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nclh

Guest Services Coordinator

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GROW YOUR CAREER WITH US
At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we’re continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family!

APPLY ONLINE
If you’re interested to be considered for this position, please click the blue APPLY button at the top of the page to get started. All candidates must complete an on-line application to be considered.

DUTIES & RESPONSIBILITIES

Sales:

  • Answer incoming calls promptly & courteously.
  • Answer incoming emails promptly & professionally.
  • Check cruise; hotel/land programme and air availability.
    • Booking all the above as needed
  • Look for upselling and cross-selling opportunities.
    • Maximizing revenue potential for each booking
  • Ensure accurate pricing / promotions are offered.
    • Provide each enquirer with all up to date and accurate information, including but not limited to:
      • Current promotional offers
      • Offer applicable ancillary items – shore excursion packages, drinks packages and any other onboard experiences
      • Information on when payments (deposit & finals) are due
      • Overview of cancellation policies
      • Completion of full guest information
      • Visa & health advice / insurance referrals
      • Shore excursions & dining prebooking timelines.
  • Ensure full booking process is adhered to:
    • Full read backs and review before confirmation; update all booking notes/comments.
    • Collect guest’s data during calls.
  • Follow-up daily on options, with the goal of converting to confirmed bookings.
  • Support direct inbound consumer sales team, where applicable
  • Ability to resolve calls at first resolution.
  • Ensure product knowledge is current and refreshed.

Administration:

  • Liaise with US Office, where required:
    • Revenue Management; Inventory; Special Services; Onboard; Oceania Club; etc.
  • Update / amend existing bookings.
  • Assist with pre-booking shore excursions, dining reservations & ancillary packages.
  • Chase outstanding guest information
  • Assist with communication on itinerary changes.
  • Processing of special requests
  • Process cancellation and rebooks
  • Issue & dispatch final documentation

Additional adhoc duties:

  • Assist Sales Department with ship visits.
  • Assist/attend trade and consumer events.
    • Various locations (midweek & weekend – usually 1 to 2 per year)
  • Assist other departments as and when requested.
  • Assist with any other duties as assigned by the management team.
  • Flexibility to work weekend shifts, including hours outside regular business hours based on business requirement.

QUALIFICATIONS

EXPERIENCE

  • 1 or more years’ travel experience, preferably in the premium/luxury sector. An understanding of the cruise industry would be advantageous.
  • Call Centre, Travel Agency or Tour Operator experience
  • Reservations, Customer Service & Sales experience

COMPETENCIES/SKILLS

  • Customer focused, excellent verbal/written communicator and effective listener.
  • Strong product and destination/geographical knowledge
  • Attention to detail and excellent organisational skills.
  • Computer literate
    • Working knowledge of MS Office applications, including Excel and Word
    • Salesforce knowledge, an advantage but not essential
    • Reservation system knowledge advantageous
    • Airline GDS, Sabre an advantage but not essential
  • Ability to multi-task in a fast-paced environment
  • Demonstrates resilience and flexibility to business needs.
  • Ability to work well as part of a team.
  • Honest; consistent; positive & enthusiastic approach
  • Well presented.

CERTIFICATIONS/LICENSES

  • Educated to GCSE level or equivalent (desirable)
  • Recognized qualification in Travel & Tourism (desirable)
  • Second language (ideally French, German, Spanish) not mandatory but advantageous

STAKEHOLDERS

  • Trade Partners – Travel Agents and Tour Operators
  • Direct Consumers
  • Internal Departments – Sales & Marketing, Guest Relations, Finance, US office, Ships

ABOUT NCLH
Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises® brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destination each year.

LEARN MORE ABOUT OUR COMPANY:

At a Glance
Brand Overview
Norwegian Cruise Line
Oceania Cruises
Regent Seven Seas Cruises

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EQUAL OPPORTUNITY EMPLOYER

It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.