Guest Relations Specialist (Princess Cruises) - job post
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Job details
Job type
Full-time
Location
Southampton
Full job description
Job Description
No one knows cruising like Princess. We deliver holiday happiness for millions of people each year and that’s a responsibility we take seriously.
From formal qualifications to the life lessons of worldwide travel, we offer our people a broad range of personal and professional development opportunities and this journey can begin as a Guest Relations Specialist within our Princess Team.
To provide elevated support to our onboard teams and is heavily focused on supporting the onboard resolution of any issues or concerns raised by our guests, ranging from highly escalated issues and complex decision consultation to transactional administrative tasks. This requires outside of the box thinking, sound judgement and the ability to find creative solutions.
Key accountabilities include:
* Provides elevated support to our shipboard staff. Assists with handling sensitive and highly escalated situations as they require support. Actively listens to create understanding, complete research by using a variety of available tools and techniques, and then partners with the shipboard team on the appropriate course of action for the situation. Uses empowerment and judgement to drive timely and effective resolutions, up to the full value of the booking where deemed necessary.
* Responsible for replying to guest feedback, during and after their cruise experience, primarily by telephone or by email and letter in an efficient and professional manner, working within internal timescales, and those set by the ABTA Code of Conduct.
* Identifies opportunities to improve processes and our overall guest experience.
* Representing the brand on post-cruise issues and speaking thoughtfully while navigating complex issues and making difficult decisions. The Specialist will have the authority to issue compensation based on their judgment and established guidelines.
This role is classified as CUK12 and is available on a full-time, permanent basis. We offer hybrid work with a minimum of two days per week in our Southampton office.
Requirements: What You Need to Succeed
Successful candidates will possess:
* A minimum 2 years’ experience in customer service environment speaking directly with guests
* Worked within the Cruise industry
* Proficient in Microsoft Office suite
* In depth knowledge of Siebel CRM and POLAR
* Prior knowledge of Princess Cruises advantages but not essential
We recognise the value in having people with a variety of backgrounds, experience and skills in our business. That means the role requirements here should be seen as a guide, not a checklist.
About You: The Ideal Candidate
You are more than just your CV. You're someone who brings:
Professionalism – be ready for work
Why Join Us?
Working within our Princess team means you’ll be part of a community that values growth, work-life balance, and well-being.
* Employee Discounted Cruising plus Friends and Family offers
* Recognition scheme with prizes and awards
* 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, bank holiday allowance and holiday trading scheme
Take the Next Step
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, we therefore encourage you to apply early to avoid disappointment.
About Us
Holidays are one of life’s greatest pleasures. Having the chance to relax, escape and explore is a magical thing. And there is no better holiday than a cruise.
No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness. As part of the world’s largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britain’s rich seafaring heritage, P&O Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people.
Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. Our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion.
It’s through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel’s Employer of Choice.
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