Guest Relations Specialist

3 weeks ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Norwegian Cruise Line Holdings Ltd. Full time

ABOUT US

Norwegian Cruise Line Holdings Ltd is a premier global cruise operator, managing the Norwegian Cruise Line, Oceania Cruises, and Regent Seven Seas Cruises brands. Our diverse fleet consists of 28 vessels, providing nearly 60,000 accommodations and serving over 490 destinations worldwide. With nine additional ships on order for delivery through 2027, we continue to expand our offerings.

Recognized by Forbes as one of "America's Best Large Employers" in 2021, our dedicated team members are committed to delivering an exceptional vacation experience. We rank among the top 75 companies in the overall Large Employer category and are a leader in the Travel & Leisure sector.

“We are honored to be acknowledged by Forbes as one of the World's Best Large Employers,” stated Frank Del Rio, president and CEO of Norwegian Cruise Line Holdings Ltd. “Our people are our greatest asset, and this recognition reflects our commitment to support, respect, and empower our 34,000 passionate team members globally.” By joining NCLH, you will benefit from competitive packages designed to help you and your family thrive both personally and professionally.

WORKING HOURS

The standard working hours follow a shift pattern between 8:00 AM and 6:00 PM, Monday to Friday, with occasional weekend shifts averaging two per month. The role requires a minimum of 37.5 hours of work each week, with shift timings subject to change.

BASIC PURPOSE

The primary responsibility is to investigate both external and internal case submissions, managing inbound inquiries via phone and email, and occasionally making outbound calls to travel agents, partners, and guests. This role supports various departments, primarily focusing on reservation processes, and addresses escalated issues beyond routine service levels, including VIP inquiries and Revenue Management calls.

POSITION RESPONSIBILITIES:

  • Deliver prompt and courteous assistance to Contact Centre & Outbound Agents, travel partners, direct consumers, and other internal departments, ensuring accurate and up-to-date information on products, promotions, procedures, and policies for all reservation types.
  • Investigate and resolve issues by taking ownership of escalated cases from Internal Agents and other departments, utilizing company guidelines and empowerment resources effectively.
  • Maintain a thorough understanding of all Revenue Management responsibilities, including inventory management for specific capacity and medical needs, as well as promotion eligibility.
  • Facilitate inventory management through forced displacements, upgrades, and downgrades by contacting guests and travel partners to adjust bookings as necessary.
  • Generate daily and weekly reports to ensure compliance with booking requirements and procedures.
  • Assume ultimate responsibility for case resolution, managing escalations as needed, representing senior management, negotiating solutions, and working towards positive customer outcomes, including price adjustments and compensation as required.
  • Provide timely assistance to Business Development Managers to support commercial objectives and our travel partners.
  • Offer regular feedback to the leadership team, identifying trends and opportunities for improvement.
  • Maintain current knowledge of other departments' policies and procedures to make informed decisions and deliver effective problem resolution.
  • Assist shipside personnel with problem-solving, including inquiries about amenities, no-shows, and missed departures, liaising directly with ships, guests, and port agents.
  • Ensure all inquiries are handled within specified service level agreements (SLAs) and key performance indicators (KPIs).
  • Perform additional job-related functions as assigned.

NATURE AND SCOPE:

The Help Desk manages approximately 140 calls and 100 emails daily, receiving inquiries from global Contact Centres. A higher security profile in Freestyle Connect is required to address escalated issues, including those related to Revenue Management and Business Development, necessitating daily judgment calls.

KNOWLEDGE & SKILLS:

  • A minimum of 2 years of reservation experience with comprehensive knowledge of company products. Experience in handling escalated issues is preferred.
  • Ability to quickly learn new procedures; the ideal candidate will be proficient in Freestyle Connect and Seaweb, with a working knowledge of relevant company policies and procedures for individual and group reservations. Basic proficiency in Microsoft Office, particularly Excel, is required, and experience with SalesForce is preferred.
  • Strong attention to detail and effective follow-up skills are essential. The candidate must deliver a high level of customer service to ensure an exceptional customer experience, possessing strong negotiation and communication skills for customer retention.
  • Maintain a positive, pleasant, and courteous demeanor while engaging with both internal and external customers, and demonstrate the ability to remain focused in challenging situations, utilizing conflict resolution skills to prevent escalation.
  • Promote teamwork, integrity, and respect, contributing to a trusting work environment. The ability to remain seated for extended periods, as determined by the length of the scheduled shift, is necessary.
  • Proficiency in a second language, such as German, Spanish, Italian, French, or Portuguese, is an advantage.

