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- Tasks: Coordinate air operations, manage bookings, and provide exceptional customer service.
- Company: Join Regent Seven Seas Cruises®, the world's leading ultra-luxury cruise line.
- Benefits: Enjoy remote work options, 25 days holiday, and a discounted cruise programme.
- Why this job: Be part of a dynamic team delivering unforgettable travel experiences and luxury service.
- Qualifications: 2-3 years in a similar role with airline knowledge and customer service experience required.
- Other info: Work from home on Mondays and Fridays, with opportunities for development.
The predicted salary is between 30000 - 42000 ÂŁ per year.
ABOUT US
Unrivalled at Sea™ for over 30 years, Regent Seven Seas Cruises® is the world’s leading ultra-luxury cruise line.
Carrying between 496 and no more than 822 guests, the line’s spacious and stylish ships – Seven Seas Explorer®, Seven Seas Grandeur®, Seven Seas Mariner®, Seven Seas Navigator®, Seven Seas Splendor®, Seven Seas Voyager®, and Seven Seas Prestige™, which is scheduled to be delivered in 2026 – form The World’s Most Luxurious Fleet®.
Offering Immersive Exploration™ in more than 550 destinations globally, guests travel the world in Luxurious Space featuring sumptuous all-suite accommodations, nearly all with private balconies, which are among the largest at sea. Regent’s signature Heartfelt Hospitality™ can be found throughout lavish public areas and expansive outdoor spaces, or while savoring Epicurean Perfection™ in a range of specialty restaurants and al-fresco dining venues.
Delivering The Most Inclusive Luxury Experience® Regent’s All-Inclusive Cruise Fares offer amenities such as unlimited complimentary shore excursions, exquisite cuisine, beverages including fine wines and spirits, entertainment, Starlink Wi-Fi, free valet laundry, gratuities, a one-night, pre-cruise hotel package for guests staying in Concierge-level suites and higher, and more. In addition, Ultimate All-Inclusive Fares include roundtrip flights with the flexibility to choose desired air class, transfers between airport and ship.
BENEFITS
- Free car parking nearby
- Pension Scheme
- Development Opportunities, partnered with Dale Carnegie
- Appreciation Bonus
- 6 weeks – paid sickness
- Discounted Cruise Programme
- 25 days paid holiday + 8 Bank Holidays
- Local Bus Discounts
ROLE LOCATION
This role is based in our office in Southampton with Mondays & Fridays working from home.
BASIC PURPOSE
The Air Operations Coordinator is a key role within the Guest Services team of Regent, providing information & booking of air services to the internal Guest Services team in the UK office as well as servicing calls from the Outbound Team based in Miami. Knowledge of air product and airlines is paramount to ensure the very best air schedule is booked for our guests.
This is an extremely varied role which not only includes air related activities, air pricing & planning and Staff Travel but also organising and managing special departures for our bespoke Concierge Collection land packages. We always aim to deliver an exceptional level of Customer Service and respond to all incoming calls & emails in a timely manner, delivering highly accurate work to ensure profitability and company goals and be flexible in approach to all tasks. An ability to multi-task in a busy team environment is essential for this role as well as liaising and assisting colleagues with excess workload within the department.
The team also provide our critical Out of Hours Emergency Telephone service, covering Regent & Oceania, delivering round the clock assistance for guests travelling to and from our ships. A background in a reservation, guest relations or operations role would be advantageous.
POSITION RESPONSIBILITIES
Ticketing:
- Experience of issuing all kinds of air tickets is required – nett/BT/IT/Cat 35/ published fares.
- To include correct fare and all applicable taxes, fees & charges.
- Ensure all entries are correct including baggage, fare basis, endorsements, fare construction and tour code.
- Accurately process refunds of fares and taxes to ensure the companies liabilities are kept to a minimum.
- Re-issue or re-validate tickets which have been changed since the original ticket issue.
Airline Contracts & Pricing:
- Identify which airlines offer best price and flight options for each route and collate information to provide to the reservations departments.
- Calculate appropriate air supplements to be charged. Includes ad-hoc requests. Understand fare rules as displayed in GDS and be able to identify correct fares to use.
- Ensure awareness of tactical and special offers released by the airlines and identify ways to promote these to the reservations departments.
- Ensure all departments are kept up to date with any changes which may be relevant to them.
- Ensure reservations are advised of any new routes or ticketing classes.
- Build all pricing for air arrangements and prepare spreadsheets for upload by US office into NVS.
Group Flights & Allocations:
- By monitoring flight availability and booking patterns identify where group space can be utilised and take appropriate action to calculate cost savings.
- Monitor sales to minimise exposure to penalties from the airlines. Negotiate extensions where possible. Enter names ready for ticketing. Keep reservations up to date with availability of group allocations.
Reporting:
- Pull reports from GDS (Sabre) and from Reservation system (NVS) to assist with quality check, hotel and transfer manifests for the ships and our US office.
- Using GDS (Sabre’s) back-office system to ensure all ticket details are stored in the database and pull relevant information from the system to assist with BSP reconciliation.
UK Exclusives & Sales Promotions- Concierge Collection:
- Special Offer Cruise Fares-
- Work with special offer cruise fares supplied by US office to add extra value to the cruise package (Concierge Collection).
- Source hotel & ground arrangements as and when required and cost to form package arrangements.
