Guest Services Manager

Oceania Cruises is the world’s leading culinary and destination focused cruise line. The seven small, luxurious ships carry a maximum of 1,238 guests and feature the finest cuisine at sea and destination-rich itineraries that span the globe.

This role will be based in our office in Southampton with Mondays and Fridays working from home.

BASIC PURPOSE

The Guest Services Manager will be responsible for leading and efficiently running all aspects of the 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 of relevant refunds. Responsible for monitoring, managing, and motivating the EMEA Direct Inbound teams, ensuring all the team’s targets are reached, while maintaining company standards as it relates to both sales conversion and direct guest satisfaction and department’s expectations, ensuring operational deadlines and quality targets are adhered to and agreed service standards are maintained, through the delivery of exceptional customer service.

POSITION RESPONSIBILITIES

• Lead and manage a Guest Services team responsible for all aspects relating to guests’ reservations.
• Provide assertive and clear management that will inspire and motivate team members to work together to achieve sales targets and service standards.
• Support Guest Services Director in maximizing growth of inbound direct business, ensuring appropriate & relevant lead capture.
• Manage continuity within the team considering all internal and external influences on performance to ensure that Customer Service is always delivered within agreed service standards.
• Identify and implement department efficiencies.
• Offer daily support, providing a fast and efficient response to all requests for information and to the resolving of issues for both Trade and direct reservations.
• Plan and implement enhanced support and cover to the EMEA GS / Special Services & Inbound teams (including Rota & Holidays).
• Manage the call management system.
• Regular review of quotes and booking process for quality assurance.
• Responsible for all GS policy and process changes locally (communication / training and roll out).
• Act as Liaison with international offices for system updates (testing and providing feedback) to ensure compliance.
• Provide support in emergency situations as they occur in a calm and organized manner and ensuring that communication to all stakeholders is frequent and up to date.
• Develop & Plan training and coaching to team members to ensure brand, product, policy and process and promotion knowledge is updated regularly.
• Build and maintain relationships with all Direct Guests.
• Proactively secure bookings and maximize all sales opportunities and work with team leaders to empower and motivate to build a selling and service philosophy.
• Manage & prepare reports for sign off by Director (including payroll, incentive, Commission and Ad hoc).
• Ensure call monitoring programme is adhered to and monitor daily, weekly, and monthly performance results to ensure that all policies, metrics, procedures and schedules are being maintained.
• Maintain a good working relationship with other team members, guiding, advising, and helping others where appropriate to enhance service levels.
• Drive improvements in overall Sales and service levels, analyze responses and phone calls provide coaching and feedback to strive for Closures at first contact.
• Provide performance, call & email statistics for Management.
• Establish and set department KPI’s & SLA's together with the Guest Services Director for team members tasks and effectively manage and motivate staff to achieve.
• Manage and measure individual and team productivity with a goal to be number one in the Cruise Industry.
• Ensure Team meet the standard service levels and the Key Performance Indicators.
• Approve and apply all Escalated discounts / vouchers and manual adjustments.
• Ensure existing staff are kept updated on new products, policies & procedures etc., through delivery of briefings and update sessions.
• Conduct monthly one to ones and annual appraisals of staff to ensure team development.
• Responsible for maintaining thorough knowledge of OCI product, policies, and procedures for the department.
• Manage staffing hours for payroll purposes and prepare overtime sheet for payroll & sign off by Director.
• Assist other departments within our UK and US offices as well as our Ships, including Accounts, Air Operations, Guest Relations, Sales Team, HR, Revenue Management, Pre/Post hotels in relation to booking escalations.
• Provide leadership team with regular feedback and identify trends and opportunities for improvement where necessary.
• Point of escalation for Supervisor, for calls from agents and guests, liaising with relevant departments to ensure efficient resolve.
• Participate, and assist where required in consumer events, exhibitions, and ship visits.
• Consistently maintain high levels of professionalism that reflects a positive image of the product and the brand.
• Other responsibilities as assigned by Director of Guest Services or senior management.

EDUCATION

Degree level educated. Recognized qualification in Travel & Tourism / Hospitality (desirable). Second language (ideally French, German, Spanish) not mandatory but advantageous.

EXPERIENCE

Minimum 3+ years Management experience ideally within a contact center. Ideally at least 2-3 years’ Travel Experience within a luxury brand. Sales experience in a Sales / customer service / Reservations supervisory role with knowledge of consumer sales and lead management. People supervision within a sales environment. Second language preferable but not essential.

COMPETENCIES / SKILLS

• Computer literate: proficiency with Microsoft office suite.
• Reservations System, Airline GDS, Sabre an advantage but not essential.
• Salesforce proficiency preferable.
• Knowledge of ABTA/ATOL and Package Travel Regulations.
• Strong Travel industry and general geographical knowledge.
• Strong Leadership skills, high on energy and Initiative.
• Excellent Organizational and problem-solving skills with attention to detail.
• Multi-task oriented with Excellent Time management skills and a strong drive to deliver.
• Strong Interpersonal skill with the ability to interact with all levels of the organization and client base in a professional, diplomatic, and tactful manner when providing both positive and negative feedback.
• A strong team player who can motivate and guide a team using their own initiative.
• Ability to coach and drive a team with skills in providing both positive and negative feedback.
• Strong customer focus, both internally and externally.
• Self-driven, results orientated with a positive dynamic approach, and able to perform under pressure and remain Positive and determined.
• Ability to function in a fast paced, results oriented environment with a high degree of flexibility whilst demonstrating a sense of urgency.
• An innovate, self-starter who can think in terms of solution, and who has the ability to identify operational issues and troubleshoot.
• Flexibility to work additional hours outside of our regular business hours when required, including traveling and weekends and evenings.
• Must always project a professional appearance as it may be necessary to meet with guests face to face.