Current jobs related to Guest Resolutions Coordinator - Southampton - Oceania Cruises

  • Guest Relations Complaints Resolution Expert

    4 weeks ago

    Southampton, Southampton, United Kingdom Holland America Line Inc Full time

    We are seeking a skilled Guest Relations Complaints Resolution Expert to join our team at Holland America Line Inc in Southampton.As a key member of our customer service team, you will be responsible for managing customer contact throughout the complaint process, providing high-quality service to our guests from across all areas of the guest journey. This...

  • Guest Services Coordinator

    6 days ago

    Southampton, Southampton, United Kingdom WGC Ltd. Full time

    Do you want to take your career to the next level as a Guest Services Coordinator with WGC Ltd.? We are seeking a dedicated and enthusiastic individual to provide exceptional support to our front-of-house teams. As a Guest Services Coordinator, you will be responsible for ensuring that every guest has a memorable and enjoyable stay with us.Your duties will...

  • Guest Services Coordinator

    1 week ago

    Southampton, Southampton, United Kingdom Leonardo Hotels UK & Ireland | Formerly Jurys Inn Full time

    Hotel Receptionist WantedWe are looking for an experienced and friendly Hotel Receptionist to join our team at Leonardo Royal Hotel Southampton Grand Harbour.Job OverviewThis is an excellent opportunity for a motivated and customer-focused individual to provide exceptional service to our guests, ensuring a memorable stay at our hotel.Responsibilities:Manage...

  • Guest Experience Coordinator

    4 weeks ago

    Southampton, United Kingdom Pure Human Resources Ltd Full time

    Guest Experience CoordinatorWe are looking for a highly motivated and organized Guest Experience Coordinator to join our shore operations team at Pure Human Resources Ltd.The ideal candidate will have a Bachelor's degree in business management and experience in cruise terminal operations. Key responsibilities include supervising guest port, airport, and...

  • Guest Services Manager

    4 weeks ago

    Southampton, United Kingdom Royal Caribbean Group Full time

    The Guest Services Manager continually strives to exceed hospitality industry standards, while ensuring complete guest and team satisfaction.This role establishes and drives a positive working environment and focuses on operational goals where training, leadership, development, and recognizing overall team performance are paramount.Leading by example and...

  • Guest Services Coordinator

    6 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...

  • Guest Services Coordinator

    1 day ago

    Southampton, 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...

  • Guest Services Coordinator

    1 day ago

    Southampton, 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...

  • Guest Services Coordinator

    1 day ago

    Southampton, 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...

  • Nights Guest Service Assistant

    6 months ago

    Southampton, United Kingdom Holiday Inn Express Southampton M27 Full time

    Responsibilities: - Greet and welcome guests in a friendly and professional manner - Provide exceptional customer service and ensure guest satisfaction - Assist guests with check-in and check-out processes - Handle guest inquiries and resolve any issues or complaints promptly - Maintain knowledge of hotel services, amenities, and local attractions to...

  • Guest Service Assistant

    6 months ago

    Southampton, United Kingdom Holiday Inn Express Southampton M27 Full time

    Responsibilities: - Greet and welcome guests in a friendly and professional manner - Provide exceptional customer service and ensure guest satisfaction - Assist guests with check-in and check-out processes - Handle guest inquiries and resolve any issues or complaints promptly - Maintain knowledge of hotel services, amenities, and local attractions to...

  • Hotel Guest Services Coordinator

    2 weeks ago

    Southampton, Southampton, United Kingdom AccorHotel Full time

    Job SummaryWe are seeking a dedicated and customer-focused individual to join our team as a Guest Service Team Member. In this role, you will be responsible for providing exceptional service to our guests, ensuring their needs are met promptly and professionally.Key ResponsibilitiesProvide quality service to customers, responding to their requests promptly...

  • Guest Services Coordinator

    7 months ago

    Southampton, United Kingdom Carnival UK Full time

    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 relevant skills, we’d love to hear from you. We work flexibly and will help you to find a healthy balance...

