Guest Relations Manager
2 weeks ago
We recognise the value in having people with a variety of backgrounds, experience and skills in our business. That means the role requirements here should be seen as a guide, not a checklist. If you have more, less or different experiences, but really relevantskills, we’d love to hear from you.
We work flexibly and will help you to find a healthy balance of remote working and time in our fantastic Southampton office, collaborating, taking part in events and getting to know people that makes working with us so rewarding. We welcome the opportunityto discuss reduced hours and job share arrangements.
**The Role**
Working within the Princess Team here at Carnival UK, the Guest Relations & Family Assistant Manager will manage and coordinate the 24/7 global support, assistance and service to guests should their cruise holiday be impacted or interrupted. You will berequired to build effective working partnerships with global stakeholders, including teams onboard our ships, guest experience teams around the world, and Port Operations. To be successful in this position, you will need to:
- Lead, engage and develop the Guest Relations & Family Assistance Team
- Provide guest insight and feedback trends from UK guests, providing recommendations to improve the guest experience to increase the Net Promoter Score
- To create and maintain a positive and inspirational environment to encourage an effective and engaged team in own team and across the wider Guest Services department
Our role categories range from CUK15 (entry level) to CUK1 (Brand President) so you can clearly see internal development opportunities. This role is a CUK07 and is offered on a full time, permanent position, with at least two days based in our Southamptonoffice.
**About You**
Fresh ideas and different perspectives are what excite us most and help us to succeed. Alongside bringing these to the role, you’ll also need:
- Experience in developing and managing a high performing customer service team
- Delivered transformational change and continuous improvement in fast-paced environments.
**Being part of our team has its advantages**
We’re a holiday company so we know there’s more to life than work. Our comprehensive range of benefits are designed to help suport your personal and financial health and wellbeing.
- A warm welcome with full support settling in
- Home and office-based hybrid working (minimum two office days)
- Regular office events including live entertainment, lifestyle events and charity partner fundraisers
- Extensive learning and development opportunities
- Annual bonus
- Minimum 25 days leave, bank holiday allowance and holiday trading scheme
- Employee-led networks
- Employee Assistance and Wellbeing programmes
- Recognition scheme with prizes and awards
- Employee Discounted Cruising plus Friends and Family offers
- Contributory Defined Contribution Pension scheme
- Company paid private medical and dental insurance and health assessment
- In-house Occupational Health support and access to digital GP
- Life Assurance
- Parental and adoption leave
- Employee Shares Plan
- Electric Car and Cycle to Work schemes
- Onsite restaurant offering range of healthy cooked and grab and go meals
- Discounted retail and leisure via discounts portal
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