- Current promotional offers
- Information on when payments (deposit & finals) are due
- Completion of full guest information
- Visa & Health advice / Insurance referrals
- Shore Excursions & Dining pre booking timelineso Ensure full booking process is adhered to§ Full read backs and review before confirmation; update all booking notes/comments§ Collect guest's data during callso Follow-up daily on options, with the goal of converting to confirmed bookingso Follow up on direct consumer inbound leads, where applicableo Ability to resolve calls at first resolutiono Ensure product knowledge is current and refreshed Administration:o Liaise with US Office, where required § Revenue Management; Inventory; US Ops & Onboard o Update / Amend existing bookingso Assist with pre-booking shore excursions & dining reservationso Chase outstanding guest informationo Assist with communication on itinerary changes o Processing of special requestso Process cancellation and rebookso Issue & dispatch final documentation Additional ad-hoc duties:Assist Sales Department with ship visitsAttend trade and consumer eventsVarious locations (midweek & weekend – usually 1 to 2 per year)
- 09h00 – 17h30 (Subject to alteration to cover European hours based on Shift Rotations – 37.5 hrs. per week)
- 09h00 – 15h00 (on Rota, average 1 to 2 a month)
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Guest Services Coordinator - Hampshire, United Kingdom - Regent Seven Seas Cruises
1 week ago
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/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/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 converting leads and to resolve reservations related enquiries; making & 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.
In addition, we provide support to our Sales & Marketing teams supporting them at Consumer events and Trade shows.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? 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.
Our CustomersTrade Partners – Travel Agents and Tour OperatorsDirect ConsumersInternal Departments – Sales & Marketing, Guest Relations, Finance, US office, Ships Competencies Key Responsibilities:Sales:
o Answer incoming calls promptly & courteously, with a smile § (KPI – 3/4 rings)o Answer incoming emails promptly & professionally § (KPI – Same day (before 16h00) / 24 hours)o Check cruise; hotel/land program and air availability§ Booking all the above as neededo Look for upsell and cross selling opportunities§ Maximizing revenue potential for each bookingo Ensure accurate pricing / promotions are offered§ Provide each enquirer with all up to date and accurate information, including but not limited to:
Customer focused, excellent communicator and listenerStrong product and destination knowledgeAttention to detail and excellent organizational skillsComputer literateWorking knowledge of MS Office applications, including Excel and WordSalesforce knowledge, an advantage but not essentialReservation system knowledgeAirline GDS, Sabre an advantage but not essentialAbility to multi-task in a fast-paced environmentDemonstrates resilience and flexibility to business needsAbility to work well as part of a teamHonest; consistent; positive & enthusiastic approachWell presented Experience and Education: Call Centre, Travel Agency or Tour Operator experienceCustomer Service & Sales experienceIdeally at least 2-3 years' Travel Experience in the luxury sectorSecond language (ideally French, German, Spanish) not mandatory but advantageous Hours of Work The position, although based in Southampton, is responsible for all reservations from the UK & EMEA region and therefore, where applicable, may be required to work covering European Hours & European holidays.
UK holidays that fall on EU working days are normal working days for this position.Mon-Fri:
Currently:
Mon & Fri- Home Based / Tue; Wed; Thu - Office Based Sat:
Currently:
Home Based
