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Personal Travel Planner

2 months ago

Southampton UK, Hampshire, United Kingdom Oceania Cruises Full time

ABOUT US


Oceania Cruises is the world’s leading culinary and destination focused cruise line. The seven small, luxurious ships carry a maximum of 1,238 guests and feature the finest cuisine at sea and destination-rich itineraries that span the globe.


Expertly curated travel experiences aboard the designer-inspired, small ships call on more than 450 marquee and boutique ports across Europe, Alaska, Asia, Africa, Australia, New Zealand, New England-Canada, Bermuda, the Caribbean, the Panama Canal, Tahiti and the South Pacific in addition to the epic 180-day Around the World Voyages.


There is also a second 1,200-guest Allura Class ship on order for delivery in 2025. With headquarters in Miami, Oceania Cruises is owned by Norwegian Cruise Line Holdings Ltd., a diversified cruise operator of leading global cruise brands which include Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises. 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.
  • Contact Centre Plan Bonus
  • Appreciation Bonus
  • 6 weeks- paid sickness
  • Discounted Cruise Programme
  • 25 days paid holiday + 8 Bank Holidays
  • Bus Discounts


ROLE LOCATION


This role will be based in our office in Southampton on a 3:2 basis with Mondays & Fridays working from home.


BASIC PURPOSE


This role is primarily responsible for the sale of OCI Cruises and ancillary products by converting leads and resolving reservations related enquiries; and providing reservations support for our Direct guests (inbound) from all markets as required with a primary focus being EMEA, both on the telephone and via email.


This is a highly driven Sales and Customer Support role where you will be responsible for providing our Direct Guests with an exceptional standard of customer service, proactively securing bookings, and maximising on all sales opportunities.


Through proactive servicing, this role provides all rounded exceptional customer service to Direct guests 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. Meeting and exceeding sales targets as set.


POSITION RESPONSIBILITIES


  • Responsible for selling and processing cruise bookings in NVS and managing Sales Force data You will receive and respond to inbound calls, identifying customer requirements and matching the appropriate cruise with additional services.


  • Answer incoming calls & Emails promptly, professionally & courteously, in line with standards and KPI's set.


  • Ensure Customer Service is always delivered within agreed service standards.


  • 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.


  • Required to secure sales through service, with a commercial focus, and use various selling techniques to close the sale within the call and proactively look for upsell opportunities to maximise revenue on every booking.


  • Accountable for achieving set KPI’s including, AHT, ASA and sales conversion through passengers booked.


  • To service and administer bookings.


  • Maintain product and brand knowledge to aid the close of a sale and Share knowledge of the product to increase revenue and improve guest experience.


  • Ensure full booking & Administration process is adhered to.


  • You will build and maintain relationships with all Direct Guests.


  • Maintain and enhance knowledge through training and self-learning.


  • Feedback campaign success and customer feedback to your Team Leader Accountable for identifying market and sales trends and feeding back to your Team Leader suggesting new initiatives to secure more sales.


  • Maintain shared email inbox and reply to incoming emails in a timely manner.


  • Follow-up daily on options / WL and outstanding issues, with the goal of converting to confirmed bookings.


  • Processing of special requests.


  • Assist Marketing with brochure and advertisement proofing.


  • Build rapport and be proactive within the call to prevent any need for a second call.


  • Assist with special projects as assigned.


  • Participate, and assist where required in consumer events, exhibitions, and ship visits.


  • Consistently maintain high levels of professionalism that reflects a positive image of the product and the brand.


  • To complete any necessary administration duties accurately and timely.


  • To maintain departmental standards of dress/office tidiness/time keeping and attendance.


  • To comply with all relevant legal regulations such as GDPR to ensure customer confidentiality and contact requests are adhered to.


  • Other responsibilities as assigned by Management.



QUALIFICATIONS


  • GCSE level or equivalent (desirable).
  • Recognized qualification in Travel & Tourism / Hospitality (desirable).
  • Second language (ideally French, German, Spanish) not mandatory but advantageous.


EXPERIENCE


  • 1-3 Years Travel background, an understanding of the cruise industry.
  • Call Centre, Travel Reservation, Travel Agency or Tour Operator experience.
  • Customer Service & Sales experience.


COMPETENCIES/SKILLS


  • Computer literate: proficiency with Microsoft office suite.
  • Reservations System, Airline GDS, Sabre an advantage but not essential.
  • Salesforce knowledge, an advantage but not essential.
  • Strong Travel industry and general geographical knowledge.
  • Excellent sales skills. With the ability to meet sales targets.
  • Excellent Organizational with attention to detail.
  • Ability to multi-task in a fast-paced environment with Excellent Time management skills.
  • Excellent administration skills with the ability to complete work in a timely manner with accuracy and attention to detail.
  • Strong verbal & written communication skills with a professional telephone manner and excellent presentation skills.
  • Ability to work well independently and as part of a team.
  • Strong customer focus, both internally and externally.
  • Ability to perform under pressure.
  • Ability to function in a fast paced, results oriented environment with a high degree of flexibility whilst demonstrating a sense of urgency.
  • Excellent time management skills with a strong drive to deliver.
  • Demonstrates resilience and flexibility to business needs.
  • A confident, outgoing, and flexible individual with a positive attitude and enthusiastic approach, showing passion, interest, and commitment.
  • Honest; consistent; positive & enthusiastic approach.
  • Flexibility to work additional hours outside of our regular business hours when required, including traveling and weekends and evenings.
  • Must always project a professional appearance as it may be necessary to meet with guest face to face.


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