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- Tasks: Join our team to deliver exceptional customer service and manage luxury cruise bookings.
- Company: Regent Seven Seas Cruises is the leading luxury cruise line with an unrivaled experience for guests.
- Benefits: Enjoy 25 days paid holiday, private medical, and a discounted cruise program.
- Why this job: Be part of a fun-loving team passionate about luxury travel and customer satisfaction.
- Qualifications: Experience in customer service or sales, ideally in the luxury travel sector.
- Other info: Flexibility to work weekends and attend trade events is required.
The predicted salary is between 28800 - 43200 ÂŁ per year.
ABOUT US
Regent Seven Seas Cruises is the leading luxury cruise line, delivering An Unrivaled Experience™, with every luxury included, for 30 years.
Carrying no more than 732 guests, the line’s spacious and stylish ships – Seven Seas Explorer®, Seven Seas Mariner®, Seven Seas Navigator®, Seven Seas Splendor®, Seven Seas Voyager® and from 2023 Seven Seas Grandeur™ – form The World’s Most Luxurious Fleet™ and explore more than 450 immersive destinations globally.
Offering Unrivalled Space at Sea™, guests enjoy sumptuous all-suite accommodations, nearly all with private balconies, which are among the largest at sea, as well as highly personalized service throughout lavish public areas and expansive outdoor spaces.
Unique to Regent Seven Seas Cruises, unlimited complimentary shore excursions are available in every port, making it the only truly all-inclusive cruise line. Voyage fares include, gourmet cuisine in a range of specialty restaurants and al-fresco dining venues, fine wines and spirits, entertainment, unlimited internet access, free valet laundry service, pre-paid gratuities onboard, transfers between airport and ship, and one-night pre-cruise hotel package for guests staying in Concierge-level suites and higher.
BENEFITS
- Free car parking nearby
- Pension Scheme
- Private Medical
- Development Opportunities, partnered with Dale Carnegie
- Sales Incentive Plan
- 6 weeks – paid sickness
- Discounted Cruise Programme
- 25 days paid holiday + 8 Bank Holidays
- Local bus discounts
BASIC PURPOSE
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.
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.
POSITION RESPONSIBILITIES
Sales
- Answer incoming calls promptly & courteously, with a smile – (KPI – 3/4 rings)
- Answer incoming emails promptly & professionally – (KPI – Same day (before 16h00) / 24 hours)
- Check cruise; hotel/land programme and air availability
- Booking all the above as needed
- Look for upsell and cross selling opportunities
- Maximizing revenue potential for each booking
- 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
- 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
- Follow up on direct consumer inbound leads, where applicable
- Ability to resolve calls at first resolution
- Ensure product knowledge is current and refreshed
Administration
- Liaise with US Office, where required
- Revenue Management; Inventory; US Ops & Onboard
- Update / Amend existing bookings
- Assist with pre-booking shore excursions & dining reservations
- Chase outstanding guest information
- Assist with communication on itinerary changes
- Processing of special requests
- Process cancellation and rebooks
- Issue & dispatch final documentation
Additional ad-hoc responsibilities
- 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
EXPERIENCE
- 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
KNOWLEDGE & SKILLS
- Customer focused, excellent communicator and listener
- Strong product and destination 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
- 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
** If you do not hear back from us within 10 working days of sending us your application, it means the unfortunately on this occasion you have been unsuccessful**
Guest Services 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 Guest Services Coordinator
✨Tip Number 1
Familiarize yourself with the luxury cruise industry and Regent Seven Seas Cruises specifically. Understanding our unique offerings, such as unlimited shore excursions and all-inclusive services, will help you stand out during conversations.
✨Tip Number 2
Practice your communication skills, especially in handling customer inquiries. Since this role requires prompt and professional responses, being able to demonstrate your ability to manage calls and emails efficiently will be crucial.
✨Tip Number 3
Showcase your sales skills by preparing examples of how you've successfully upsold or cross-sold in previous roles. This will highlight your ability to maximize revenue potential, which is a key responsibility for the Guest Services Coordinator.
✨Tip Number 4
If you speak a second language, be ready to discuss how it can enhance your customer service capabilities. While it's not mandatory, having language skills can give you an edge in connecting with our diverse clientele.
We think you need these skills to ace Guest Services Coordinator
Some tips for your application 🫡
Understand the Company: Familiarize yourself with Regent Seven Seas Cruises and their commitment to luxury travel. Highlight your understanding of their services and values in your application.
Tailor Your CV: Customize your CV to reflect relevant experience in customer service and sales, particularly in the luxury travel sector. Emphasize any call center or travel agency experience you have.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for luxury travel and customer service. Mention specific skills that align with the responsibilities listed in the job description, such as attention to detail and communication skills.
Highlight Language Skills: If you speak a second language, especially French, German, or Spanish, make sure to mention it prominently in your application. This can set you apart from other candidates.
How to prepare for a job interview at Regent Seven Seas Cruises
✨Show Your Passion for Luxury Travel
Make sure to express your enthusiasm for luxury travel during the interview. Regent Seven Seas Cruises values a team that shares a passion for providing exceptional customer service in the cruise sector, so let your excitement shine through!
✨Demonstrate Strong Communication Skills
Since the role involves answering calls and emails promptly and professionally, practice articulating your thoughts clearly. Prepare examples of how you've successfully handled customer inquiries in the past, showcasing your ability to communicate effectively.
✨Highlight Your Sales Experience
Be ready to discuss your previous sales experience, especially in the travel or luxury sectors. Share specific instances where you identified upselling opportunities or converted leads into bookings, as this aligns with the responsibilities of the Guest Services Coordinator.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle customer complaints. Think of examples from your past experiences where you resolved issues efficiently and maintained a positive customer experience.
