Guest Relations Executive
il y a 1 jour
Manchester
BENEFITS • Free car parking nearby, • Pension Scheme, • Private Medical, • Development Opportunities, partnered with Dale Carnegie, • Appreciation Bonus, • 6 weeks- paid sickness, • Discounted Cruise Programme, • 25 days paid holiday + 8 Bank Holidays, • Bus Discounts ROLE LOCATION This role is based in our office in Southampton with Mondays & Fridays working from home. BASIC PURPOSE This role is responsible for reviewing, researching and resolving complaints/queries - during & post cruise - in a timely manner, using creative techniques within company guidelines, to increase customer satisfaction, retention and loyalty. The role will require interaction with Guests/Trade Partners by providing information in response to inquiries as well as communication with internal and external parties, including but not limited to Regents Ship Officers & Executive Management through a variety of means - in person, telephone, e-mail or regular mail correspondence. Ensure up to date knowledge of current regulations (ABTA; ATOL; Package Travel Regulations), trends, & problem areas to ensure you have the means to be an effective problem solver. This position is also responsible for Care Team duties and will be the main point of contact for assistance with medical debarks. In addition, this role will also back up the APAC region as well as offer support to the sister brand, Oceania Cruises. POSITION RESPONSIBILITIES Resolving Guest Complaints: • Undertake a full investigation of the Guests complaint researching all elements raised., • Work collaboratively to determine and address inquiries, concerns and resolve complaints from Guests and Trade Partners, via email or telephone to resolve their queries., • Maintain up-to-date files to ensure that all correspondence is being addressed accurately, keeping track of status and any follow up required., • Make appropriate entries in department database (Salesforce) to code, classify and document records for reporting purposes., • Routinely communicate with onboard personnel and Officers to resolve guest issues before they debark the vessel or to research concerns from a past voyage., • Develop creative solutions to challenges while considering the cost to the company and the ability to increase the company’s goodwill in the eyes of the guest, while keeping company guidelines in mind., • Issue compensation such as amenities, cruise credits, onboard credits, gifts, • Review all PRM’s received to ascertain requirements., • Liaise with internal departments to ensure all necessary requirements are in place., • Liaise with Trade Partner/Guest to obtain any additional information., • Be the main point of contact for assistance when a guest is taken ill, medically disembarked or has been injured onboard., • This requires daily contact with the guest and/or next of kin., • Keep an accurate record of all contact/assistance activity., • On occasion you may need to be deployed to assist as on the ground cover, • This function may require you to work outside of normal business hours as is dependent on ship location and time zones., • Key Metrics:, • Initial contact to be made withing 24 hours of the incident., • Main point of contact for al UK & CEMEA Seven Seas Society queries, • Responsible for administering & processing of UK & CEMEA Regent Ambassador request:, • Pull required Ambassador report., • Review & qualify bookings., • Act as Guest liaison for calls and correspondence received by Senior Management, • Review all Envograms, brochures, voyage reports, etc. to ensure you have current knowledge of itinerary changes, pricing, onboard activities, refund policies, personnel changes, etc., • Make recommendations and suggestions for changes in brochures, advertising, and other promotional efforts., • Provide back up support to other departments within the Regent & Oceania UK & CEMEA team., • Assist with Ship Visit and events, where applicable, • Any other projects/tasks as assigned by the Senior Guest Relations Manager International EXPERIENCE • High School Diploma required, • Minimum of 1-year experience in customer-oriented role, preferably within a luxury brand/organisation. Travel experience is an advantage., • Guest Relations and Customer Service experience, preferably within the luxury sector, • Second language (ideally French, German, Spanish) not mandatory but advantageous, • Knowledge & understanding of the EU Package Travel Directive would be advantageous. COMPETENCIES / SKILLS • Strong understanding and experience of modern marketing processes, with up-to-date knowledge of industry trends and solid commercial awareness to support decision-making., • Proven ability to negotiate with service providers, ensuring cost-effective solutions and maintaining high-quality standards across diverse markets., • Excellent time management and organizational skills, with the ability to prioritize and manage multiple projects simultaneously under tight, time-sensitive deadlines., • Self-motivated and proactive, capable of working independently and delivering results in a fast-paced, dynamic environment., • Strong written and verbal communication skills, with the ability to craft compelling messaging and collaborate effectively across teams and regions., • Collaborative team player, contributing positively to team dynamics and cross-functional initiatives., • Flexibility, with the ability to attend events and activations as needed, including occasional adjustments to working hours. COMPETENCIES / SKILLS • Customer focused, excellent communicator (written & verbal) and good listener., • Attention to detail and excellent organisational & analytical skills., • Ability to interact with all levels of the organisation and client base in a professional, diplomatic, and tactful manner., • Strong personal time management skills, • Demonstrates the ability to deal with multiple, concurrent tasks, shifting priorities and an ability to meet changing needs while maintaining a positive attitude., • Must be resourceful and have an ability to work independently but also as a team., • Maintain diplomacy and confidentiality to ensure sensitive information does not get into the public domain., • Computer literate, • Proficient Microsoft software, such as Word, Outlook, • Knowledge of Salesforce is advantageous., • Fluent in English (verbal and written), • Approachable and helpful with a can-do attitude and willingness to learn. ABOUT US As the innovator in global cruise travel, Norwegian Cruise Line has been breaking the boundaries of traditional cruising for nearly 60 years. Most notably, the cruise line revolutionized the industry by offering guests the opportunity to design their ideal holiday on their preferred schedule with no assigned dining and entertainment times and no formal dress codes. Today, the company invites guests to 'Experience More at Sea' by providing them with more to see, more to do, more to enjoy, and more value on their holiday. Its fleet of 21 contemporary ships sail to over 400 of the world's most desirable destinations, including Great Stirrup Cay, the company's private island in the Bahamas and its resort destination Harvest Caye in Belize. Norwegian Cruise Line not only provides superior guest service from land to sea but also offers a wide variety of award-winning entertainment and dining options as well as a range of accommodations across the fleet, including solo-traveller staterooms, club balcony suites and The Haven by Norwegian®, the company's ship-within-a-ship concept. For additional information visit . Norwegian Cruise Line is a wholly owned subsidiary of Norwegian Cruise Line Holdings Ltd. To learn more, visit . If for any reason you do not hear back from us within 10 working days of sending us your application, it means that unfortunately on this occasion you have been unsuccessful
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