Guest Services Coordinator

About Us
The following information provides an overview of the skills, qualities, and qualifications needed for this role.
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 Customers
Trade Partners – Travel Agents and Tour Operators
Direct Consumers
Internal 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 needed
o Look for upsell and cross selling opportunities
§ Maximizing revenue potential for each booking
o Ensure accurate pricing / promotions are offered
§ 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
· Completion of full guest information
· Visa & Health advice / Insurance referrals
· Shore Excursions & Dining pre booking timelines
o Ensure full booking process is adhered to
§ Full read backs and review before confirmation; update all booking notes/comments
§ Collect guest’s data during calls
o Follow-up daily on options, with the goal of converting to confirmed bookings
o Follow up on direct consumer inbound leads, where applicable
o Ability to resolve calls at first resolution
o 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 bookings
o Assist with pre-booking shore excursions & dining reservations
o Chase outstanding guest information
o Assist with communication on itinerary changes
o Processing of special requests
o Process cancellation and rebooks
o Issue & dispatch final documentation
Additional ad-hoc duties:
Assist Sales Department with ship visits
Attend trade and consumer events
Various locations (midweek & weekend – usually 1 to 2 per year)
Assist Marketing with brochure and advertisement proofing
Assist other departments as and when requested
Flexibility to work weekend shifts, including hours outside regular business hours based on business requirement
Job Specific Knowledge, Skills & Behaviors Required:
Customer focused, excellent communicator and listener
Strong product and destination knowledge
Attention to detail and excellent organizational skills
Computer literate
Working knowledge of MS Office applications, including Excel and Word
Salesforce knowledge, an advantage but not essential
Reservation system knowledge
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
Experience and Education:
Call Centre, Travel Agency or Tour Operator experience
Customer Service & Sales experience
Ideally at least 2-3 years’ Travel Experience in the luxury sector
Second 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: - 09h00 – 17h30
(Subject to alteration to cover European hours based on Shift Rotations – 37.5 hrs. per week)
Currently: Mon & Fri- Home Based / Tue; Wed; Thu - Office Based
Sat:-
09h00 – 15h00 (on Rota, average 1 to 2 a month)
Currently: Home Based