At a Glance
- Tasks: Coordinate guest services, handle bookings, and provide top-notch customer support.
- Company: Join Norwegian Cruise Line Holdings, a leader in unforgettable travel experiences.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for career growth.
- Other info: Work in a vibrant environment with diverse colleagues and exciting events.
- Why this job: Be part of a dynamic team creating memorable vacations for guests worldwide.
- Qualifications: Experience in travel or customer service, with a passion for hospitality.
The predicted salary is between 25000 - 30000 £ per year.
GROW YOUR CAREER WITH US
At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we’re continually seeking applicants who are passionate about hospitality and committed to being their personal best.
DUTIES & RESPONSIBILITIES
- Sales:
- Answer incoming calls promptly & courteously.
- Answer incoming emails promptly & professionally.
- Check cruise; hotel/land programme and air availability.
- Booking all the above as needed.
- Look for upselling and cross-selling opportunities.
- 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
- Offer applicable ancillary items – shore excursion packages, drinks packages and any other onboard experiences
- Information on when payments (deposit & finals) are due
- Overview of cancellation policies
- Completion of full guest information
- Visa & health advice / insurance referrals
- Shore excursions & dining prebooking timelines.
- 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.
- Follow-up daily on options, with the goal of converting to confirmed bookings.
- Support direct inbound consumer sales team, where applicable.
- Ability to resolve calls at first resolution.
- Ensure product knowledge is current and refreshed.
- Administration:
- Liaise with US Office, where required.
- Update / amend existing bookings.
- Assist with pre-booking shore excursions, dining reservations & ancillary packages.
- Chase outstanding guest information.
- Assist with communication on itinerary changes.
- Processing of special requests.
- Process cancellation and rebooks.
- Issue & dispatch final documentation.
- Additional adhoc duties:
- Assist Sales Department with ship visits.
- Assist/attend trade and consumer events.
- Assist other departments as and when requested.
- Assist with any other duties as assigned by the management team.
- Flexibility to work weekend shifts, including hours outside regular business hours based on business requirement.
QUALIFICATIONS
- EXPERIENCE
- 1 or more years’ travel experience, preferably in the premium/luxury sector. An understanding of the cruise industry would be advantageous.
- 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.
- 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).
- Recognized 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.
ABOUT NCLH
Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destinations each year.
EQUAL OPPORTUNITY EMPLOYER
It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.
Guest Services Coordinator in Southampton employer: Norwegian Cruise Line
At Norwegian Cruise Line Holdings, we pride ourselves on fostering a vibrant work culture that values passion for hospitality and personal growth. As a Guest Services Coordinator in Southampton, you'll enjoy competitive benefits, opportunities for career advancement, and the chance to be part of a dynamic team dedicated to creating unforgettable guest experiences. Join us and embark on a rewarding journey where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Services Coordinator in Southampton
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Norwegian Cruise Line. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Norwegian Cruise Line
Don't be shy about reaching out to Norwegian Cruise Line directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Guest Services Coordinator in Southampton
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Norwegian Cruise Line and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Norwegian Cruise Line
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
