Reservations Improvement Manager

Job Description

Our Holland America Line & Seabourn Contact Centre Operations (CCO) team is in search of a Reservations Improvement Manager, who is crucial in supporting our CCO direction and nurturing a high‑performing team. Your accountabilities will include:

• Lead improvement initiatives across reservations processes and drive continuous improvement
• Deliver and develop training programmes for existing and new team members
• Support onboarding and capability building within the team
• Conduct audit and compliance activities and identify process efficiencies across reservation systems

Positioned within our internal structure from CUK
15 (entry level) to CUK1 (Brand President), this role is classified as a CUK
08. It is a full‑time, permanent position with hybrid work including up to three days from home.

• Strong Excel capability and data analysis skills
• Experience with reservation systems (e.g., Polar or similar)
• Ability to manage audit and compliance activities
• Capability to design and deliver structured training content
• Strong focus on driving continuous development of our people

• Have strong attention to detail and a structured, methodical approach
• Are focused on continuous improvement and process optimisation
• Can train, coach and develop others effectively
• Bring a proactive and solution‑oriented mindset

Working within our Contact Centre Operations teams means you’ll be part of a community that values growth, work‑life balance, and well‑being.

Read our employee experience guide to learn more about life as a Carnival UK colleague here.

• Employee Discounted Cruising plus Friends and Family offers
• Regular office events including live entertainment, lifestyle events and charity partner fundraisers
• Extensive learning and development opportunities
• Employee‑led networks
• Company paid Health Cash Plan and health assessment
• Discounted retail and leisure via discounts portal
• Minimum 25 days leave and bank holiday allowance

Our Hiring teams value giving candidates a great experience. If we receive a high volume of applications that will compromise our ability to offer the service we like to provide, the role could be paused or closed early, so we encourage you to apply early to avoid disappointment.

For more information on your recruitment journey, please visit our Candidate Journey Map.

Any offer of employment for this role will be conditional upon the satisfactory completion of a Basic DBS check. A criminal record will not automatically bar you from employment; any information disclosed will be considered fairly and proportionately in light of the responsibilities of the role.

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#CUK
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Job Functions:

Operations;
Project Management;
Training
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