional, diplomatic, and tactful manner.  Exceptional organizational skills to maintain records of customer files. Sound problem-solving skills with ability to fully understand and identify with customer concerns and situations. Demonstrated ability to handle multiple tasks and shifting priorities while maintaining a positive attitude.  Ability to be resourceful to customers. Ability to work effectively independently, as well as in a group.  Ability to complete work in a timely manner with accuracy and attention to detail.  Strong personal time management skills to handle high volume of requests.  Basic level proficiency with Microsoft Office Suite, Word and Outlook.  Solid proficiency in Sales Force software is preferred. Must always project a professional appearance as it may be necessary to meet with guest face to face.

*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 been unsuccessful*.