Guest Services Coordinator

ABOUT US

Regent Seven Seas Cruises® delivers the pinnacle of ocean cruising aboard the world’s most well-appointed ships, with every luxury included, freeing our travellers to embrace and enjoy every moment to its fullest.

We traverse the globe, offering unforgettable excursions and opportunities to enjoy each region in its most glorious state for a truly unrivalled experience.

All Regent voyages include all-suite accommodations, round-trip air, impeccable service, exquisite cuisine with fine wines and spirits, unlimited internet access, the world’s greatest destinations, unlimited excursions, all onboard gratuities, ground transfers and a pre-cruise hotel package for guests staying in concierge-level suites and higher.

Regent’s all-suite, four-ship fleet will add two new ships within the next five years.

2020 saw the launch of Seven Seas Splendor™, inviting our guests to experience luxury perfected.

In 2023, we look forward to the arrival of a stunning sixth cruise ship.

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.

BENEFITS

• Free car parking nearby
• Pension Scheme
• Private Medical
• 6 weeks- paid sickness
• Discounted Cruise Programme
• 25 days paid holiday + 8 Bank Holidays
• Bus Discounts

ROLE LOCATION

This role will based in our Southampton office on a 3:2 ratio of 3 days in the office and 2 days from home. The two days from home will be on the Monday & Friday. 

BASIC 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, with related air & land elements; 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.

POSITION 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.

KNOWLEDGE & SKILLS:

• 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, an advantage but not essential.
• Reservation system knowledge.
• Airline GDS, Sabre an advantage but not essential.

• Ability to multi-task in a fast-paced environment.
• Demonstrates resilience and flexibility to business needs.
• Ability to work well as part of a tea.
• Honest; consistent; positive & enthusiastic approach.
• Well presented.

EXPERIENCE:

• Call Centre, Travel Agency or Tour Operator experience.
• Customer Service & Sales experience.
• Ideally at least 2-3 years’ Travel Experience in the luxury sector.
• Second language (ideally French, German, Spanish) 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, average 1 to 2 a month)

** If you do not hear back from us within 4 working weeks of sending us your application, it means that unfortunately, on this occasion you have been unsuccessful.**