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Reservations Concierge - Shore Based - Southampton

Employer
Carnival UK
Location
Southampton, Hampshire
Salary
Competitive
Closing date
25 Jul 2018
Reservations Concierge - Shore Based - Southampton

Seabourn and Holland America Line are two leading cruise brands, with their UK base at Carnival House in Southampton. We are looking for a Reservations Concierge to be the voice of Seabourn & Holland America Line, providing a concierge level of service to our guests and Travel Partners 

The Role of the Reservations Concierge is to:

  • Receive and respond to in-bound calls and emails, providing genuine and intuitive service that delights our Travel Agents and Consumers
  • Be responsible for attending to the post-sale administrative needs of booked guests including personalised outbound calls and follow up with Seabourn guests and agents to ensure guest needs  are satisfied and indulged
  • Act as liaison between guests and any necessary departments, to ensure special requests and onboard needs are met
  • Build and maintain relationships with all trade and consumer customers by having exceptional conversations, being the voice of Seabourn
  • Meet all targets set by the company, Manager and Team Leader
  • Maintain the highest standards of professionalism in all interactions to create a positive image of the product and the company
  • Handle precise requests and special projects, for example Champion Roles including specialities such as Destinations/Brand/ Engagement etc
  • Take on additional responsibilities with a Support Back Up role including Air/Accounts/Groups and/or Guest Relations.
  • Complete other duties as required. Assist with special, projects as requested by the Manager and/or supervisors
  • Be responsible for helping reservations with any SBN related enquiries, and identifying opportunities to educate them on all things SBN
  • Be a role model, taking opportunities to create Seabourn Moments

The successful applicant will:

  • Be guest obsessed
  • Love positivity and have an infectious enthusiasm and 'can-do' attitude
  • Thrive on making people happy, by providing genuine and intuitive service that delights
  • Express themselves easily and explain things clearly
  • Display great attention to detail and have strong administrative capabilities
  • Love working with others and be a strong team player
  • Thrive on meeting & exceeding goals and targets
  • Be hungry for knowledge and have a passion for learning new things

Behavioural Fit:

Guest Obsessed

-Through genuine and intuitive service, consistently deliver exceptional service, that delights

-Identify and communicate ways the guest/agent experience could be enhanced

-Keep knowledge of our brands and destinations up to date, using it to effectively promote our brands in all interactions

Heroes of Safe & Well

-Act ethically in all situations

-Treat all colleagues with respect, courtesy & consideration

Better Together

- