Guest Services Coordinator

DUTIES & RESPONSIBILITIES

• Answer incoming calls promptly and courteously.
• Answer incoming emails promptly and professionally.
• Check cruise, hotel/land programme, and air availability, and book as needed.
• Seek upselling and cross selling opportunities.
• Maximise revenue potential for each booking.
• Ensure accurate pricing and promotions are offered.
• Provide each enquirer with up to date and accurate information, including:
  • Current promotional offers.
  • Applicable ancillary items - shore excursion packages, drinks packages, and other onboard experiences.
  • Payment schedules (deposit & finals).
  • Cancellation policies.
  • Completion of full guest information.
  • Visa & health advice / insurance referrals.
  • Shore excursions & dining pre booking timelines.
• Ensure full booking process is adhered to: full read backs, review before confirmation, update all booking notes and comments.
• Collect guest data during calls and follow up daily to convert to confirmed bookings.
• Support direct inbound consumer sales team where applicable.
• Resolve calls at first resolution.
• Ensure product knowledge is current and refreshed.

ADMINISTRATION

• Liaise with the US Office where required: Revenue Management, Inventory, Special Services, Onboard, Oceania Club, etc.
• Update or amend existing bookings.
• Assist with pre booking shore excursions, dining reservations, and ancillary packages.
• Chase outstanding guest information.
• Assist with communication on itinerary changes.
• Process special requests.
• Process cancellations and rebooks.
• Issue and dispatch final documentation.
• Additional adhoc duties:
  • Assist Sales Department with ship visits.
  • Assist/attend trade and consumer events (midweek & weekend, usually 1-2 per year).
  • Assist other departments as and when requested.
  • Assist with any other duties as assigned by management.
• Flexibility to work weekend shifts, including hours outside regular business hours based on business requirement.

QUALIFICATIONS

• 1 or more years of travel experience, preferably in the premium/luxury sector.
• Understanding of the cruise industry is an advantage.
• Call Centre, Travel Agency or Tour Operator experience.
• Reservations, Customer Service & Sales experience.

COMPETENCIES / SKILLS

• Customer focused, excellent verbal/written communicator and effective listener.
• Strong product and destination/geographical knowledge.
• Attention to detail and excellent organisational skills.
• Computer literate.
• Working knowledge of MS Office applications, including Excel and Word.
• Salesforce knowledge an advantage but not essential.
• Reservation system knowledge advantageous.
• Airline GDS, Sabre an advantage but not essential.
• 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.

CERTIFICATIONS / LICENSES

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

STAKEHOLDERS

• Trade Partners - Travel Agents and Tour Operators.
• Direct Consumers.
• Internal Departments - Sales & Marketing, Guest Relations, Finance, US office, Ships.

EQUAL OPPORTUNITY EMPLOYER

We are an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability or veteran status. The above statements are intended to describe the general nature and level of work being performed by people identified for this position. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required. All personnel may be required to perform functions outside of their normal responsibilities from time to time, as needed.