At a Glance
- Tasks: Lead and inspire the Guest Services team to deliver unforgettable guest experiences.
- Company: Join Norwegian Cruise Line Holdings, a leader in global cruising.
- Benefits: Enjoy competitive pay, career growth, and a vibrant work culture.
- Other info: Dynamic environment with opportunities for personal and professional development.
- Why this job: Be part of a passionate team creating memorable vacations for guests.
- Qualifications: Experience in customer service and team leadership is a plus.
The predicted salary is between 27000 - 33000 £ 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.
As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family!
- Supervise & motivate the Guest Services team responsible for all aspects relating to guests’ reservations.
- Point of escalation for team members, for calls from agents and guests, liaising with relevant departments to ensure efficient resolve.
- Oversee the resolution of complex guest issues and escalations, ensuring prompt follow-up and satisfactory outcomes, with appropriate escalation to the relevant department heads.
- Oversee all cancellation refunds for signoff by the Manager for payment.
- Responsible for maintaining thorough knowledge of the Oceania product, policies and procedures for the department and ensuring the team members are equally versed.
- Ensure existing staff are kept updated on new products, policies & procedures etc.
- Provide ongoing coaching and development opportunities to team members to support performance
- Assist with recruitment, induction, and training for new hires.
- Call monitoring in line with department standards/ KPI’s.
- Regular review of calls, quotes and booking process for quality assurance.
- Assist in co-ordination of projects such as itinerary changes, cancelled voyage communication, etc.
- Co-ordinating appropriate Envogram communication.
- Communicate tactical promotions to the team through briefings.
- Assist with testing & development of system enhancements, where required.
- Assist with any marketing activities (proof reading etc.).
- Daily monitoring of team productivity (adherence; calls; emails; tasks).
- Ensure compliance with company policies, GDPR requirements, and data protection standards when handling sensitive information
- Weekly/Daily Task setting.
- Assist Guest Services Manager with staff rotas and holiday management ensuring satisfactory department cover.
- Assist with yearly appraisals
- Perform regular 1-2-1’s with team members.
- Ensure the consistent delivery and achievement of departmental KPI’s and implement corrective actions where required
- Interact with relevant departments, at all levels, across global Offices.
- Participate, and assist where required in consumer events, exhibitions, and ship visits.
- Other responsibilities as assigned by the Guest Services Manager or Department Head.
EXPERIENCE
Supervisory/Team Leader experience advantageous Call center / Customer Service experience in Consumer Sales & lead management preferable Ideally at least 2 years’ Travel Experience within a premium or luxury brand Second language is preferable but not essential
- COMPETENCIES / SKILLS
- Customer and team focused, excellent communicator and listener
- Strong product and destination knowledge
- Attention to detail and excellent organisational skills
- Ability to maintain confidentiality and exercises discretion when handling sensitive employee, business and guest information in accordance with company policies
- Computer Literate - Working knowledge of MS Office applications, including Excel and Word
- Knowledge of Salesforce, advantageous and travel industry booking systems
- 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
- An honest, consistent; positive & enthusiastic approach
- Well presented
- Approachable Team player
- STAKEHOLDERS
Trade Partners – Travel Agents and Tour Operators Direct Consumers – Inbound Internal Departments – Sales & Marketing, Guest Relations, Air Operations, Accounting, Miami 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 destination each year.
LEARN MORE ABOUT OUR COMPANY
At a Glance Brand Overview Norwegian Cruise Line Oceania Cruises Regent Seven Seas Cruises New Releases
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.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.
They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
We’re thrilled you’re here to explore career opportunities with our team.
If you're driven and enjoy thriving in an environment that values People Excellence, you’re in the right place!
We’re incredibly proud of our team and the meaningful work we do every day.
Our culture is built on Innovation, Collaboration, Transparency and Passion; our key Value Anchors that continue to drive our success and shape our future.
We’re excited to learn more about your background and experiences, and to see where this journey might take us together.
Please introduce yourself and let’s get connected Our team is committed to People Excellence and we make it our business to ensure that we recruit the best and the brightest talent to be a part of our growing company.
If you’re ready to take your career to the next level and collaborate with our team in driving innovation, guest experiences and operational excellence, then NCLH is the place for you!
Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company that operates Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises.
With a combined fleet of 34 ships and itineraries to approximately 700 destinations worldwide, NCLH has exciting plans to expand our business in the years ahead.
We expect to add 13 additional ships across the three brands through 2036.
To learn more about our brands, please visit: https://www. nclhltd. com/brands Norwegian Cruise Line https://youtu. be/_x Crw Yz_7e8 Oceania Cruises https://youtu. be/E_aptk9QNv E Regent Seven Seas Cruises https://youtu. be/irx8s LBX0Sc
Supervisor Guest Services in Southampton employer: UKG Norwegian Cruise Line Group UK Limited
Norwegian Cruise Line Holdings Ltd. offers an exceptional work environment for the Field-Based Luxury Travel Partnerships Lead, where you will thrive in a dynamic and supportive culture that values innovation and excellence. With opportunities for professional growth and development, you will be part of a team that is passionate about delivering unforgettable luxury travel experiences while enjoying the flexibility of a field-based role across the beautiful North of the UK.
Contact Details:
UKG Norwegian Cruise Line Group UK Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Supervisor Guest Services 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 UKG Norwegian Cruise Line Group UK Limited. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to UKG Norwegian Cruise Line Group UK Limited
Don't be shy about reaching out to UKG Norwegian Cruise Line Group UK Limited 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 Supervisor Guest Services 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 UKG Norwegian Cruise Line Group UK Limited 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 UKG Norwegian Cruise Line Group UK Limited
✨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!