  • Customer Experience Advocate and Resolutions Specialist

    4 weeks ago

    Southampton, Southampton, United Kingdom Holland America Line Inc Full time

    Holland America Line Inc is a holiday company that knows there's more to life than work. We're committed to supporting our employees' personal and financial health and wellbeing through a range of benefits and initiatives.We're currently seeking a Customer Experience Advocate and Resolutions Specialist to join our team in Southampton. As a key member of our...

  • Guest Relations Complaints Specialist

    6 months ago

    Southampton, United Kingdom Carnival UK Full time

    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 relevant skills, we’d love to hear from you. We work flexibly and will help you to find a healthy balance...

  • Workplace Coordinator

    6 months ago

    Southampton, United Kingdom Mitie Full time

    **Job Overview** An opportunity has arisen to join a fast paced Workplace team as a Workplace coordinator, you will be working closely with the team to ensure we create an awesome place to work for one of our prestigious clients. You will need to create strong relationships internally with other departments as well as key stake holders around our clients...

  • Beverage Service Coordinator

    3 days ago

    Southampton, Southampton, United Kingdom Britannia Hotels Full time

    Beverage Service Coordinator Job Description:We are looking for an organised and efficient individual to join our team as a Beverage Service Coordinator at the Meon Valley Hotel, Golf and Country Club. This is a fantastic opportunity for someone who is passionate about delivering exceptional customer service and has a keen eye for detail.About the Role:You...

  • Staff Coordinator

    4 weeks ago

    Southampton, United Kingdom Pure Human Resources Ltd Full time

    Staff Coordinator Southampton based office/WFH/ Southampton Port Permanent, full time Salary: £25-28k DOE Our client, SMS International Shore Operations, is providing all passenger logistics services including port agency, turnaround services and shore excursions.Their teams welcome cruise guests from around the world and accommodate the needs of thousands...

  • IT Support Project Coordinator

    3 weeks ago

    Southampton, Southampton, United Kingdom Global Technology Solutions Ltd Full time £32,000 - £35,000

    We are seeking a talented IT Support Project Coordinator to join our team at Global Technology Solutions Ltd.This is a fantastic opportunity to develop your skills in project coordination, customer relationship management, and technical support.The estimated salary for this position is £32,000 - £35,000 per annum, depending on experience and...

  • Staff Coordinator

    4 weeks ago

    Southampton, United Kingdom Pure Human Resources Ltd Full time

    Staff Coordinator Want to apply Read all the information about this position below, then hit the apply button.Southampton based office/WFH/ Southampton Port Permanent, full time Salary: £25-28k DOE Our client, SMS International Shore Operations, is providing all passenger logistics services including port agency, turnaround services and shore...

Guest Resolutions Coordinator

1 month ago

Southampton, United Kingdom Oceania Cruises Full time
Job Description

ABOUT US


Norwegian Cruise Line Holdings Ltd is a leading global cruise company which operates the Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises brands. With a combined fleet of 32 ships with nearly 60,000 berths, these brands offer itineraries to more than 700 destinations worldwide. The Company has eight additional ships scheduled for delivery through 2027.


Named by Forbes as “America’s Best Large Employers” in 2023, Norwegian’s passionate team members have offered guests an outstanding award-winning vacation experience. Ranking among the top 75 companies in the overall Large Employer category and among the top 10 companies in the Travel & Leisure sector.


By being part of NCLH, our competitive benefits packages offer you and your family the opportunity to stay healthy and thrive both personally and professionally.


BENEFITS


  • Free car parking nearby
  • Pension Scheme
  • Private Medical
  • Development Opportunities, partnered with Dale Carnegie
  • Appreciation Bonus
  • 6 weeks- paid sickness
  • Discounted Cruise Programme
  • 25 days paid holiday + 8 Bank Holidays
  • Bus Discounts


ROLE LOCATION AND INFORMATION


This role will be based in our office in Southampton with Mondays and Fridays from home. This is dual branded role working for our Oceania and Regent Seven Seas Brands.


BASIC PURPOSE


The principal function of the Guest Resolutions Co-Ordinator is to take ownership of the end-to-end resolution of all escalated pre, during & post cruise issues ensuring solutions consider the current and future commercial requirements of the organization whilst ensuring the guest and/or trade partner is an ongoing advocate of the brand.


