Guest Services Coordinator

## Guest Services Coordinator Apply locations:
Southhampton, UKtime type:
Full time posted on:
Posted Yesterday job requisition :
JR01772
** 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!

** APPLY ONLINE
** If you’re interested to be considered for this position, please click the blue APPLY button at the top of the page to get started. All candidates must complete an on-line application to be considered.
** 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.  + 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
- 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:  + Revenue Management;
Inventory;
Special Services;
Onboard;
Oceania Club; etc.
* 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.  + Various locations (midweek & weekend – usually 1 to 2 per year)
* 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  + Working knowledge of MS Office applications, including Excel and Word  + Salesforce knowledge, an advantage but not essential  + Reservation system knowledge advantageous  + 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.
** CERTIFICATIONS/LICENSES
*** Educated to GCSE level or equivalent (desirable)
* Recognized qualification in Travel & Tourism (desirable)
* Second…