- Customer focused, excellent communicator and listener
- Strong product and destination knowledge
- Attention to detail and excellent organisational skills
- Computer Literate - Working knowledge of MS Office applications, including Excel and Word
- Knowledge of Salesforce, advantageous and travel industry booking systems
- 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
- Approachable
- Team player
- Supervisory/Team Leader experience advantageous
- Call centre / Customer Service experience in Consumer Sales & lead management preferable
- Ideally at least 2 years' Travel Experience within a luxury brand
- Second language preferable but not essential
- Monday - Friday: - 09h00 – 17h30
- Saturday: - Where necessary
Guest Services Supervisor - Southampton, United Kingdom - Regent Seven Seas Cruises
Description
Job Description
About Us
At Regent Seven Seas Cruises we believe travel is not a reason to compromise and with The World's Most Luxurious Fleet of 6 (six) ships you will be joining the Guest Services department for one of the leading luxury cruise lines in the world and will be part of a S&P 500 listed company. As an employer, we offer all the support and development our employees need to grow their skills and expertise as well as several benefits, ranging from private medical to highly discounted cruise holidays. We foster a culture of collaboration & contribution and are therefore looking for a colleague with passion and drive to continually learn and develop and contribute to our high performing Guest Services team service the UK/DACH/EMEA region.
Our Guest Services Team
We are a team of hardworking, fun-loving individuals who share a passion for luxury travel in the cruise sector. We aim to deliver exceptional customer service when making/servicing all aspects of our guests' reservations for the UK/DACH/EMEA region. Our team comprises of Reservations, Air Operations and Guest Relations.
We strive to be the best in our market segment.
The Role
This role is responsible for supporting the Guest Services Manager in the leading and efficient running of all aspects of Guest Services department for the UK / DACH / CEMEA regions, including but not limited to making new and servicing existing reservations; accuracy of visa and documentation delivery; review of cancelled bookings and sign off relevant refunds.
Providing vital support to the Guest Services Manager and working closely with the Guest Relations Manager & Air Operations Manager to ensure that the team are delivering the highest standard of service to our luxury client base.
Liaison with all related departments including Sales, Marketing and Accounting.
Are you what we're looking for?
Are you a person with a desire to work for a brand that delivers unrivalled luxury travel experiences? Are you a team player who can work collaboratively with others & is adaptable to change? Are you a person who thrives on nurturing team members to give them the confidence to be the best they can be? Do you have an eye for detail and enjoy the thrill of a fast-paced variety packed role in the ever-changing landscape of the travel industry? If you think this sounds like an exciting opportunity for you – let's have a chat.
Customers:
q Trade Partners – Travel Agents and Tour Operators
q Direct Consumers – Inbound
q Internal Departments – Sales & Marketing, Guest Relations, Air Operations, Accounting, Miami Office, Ships
Competencies
Key Responsibilities:
q Supervise & motivate a Guest Services team responsible for all aspects relating to guests' reservations
q Point of escalation for team members, for calls from agents and guests, liaising with relevant departments to ensure efficient resolve
q Escalate issues to the Guests Services/Guest Relations Managers, where appropriate
q Prepare all cancellation refunds for signoff by the Manager for payment
q Responsible for maintaining thorough knowledge of RSSC product, policies and procedures for the department and ensuring the team members are equally versed
q Ensure existing staff are kept updated on new products, policies & procedures etc
q Assist with recruitment, induction, and training for new hires.
q Call monitoring in line with department standards/ KPI's
q Regular review of quotes and booking process for quality assurance
q Assist in co-ordination of projects such as itinerary changes, cancelled voyage communication, etc. Co-ordinating appropriate Envogram communication
q Communicate tactical promotions to the team through briefings
q Assist with testing & development of system enhancements, where required
q Assist with any marketing activities (proof reading etc)
q Daily monitoring of team productivity (calls; emails; tasks)
q Weekly/Daily Task setting
q Assist Guest Services Manager with staff rotas and holiday management ensuring satisfactory department cover
q Assist with performance appraisals
q Perform regular 1-2-1's
q Ensure delivery of set KPI's
q Interact with relevant departments, at all levels, across the global RSSC Offices
q Other responsibilities as assigned by the Guest Services Manager
Job Specific Knowledge, Skills & Behaviours Required:
Experience and Education:
Hours of Work
The position, although based in Southampton, is responsible for all Guest Service functions from the UK / DACH / CEMEA region and therefore, where applicable, will be required to work cover European Hours working 7.5-hour days between:
The above is based on current department needs and may change dependent on business requirements.