Guest Services Coordinator

5 months ago

Southampton, United Kingdom Norwegian Cruise Line Holdings Ltd. Full time

**Purpose**:
**Key Responsibilities**:

- Sales:_
- Answer incoming calls promptly & courteously, with a smile
- (KPI. 3/4 rings)
- (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 duties:_
- 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

**Job Specific Knowledge, Skills & Behaviours Required**:

- Customer focused, excellent communicator and listener
- Strong product and destination knowledge
- Attention to detail and excellent organisational skills
- Computer literate
- 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**:

- Call Centre, Travel Agency or Tour Operator experience
- Customer Service & Sales experience
- Ideally at least 2-3 years of 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.
- Mon-Fri:

- 09h00. 17h30

(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 Based

**Benefits**:

- Company pension
- Discounted or free food
- Employee discount
- On-site parking
- Private medical insurance
- Sick pay

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Performance bonus

Work authorisation:

- United Kingdom (required)

**Location**:

- Southampton (preferred)

Work Location: Hybrid remote in Southampton

Reference ID: RSSC Guest Services Coordinator - UK

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