Special Services Co-Ordinator

4 weeks ago


Southampton, United Kingdom Oceania Cruises Full time

Purpose:

This role provides reservations support for our travel partners and guests from our UK, European and Middle Eastern Markets both on the telephone and via email, as well as our guest services team. Through proactive servicing, this role provides all rounded exceptional customer service to Trade Partners & Direct guests alike. It is responsible for servicing all post booking queries, 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:

Service & Administration:

  • Answer incoming calls promptly & courteously, with a smile
  • (KPI – 30 seconds)
  • Answer incoming emails promptly & professionally
  • (KPI – Same day (before 16h00) / 24 hours)
  • Liaise with other offices / departments, where required
  • Special Services, Shore Excursions, Visa Admin, OCI Club, Guest Relations & Onboard ship staff
  • 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
  • Mobility Forms, Alternative Port Requests, Specialised dining
  • Process cancellation and rebooks
  • Support Guest Services with group allocation & general group booking requests
  • Issue & dispatch documentation
  • Ensure product knowledge is current and refreshed

Guest Relations:

  • Manage day to day service escalation activities relating to service / product failure and guest dissatisfaction
  • Oversee and report on use of Sales Force for GR issues / Manage GR inbox
  • Investigate and collate feedback on complaints raised
  • Managing and resolving pre cruise escalated queries from Guest Services
  • Handling and overseeing queries from our vessels requiring expedited resolution
  • Assist with post cruise on-board account queries from guests, providing shipboard account folios


Additional ad-hoc duties:

  • To assist Guest Services with overflow calls and make cruise bookings
  • Attend and assist with ship visits and trade and consumer events
  • Various locations (midweek & weekend – usually 1 to 2 per year)
  • Assist other departments as and when requested


Job Specific Knowledge, Skills & Behaviours Required:

  • We are looking for a committed individual who wishes to develop within a growing business and industry.
  • 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 team
  • Honest; consistent; positive & enthusiastic approach
  • Well presented

Experience and Education:

  • Travel background, an understanding of the cruise industry and will have worked in a reservations / call-centre environment.
  • Call Centre, Travel Agency or Tour Operator experience
  • Customer Service 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 this position. Flexibility required to work weekend shifts, including hours outside regular business hours based on business requirement

  • Mon-Fri:- 08:30 – 18:00

(Subject to alteration to cover European hours based on Shift Rotations – 37.5 hrs per week)

Currently: Mon & Fri- Home Based / Tue; Wed; Thu - Office Based

  • Sat:- 09h00 – 15h00 (on rota, average 1 to 2 a month)

Currently: Home or office based

Bank Holidays: shared on a Rota basis



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