ABOUT US
Oceania Cruises is the world’s leading culinary and destination focused cruise line. The seven small, luxurious ships carry a maximum of 1,238 guests and feature the finest cuisine at sea and destination-rich itineraries that span the globe.
Expertly curated travel experiences aboard the designer-inspired, small ships call on more than 450 marquee and boutique ports across Europe, Alaska, Asia, Africa, Australia, New Zealand, New England-Canada, Bermuda, the Caribbean, the Panama Canal, Tahiti and the South Pacific in addition to the epic 180-day Around the World Voyages.
There is also a second 1,200-guest Allura Class ship on order for delivery in 2025. With headquarters in Miami, Oceania Cruises is owned by Norwegian Cruise Line Holdings Ltd., a diversified cruise operator of leading global cruise brands which include Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises. By being part of NCLH, our competitive benefits packages offer you and your family the opportunity to stay healthy and thrive both personally and professionally.
BENEFITS
* Free car parking nearby
* Pension Scheme
* Private Medical
* Development Opportunities, partnered with LinkedIn & Dale Carnegie
* Sales Incentive Plan
* 6 weeks - paid sickness
* Discounted Cruise Programme
* 25 days holiday + 8 Bank Holidays
* Local Bus Discounts
ROLE LOCATION
This role will be based in our office in Southampton with Mondays and Fridays working from home.
BASIC PURPOSE
The Supervisor Role will be responsible for Supporting the Management team in the successful daily running of the direct inbound team to ensure sales are maximized through delivery of great customer service, Quality, Service Level and team KPIs monitoring, by supervising and driving the team’s sales performance.
This is a highly driven Sales and Customer Support role where you will be responsible for providing guidance to the inbound team with an exceptional standard of customer service, proactively securing bookings, and maximizing on all sales opportunities.
Responsible for monitoring, managing, and motivating the EMEA Direct Inbound teams, ensuring all the team’s targets are reached, while maintaining company standards as it relates to both sales’ conversion and direct guest satisfaction and department’s expectations, ensuring operational deadlines and quality targets are adhered to and agreed service standards are maintained, through the delivery of exceptional customer service.
Supporting the management team and all other departments as and when required with HR, IT and reservation procedures and escalations.
POSITION RESPONSIBILITIES
* To provide assertive and clear supervision that will inspire and motivate team members to work together to achieve sales targets.
* Offer daily support, providing a fast and efficient response to all requests for information and to the resolving of issues for both Trade and direct reservations.
* Plan and implement enhanced support and cover to the EMEA Inbound Team (including Rota & Holidays)
* Supervised & Monitor call performance using the call management system.
* Quality check bookings / calls and processes and take appropriate corrective action where needed.
* Manage shared email inboxes & incoming calls and call durations to ensure timely response and management of calls by Inbound Agents
* Assist with testing & development of system enhancements.
* Provide support in emergency situations as they occur in a calm and organized manner and ensuring that communication to all stakeholders is frequent and up to date.
* Provide training and coaching to team members to ensure brand, product, policy and process and promotion knowledge is updated regularly.
* You will build and maintain relationships with all Direct Guests.
* Collate and submit team feedback to management for identifying market and sales trends and suggesting new initiatives to enhance service levels and sales.
* Provide and quality check reports for follow ups and ensure completion.
* Monitor daily, weekly, and monthly performance results to ensure that all policies, metrics, procedures, and schedules are being maintained (Including call and email review / Monitoring).
* Maintaining a good working relationship with other team members, guiding, advising and helping others where appropriate to enhance service levels.
* Drive improvements in overall Sales and service levels, analyze responses and phone calls provide coaching and feedback to strive for Closures at first contact.
* Provide feedback on call and performance reports.
* Supervise day to day sales and service activities to ensure a Concierge style approach to our direct guests, ensuring Customer Service is delivered while achieving set KPI's ((identify needs/coach/educate/evaluate).
* provide the team with the necessary updates and training to allow them to consistently work with the latest policies and processes.
* Track and measure individual and team productivity with a goal to be number one in the Cruise Industry Ensure Team meet the standard service levels and the Key Performance Indicators.
* Conduct scheduled briefings and training sessions.
* Conducting monthly one to ones and annual appraisals of staff to ensure team development.
* Responsible for maintaining thorough knowledge of OCI product, policies, and procedures for the department.
* Monitor staffing hours for payroll purposes and prepare overtime sheet for Senior Manager approval.
* Assign & Facilitate administration of all Inbound sales and admin processes.
* To assist other departments within our UK and US offices as well as our Ships, including Accounts, Air Operations, Guest Relations, Sales Team, HR, Revenue Management, Pre/Post hotels in relation to booking escalations.
* Provide leadership team with regular feedback and identify trends and opportunities for improvement where necessary.
* Managing escalated problems and resolving queries not solved by the team members.
* Assist Marketing with brochure and advertisement proofing.
* complete weekly Staff rota's ensuring adequate cover for Inbound team.
* Recruitment - Interview and make recommendations in the recruiting and hiring process.
* Work on special projects as assigned.
* Participate, and assist where required in consumer events, exhibitions and ship visits.
* Consistently maintain high levels of professionalism that reflects a positive image of the product and the brand.
* To complete any necessary administration duties accurately and timely.
* To maintain departmental standards of dress/office tidiness/time keeping and attendance.
* To comply with all relevant legal regulations such as GDPR to ensure customer confidentiality and contact requests are adhered to.
* Other responsibilities as assigned by Management.
EDUCATION
* College Education Preferable
* Recognized qualification in Travel & Tourism / Hospitality (desirable)
* Second language (ideally French, German, Spanish) not mandatory but advantageous
EXPERIENCE
* 1-3 Years Travel background, an understanding of the cruise industry
* Call Centre, Hospitality, Travel Agency or Tour Operator experience
* Sales experience in a Sales / customer service / Reservations supervisory role
* People supervision within a sales environment
COMPETENCIES / SKILLS
* Computer literate: proficiency with Microsoft office suite
* Reservations System, Airline GDS, Sabre an advantage but not essential
* Salesforce knowledge preferable
* Knowledge of ABTA/ATOL and Package Travel Regulations will be an advantage.
* Strong Travel industry and general geographical knowledge
* Pro-active Sales driver, high on energy and initiative with excellent sales skills and ability to identify sales opportunities.
* Sales closing and converting skills.
* Leadership experience
* Excellent Organizational and problem-solving skills with attention to detail
* Multi-task oriented with Excellent Time management skills and a strong drive to deliver.
* Excellent administration skills with the ability to complete work in a timely manner with accuracy and attention to detail.
* Strong verbal & written communication skills with a professional telephone manner to be able to effectively diffuse escalated matters.
* Strong Interpersonal skill with the ability to interact with all levels of the organization and client base in a professional, diplomatic, and tactful manner.
* A strong team player who is used to using their own initiative.
* Ability to coach and drive a team with skills in providing both positive and negative feedback.
* Strong customer focus, both internally and externally.
* Self-driven, results orientated with a positive dynamic approach, and able to perform under pressure and remain Positive and determined.
* Ability to function in a fast paced, results oriented environment with a high degree of flexibility whilst demonstrating a sense of urgency.
* Excellent time management skills with a strong drive to deliver.
* Demonstrates resilience and flexibility to business needs.
* An innovate, self-starter who can think in terms of solution, and who has the ability to identify Sales opportunities and capitalize on these.
* Honest; consistent; positive & enthusiastic approach
* Flexibility to work additional hours outside of our regular business hours when required, including traveling and weekends and evenings.
* Must always project a professional appearance as it may be necessary to meet with guest face to face.
**If 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**.