- Build pricing for integration into cruise pricing and prepare for loading within Reservation System (NVS).
- Maintain and manage the package through to departure including sourcing of tour manager if required.
Cruise Pricing:
- Assist with pricing and distribution of fares
Distribution of cruise pricing received from US office. Check fares on every sailing and identify price changes. Hide confidential areas of spreadsheets and distribute to relevant parties.
- Assist with pricing and distribution of special offers
Check special offer fares received from US office. Confirm heads and value of existing bookings. Work with MD & Sales department on distribution to selected agents. Liaise with revenue management to build promotions in Reservation system (NVS) and maintain reports of bookings figures
Sales & Marketing:
- Assist sales & marketing department with proofing for all ads and brochures. Ensure we have latest airline information.
Corporate Travel Requests:
- Book and ticket all corporate travel requests from staff within the company for company business only to include air, hotel and UK transfers. Ensure correct approval is obtained and staff are adhering to company policy.
General & Other Duties:
- Pull reports from Reservation system (NVS) for specific cruises and quality check all flight, transfer and forced-overnight accommodation details.
- Ensure flights booked match Reservation system (NVS) and all OSI remarks are correct as per the airline’s contract.
- Shore to ship manifest updates (pre/post transfer arrangements).
- Work daily GDS (Sabre) queues to ensure all bookings within ticketing queue are checked and entered onto air analysis spreadsheet and correct ticketing deadlines are assigned.
- Action all time changes and ensure queues are worked in a timely manner.
- Update PNR for all seat requests, special service requests and vendor remarks.
- Assist reservations with queries including but not limited to deviations, stopovers, alternative routings and carriers, upgrading with non-contracted airlines, tailor-made itineraries.
- Investigate involuntary downgrades and re-routes, denied boarding, lost baggage.
- Research, plan and organise and manage pre/post cruise packages to add value to sailings on an adhoc basis.
- Work with our ground agents to supply transfers/hotels/tours as needed and build packages to sell with our cruises.
EXPERIENCE
- Airline knowledge
- Ideally 2-3 years’ experience in a similar role
- Fares & Ticketing 1&2 qualifications or 2-3 years of experience in a similar role
- Customer Service experience
COMPETNTENCIES / SKILLS
- GDS Experience, including ticketing (Sabre, Amadeus, Travelport)
- Knowledge of Air Contracts and Nett Fares
- Experience of issuing different tickets – Nett/BT/IT/Cat 35/ published fares
- Customer focused, excellent communicator and listener
- Strong product and destination knowledge
- Attention to detail and excellent organisational skills
- IT literate
- Working knowledge of MS Office applications, including Excel and Word
- 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
**If you do not hear from us within 10 working days of sending us your application, it means that unfortunately on this occasion, you have been unsuccessful**
Locations
Air Operations Coordinator employer: Regent Seven Seas Cruises
Contact Detail:
Regent Seven Seas Cruises Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Air Operations Coordinator
✨Tip Number 1
Familiarise yourself with the specific airlines and their fare structures that Regent Seven Seas Cruises works with. Understanding the nuances of air ticketing, including nett fares and published fares, will give you an edge in discussions during the interview.
✨Tip Number 2
Brush up on your GDS skills, particularly with Sabre, as this is crucial for the role. Being able to demonstrate your proficiency in pulling reports and managing bookings will show that you're ready to hit the ground running.
✨Tip Number 3
Prepare to discuss your experience in customer service and how it relates to the travel industry. Highlight any specific instances where you went above and beyond to assist customers, as this aligns with Regent's commitment to Heartfelt Hospitality.
✨Tip Number 4
Showcase your ability to multi-task and work under pressure. Think of examples from your past roles where you successfully managed multiple priorities, as this is essential for the fast-paced environment of the Air Operations Coordinator position.
We think you need these skills to ace Air Operations Coordinator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in air operations, ticketing, and customer service. Use keywords from the job description to demonstrate that you meet the specific requirements for the Air Operations Coordinator role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the cruise industry and your understanding of Regent Seven Seas Cruises. Mention specific experiences that relate to the responsibilities outlined in the job description, such as handling air ticketing or providing exceptional customer service.
Highlight Relevant Skills: In your application, emphasise skills that are crucial for this role, such as GDS experience, attention to detail, and the ability to multi-task. Provide examples of how you've successfully used these skills in previous positions.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for the Air Operations Coordinator position.
How to prepare for a job interview at Regent Seven Seas Cruises
✨Show Your Airline Knowledge
Make sure to brush up on your knowledge of airline products and ticketing processes. Be prepared to discuss different types of air tickets, fare rules, and how to identify the best flight options for guests.
✨Demonstrate Customer Service Skills
Since this role is heavily focused on guest services, be ready to share examples of how you've provided exceptional customer service in previous roles. Highlight your communication skills and ability to handle inquiries effectively.
✨Highlight Your Multi-Tasking Abilities
This position requires juggling multiple tasks in a fast-paced environment. Prepare to discuss specific instances where you successfully managed competing priorities and maintained accuracy under pressure.
✨Familiarise Yourself with GDS Systems
As experience with GDS systems like Sabre is crucial, make sure you can talk about your familiarity with these platforms. If possible, mention any specific tasks you've completed using GDS, such as ticketing or pulling reports.
