Service Manager

3 weeks ago

United Kingdom Oceania Cruises Full time

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.


Trade Partners – Travel Agents and Tour Operators
Internal Departments – Sales & Marketing, Guest Relations, Finance, US office, Ships

Service & Administration:
~ Special Services, Shore Excursions, Visa Admin, OCI Club, Guest Relations & Onboard ship staff
~ Support Guest Services with group allocation & general group booking requests
~ 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
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)
Computer literate
Working knowledge of MS Office applications, including Excel and Word
Salesforce knowledge, an advantage but not essential
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

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.Currently: Mon & Fri- Home Based / Tue; 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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