Escalations will include (but not limited to), nonstandard requests, problem bookings and situations where the guest and/or travel agent partner perceives the organization has not delivered to the brands service standards. Escalation inputs on pre-cruise / during / post cruise issues can be (but are not limited to) Cruise Consultants, Personal Cruise Consultants, Trade Partners, Guests, Business Development Managers, Inside Sales Co-Ordinator’s and Brand Vice Presidents.


The Guest Resolutions Co-Ordinator will also be the principal owner of all activities relating to disrupted or cancelled cruises.


In addition, the Guest Resolutions Co-Ordinator will advocate (via participation in the preparation and delivery of formal training material and participation in the 1:1 process) for the creation of an ownership culture within the Contact Centre Environment.


POSITION RESPONSIBILITIES


  • Take end to end ownership of escalated issues ensuring that responses are in-line with the relevant company policies, markets consumer laws and industry standards.


  • Ensure that there is an appropriate balance between the organizations current and future commercial requirements against maintaining/recovering the guests /trade partners advocacy for the brand.


  • Develop and maintain relationships with key internal stakeholders (both onshore and offshore) to ensure escalations that cannot be directly resolved by the Guest Resolutions Co-Ordinator are directed to the most appropriate resource who can resolve/add value to the resolution process.


  • Create and maintain accurate, succinct and update case records within the designated case management platform.


  • Ensure acknowledgment of ownership is supplied to the applicable stakeholder within the timeline as outlined in the applicable Service Level Agreement document.


  • Ensure stakeholders (both internal and external) are updated within agreed timelines with the current case status regardless if resolution has or has not occurred.


  • Cancelled and Disrupted Cruises:


  • Primary point of contact for head office regarding the disruption/cancellation to itineraries.


  • Define and maintain pro-active overarching process templates & documents for varied disruption/cancellation scenarios to enable the agile execution of the applicable scenario.


  • Gain approval from the Director of Contact Centres – Asia Pacific to commit the pre-defined Cancellation and Disruption template to the Cancellation and Disruption template library.


  • In conjunction with the Operations Co-Ordinator, executive the applicable Disruption/Cancellation scenario plan.


  • Create and maintain dynamic reporting to key stakeholders.


  • Other:


  • Participate in following regular reviews (hosted by the Director – Contact Centres – Asia Pacific) and pro-actively bring to the table (along with other participants) positive and achievable solutions:


o Quality Assurance & Process Improvement forum

o Non-Revenue Contract reduction forum

o Training & Induction Plan forum

o Ongoing Training Plan forum

o Contact Centre Knowledge Base Forum

o Post Disruption/Cancellation execution improvement forum.


  • In conjunction with the Training Executive create applicable new hire and existing Team Members training material regarding the continuous improvement cycle of the guest / stakeholder end to end experience.


  • In conjunction with the Contact Centre Sales & Service Manager participate in the ongoing 1:1 coaching and development of Team Members regarding the continuous improvement cycle of the guest / stakeholder end to end experience.


  • Create and maintain a “closed user group” of shoreside & shipboard escalation points.


  • Create and maintain Future Cruise Credits and Shipboard Credits on behalf of the business.


  • Create and maintain reporting on the volume and balance of unused Future Cruise Credits.


  • In conjunction with key Senior Stakeholders advocate on the guest’s behalf for continuous improvement of corporate policies and processes.


  • Assist the Contact Centre in servicing inbound contacts as required.


EDUCATION / EXPERIENCE


  • Tertiary degree or equivalent work experience.
  • Exposure to service recovery situations in a complex multi stakeholder environment.
  • Travel Industry Experience is preferred.


KNOWLEDGE & SKILLS


  • Exceptional spoken and written English skills.
  • Ability to view issues from a number of viewpoints.
  • Ability to bring opposing views across multiple stakeholders to a consensus outcome.
  • Ability to simplify complex potentially emotionally charged situations into the core facts and present an expectation of resolution to the applicable stakeholders.
  • Ability to address situations with tact, respect and diplomacy.
  • Ability to use software including PowerPoint, Word, Excel, Sharepoint, Outlook, Microsoft Teams & Salesforce.


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