**If you do not hear back from us within 4 working weeks of sending us your application, it means that on this occasion you have been unsuccessful.**

  • Customer Relations Specialist

    3 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Northumbria Police Full time

    Position Overview: Job Title: Customer Relations Specialist Salary: Band 6 (£27,735-29,874) Work Arrangement: Flexible, including remote options Employment Type: Part Time (18.5 hours) Permanent Comprehensive training will be provided over a 4-week period, after which the role can be performed remotely with occasional office attendance...

  • Payroll Specialist

    2 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Hays Specialist Recruitment - Education Full time

    Job SummaryWe are seeking an experienced Payroll Specialist to provide a comprehensive payroll service to our colleagues. This is an exciting opportunity for an organised individual to join our team of payroll professionals.Key Responsibilities:Process payrolls from start to finish for all designated employeesManual calculation of tax and national insurance...

  • Client Relations Specialist

    3 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom eTeam Full time

    Job Title: Sales SpecialistLocation: RemotePosition OvervieweTeam is seeking enthusiastic individuals to join our team as Sales Specialists. In this role, you will play a crucial part in enhancing our client support operations.Who You AreWe are in search of dynamic team members who possess excellent communication and problem-solving abilities. You thrive in...

  • Marketing and Public Relations Specialist

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Astronergy Solar Full time

    About Astronergy SolarAstronergy Solar is a leading intelligent manufacturing enterprise specializing in photovoltaic modules. As a subsidiary of the CHINT Group, we have been a pioneer in the PV field since 2006, with a global presence in over 140 countries and regions.Our mission is to become the most competitive photovoltaic modules supplier worldwide,...

  • Marketing and Public Relations Specialist

    4 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Astronergy Solar Full time

    About Astronergy SolarAstronergy Solar is a leading intelligent manufacturing enterprise specializing in photovoltaic modules. As a subsidiary of the CHINT Group, we have been a pioneer in the PV field since 2006, with a global presence in over 140 countries and regions.Our mission is to become the most competitive photovoltaic modules supplier worldwide,...

  • Client Relations and Operations Specialist

    3 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Duval Associates Full time

    Position Overview: We are seeking a dedicated and professional Client Relations and Operations Specialist to join our dynamic team. This role is ideal for an individual with exceptional administrative capabilities and a strong focus on customer satisfaction. Key Responsibilities: Deliver outstanding customer support and operational assistance through...

  • Public Relations Specialist

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom MTrec Recruitment Full time

    Job SummaryMTrec Recruitment is seeking a skilled Communications Officer to join our client's team on a temporary basis. As a key member of the team, you will play a vital role in developing and implementing digital communications strategies that drive engagement and maximize the organization's impact.Key ResponsibilitiesDevelop and execute digital...

  • Public Relations Specialist

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom MTrec Recruitment Full time

    Job SummaryMTrec Recruitment is seeking a skilled Communications Officer to join our client's team on a temporary basis. As a key member of the team, you will play a vital role in developing and implementing digital communications strategies that drive engagement and maximize the organization's impact.Key ResponsibilitiesDevelop and execute digital...

  • Public Relations Specialist

    2 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom MTrec Recruitment Full time

    Job Summary We are seeking a skilled Communications Officer to join our client's team on a temporary basis. As a key member of the team, you will be responsible for developing and implementing effective digital communications strategies. Key Responsibilities Develop and execute digital communications plans to engage target audiences and promote the...

