Free car parking nearby
~ Pension Scheme
~ Private Medical
~ Development Opportunities, partnered with Dale Carnegie
~ Appreciation Bonus
~Discounted Cruise Programme
~25 days paid holiday + 8 Bank Holidays
~ Bus Discounts
This role is based in our office in Southampton with Mondays & Fridays working from home.
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. 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.
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.
Make appropriate entries in department database (Salesforce) to code, classify and document records for reporting purposes.
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 any out-of-pocket expense claims providing recommendations & approval from Guest Relations Manager
This function may require you to work outside of normal business hours as is dependent on ship location and time zones.
Act as Guest liaison for calls and correspondence received by Senior Management
to ensure you have current knowledge of itinerary changes, pricing, onboard activities, refund policies, personnel changes, etc.
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
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.
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.
~ 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.
Computer literate
Proficient Microsoft software, such as Word, Outlook
Knowledge of Salesforce is advantageous.
Fluent in English (verbal and written)
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. Norwegian Cruise Line is a wholly owned subsidiary of Norwegian Cruise Line Holdings Ltd.