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Guest Services Coordinator
4 months ago
About Us Qualifications, skills, and all relevant experience needed for this role can be found in the full description below. At 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 Team We 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. We strive to be the best in our market segment. The Role This 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? Are 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 Customers Trade Partners – Travel Agents and Tour Operators Direct Consumers Internal Departments – Sales & Marketing, Guest Relations, Finance, US office, Ships Competencies Key Responsibilities: Sales: o Answer incoming calls promptly & courteously, with a smile § (KPI – 3/4 rings) o Answer incoming emails promptly & professionally § (KPI – Same day (before 16h00) / 24 hours) o Check cruise; hotel/land program and air availability § Booking all the above as needed o Look for upsell and cross selling opportunities § Maximizing revenue potential for each booking o 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
- Full read backs and review before confirmation; update all booking notes/comments
- Collect guest’s data during calls