  • Public Relations Specialist

    2 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom MTrec Recruitment Full time

    Job Summary We are seeking a skilled Communications Officer to join our client's team on a temporary basis. As a key member of the team, you will be responsible for developing and implementing effective digital communications strategies. Key Responsibilities Develop and execute digital communications plans to engage target audiences and promote the...

  • ER Case Manager

    4 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom James Andrew Recruitment Solutions (JAR Solutions) Full time

    Job Title: ER Case Manager - Employee Relations SpecialistJob Type: Temporary, 12-week contract with potential for extension or permanenceLocation: Remote, with occasional on-site visitsJob Description:We are seeking an experienced ER Case Manager to join our team at James Andrews Recruitment Solutions (JAR Solutions). As an ER Case Manager, you will be...

  • ER Case Manager

    2 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom James Andrew Recruitment Solutions (JAR Solutions) Full time

    Job Title: ER Case Manager - Employee Relations SpecialistJob Type: Temporary, 12-week contract with potential for extension or permanenceLocation: Remote, with occasional on-site visitsJob Description:We are seeking an experienced ER Case Manager to join our team at James Andrews Recruitment Solutions (JAR Solutions). As an ER Case Manager, you will be...

  • Public Relations Specialist

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom MTrec Recruitment Full time

    Job SummaryMTrec Recruitment is seeking a skilled Communications Officer to join our client's team on a temporary basis. As a key member of the team, you will play a vital role in developing and implementing digital communications strategies that drive engagement and maximize the organization's impact.Key ResponsibilitiesDevelop and execute digital...

  • Public Relations Specialist

    2 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom MTrec Recruitment Full time

    Job Summary We are seeking a skilled Communications Officer to join our client's team on a temporary basis. As a key member of the team, you will be responsible for developing and implementing effective digital communications strategies. Key Responsibilities Develop and deliver engaging digital content across various channels, including blogs, reports,...

  • Public Relations Specialist

    2 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom MTrec Recruitment Full time

    Job Summary We are seeking a skilled Communications Officer to join our client's team on a temporary basis. As a key member of the team, you will be responsible for developing and implementing effective digital communications strategies. Key Responsibilities Develop and deliver engaging digital content across various channels, including blogs, reports,...

  • Culinary Specialist

    3 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Toby Carvery - North East Full time

    No resume on hand? No worries! Our application process is designed to be mobile-friendly, eliminating the need for a CV. Completing our form takes just 2 minutes and provides us with all the essential information about you.As a Culinary Specialist at Toby Carvery - North East, you will become an expert in our menu, ensuring that your culinary creations are...

  • Client Relations Officer

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Alpha Capital Group UK Full time

    Alpha Capital Group UK is a leading financial services company, dedicated to providing innovative solutions and unparalleled customer service. We pride ourselves on our commitment to excellence and our dynamic, inclusive workplace culture.As a Customer Support Specialist at Alpha Capital Group UK, you will be the first point of contact for our clients,...

  • Public Relations and Communications Expert

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Astronergy Solar Full time

    About Astronergy SolarAstronergy Solar is a leading intelligent manufacturing enterprise specializing in photovoltaic modules. As a subsidiary of the CHINT Group, we have been a pioneer in the PV field since 2006, with a global presence in over 140 countries and regions.Our mission is to become the most competitive photovoltaic modules supplier worldwide,...

  • Public Relations and Communications Expert

    4 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Astronergy Solar Full time

    About Astronergy SolarAstronergy Solar is a leading intelligent manufacturing enterprise specializing in photovoltaic modules. As a subsidiary of the CHINT Group, we have been a pioneer in the PV field since 2006, with a global presence in over 140 countries and regions.Our mission is to become the most competitive photovoltaic modules supplier worldwide,...

  • HR Business Partner

    1 day ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Corepeople Recruitment Full time

    Job Summary:We are seeking an experienced HR Business Partner to join our team at Corepeople Recruitment on a 12-week interim basis. As an HR Business Partner, you will be responsible for managing a busy caseload of employee relations activity, including overseeing disciplinaries, grievances, probation reviews, performance improvement meetings, and other...