Guest Services Coordinator

4 weeks ago

Portsmouth, United Kingdom Regent Seven Seas Cruises Full time
About UsnAt Regent Seven Seas Cruises we believe travel is not a reason to compromise and with The World’s Most Luxurious Fleet of 6 (six) ships you will be joining the Guest Services department for one of the leading luxury cruise lines in the world and will be part of a S&P 500 listed company. As an employer, we offer all the support and development our employees need to grow their skills and expertise as well as several benefits, ranging from private medical to highly discounted cruise holidays. We foster a culture of collaboration & contribution and are therefore looking for a colleague with passion and drive to continually learn and develop and contribute to our high performing Guest Services team service the UK/EMEA region.

Our Guest Services TeamnWe are a team of hardworking, fun-loving individuals who share a passion for luxury travel in the cruise sector. We aim to deliver exceptional customer service when making/servicing all aspects of our guests’ reservations for the UK/EMEA region. Our team comprises of Reservations, Air Operations and Guest Relations.nWe strive to be the best in our market segment.

The RolenThis role is responsible for converting leads and to resolve reservations related 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. In addition, we provide support to our Sales & Marketing teams supporting them at Consumer events and Trade shows.

Are you what we’re looking for?nAre you a person with a desire to work for a brand that delivers unrivalled luxury travel experiences? Are you a team player who can work collaboratively with others & is adaptable to change? Do you have an eye for detail and enjoy the thrill of a fast-paced variety packed role in the ever-changing landscape of the travel industry? If you think this sounds like an exciting opportunity for you – let’s have a chat.

Our CustomersnTrade Partners – Travel Agents and Tour OperatorsnDirect ConsumersnInternal Departments – Sales & Marketing, Guest Relations, Finance, US office, Ships

CompetenciesnKey Responsibilities:nSales:no Answer incoming calls promptly & courteously, with a smilen§ (KPI – 3/4 rings)no Answer incoming emails promptly & professionallyn§ (KPI – Same day (before 16h00) / 24 hours)no Check cruise; hotel/land program and air availabilityn§ Booking all the above as neededno Look for upsell and cross selling opportunitiesn§ Maximizing revenue potential for each bookingno Ensure accurate pricing / promotions are offeredn§ Provide each enquirer with all up to date and accurate information, including but not limited to:n· Current promotional offersn· Information on when payments (deposit & finals) are duen· Completion of full guest informationn· Visa & Health advice / Insurance referralsn· Shore Excursions & Dining pre booking timelinesno Ensure full booking process is adhered ton§ Full read backs and review before confirmation; update all booking notes/commentsn§ Collect guest’s data during callsno Follow-up daily on options, with the goal of converting to confirmed bookingsno Follow up on direct consumer inbound leads, where applicableno Ability to resolve calls at first resolutionno Ensure product knowledge is current and refreshed

Administration:no Liaise with US Office, where requiredn§ Revenue Management; Inventory; US Ops & Onboardno Update / Amend existing bookingsno Assist with pre-booking shore excursions & dining reservationsno Chase outstanding guest informationno Assist with communication on itinerary changesno Processing of special requestsno Process cancellation and rebooksno Issue & dispatch final documentation

Additional ad-hoc duties:nAssist Sales Department with ship visitsnAttend trade and consumer eventsnVarious locations (midweek & weekend – usually 1 to 2 per year)nAssist Marketing with brochure and advertisement proofingnAssist other departments as and when requestednFlexibility to work weekend shifts, including hours outside regular business hours based on business requirement

Job Specific Knowledge, Skills & Behaviors Required:

Customer focused, excellent communicator and listenernStrong product and destination knowledgenAttention to detail and excellent organizational skillsnComputer literatenWorking knowledge of MS Office applications, including Excel and WordnSalesforce knowledge, an advantage but not essentialnReservation system knowledgenAirline GDS, Sabre an advantage but not essentialnAbility to multi-task in a fast-paced environmentnDemonstrates resilience and flexibility to business needsnAbility to work well as part of a teamnHonest; consistent; positive & enthusiastic approachnWell presented

Experience and Education:

Call Centre, Travel Agency or Tour Operator experiencenCustomer Service & Sales experiencenIdeally at least 2-3 years’ Travel Experience in the luxury sectornSecond language (ideally French, German, Spanish) not mandatory but advantageousnHours of WorknThe 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 this position.nMon-Fri: - 09h00 – 17h30n(Subject to alteration to cover European hours based on Shift Rotations – 37.5 hrs. per week)nCurrently: Mon & Fri- Home Based / Tue; Wed; Thu - Office Based

Sat:-

09h00 – 15h00 (on Rota, average 1 to 2 a month)nCurrently: Home Based

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