Supervisor Guest Services

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.

Supervisory/Team Leader experience advantageous Call center / Customer Service experience in Consumer Sales & lead management preferable Ideally at least 2 years’ Travel Experience with in a premium or luxury brand Second language is preferable but not essential

• 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

Trade Partners – Travel…