Guest Services Coordinator

4 days ago

United Kingdom Regent Seven Seas Cruises Full time

ABOUT US

Regent Seven Seas Cruises is the leading luxury cruise line, delivering An Unrivaled Experience™, with every luxury included, for 30 years.

Carrying no more than 732 guests, the line’s spacious and stylish ships - Seven Seas Explorer®, Seven Seas Mariner®, Seven Seas Navigator®, Seven Seas Splendor®, Seven Seas Voyager® and from 2023 Seven Seas Grandeur™ - form The World’s Most Luxurious Fleet™ and explore more than 450 immersive destinations globally.

Offering Unrivalled Space at Sea™, guests enjoy sumptuous all-suite accommodations, nearly all with private balconies, which are among the largest at sea, as well as highly personalized service throughout lavish public areas and expansive outdoor spaces.

Unique to Regent Seven Seas Cruises, unlimited complimentary shore excursions are available in every port, making it the only truly all-inclusive cruise line. Voyage fares include, gourmet cuisine in a range of specialty restaurants and al-fresco dining venues, fine wines and spirits, entertainment, unlimited internet access, free valet laundry service, pre-paid gratuities onboard, transfers between airport and ship, and one-night pre-cruise hotel package for guests staying in Concierge-level suites and higher.

BENEFITS

  • Free car parking nearby
  • Pension Scheme
  • Private Medical
  • Development Opportunities, partnered with Dale Carnegie
  • Sales Incentive Plan
  • 6 weeks - paid sickness
  • Discounted Cruise Programme
  • 25 days paid holiday + 8 Bank Holidays
  • Local bus discounts

BASIC PURPOSE

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.

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.

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 responsibilities

  • 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

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

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 team
  • Honest; consistent; positive & enthusiastic approach
  • Well presented

** If you do not hear back from us within 10 working days of sending us your application, it means the unfortunately on this occasion you have been unsuccessful**

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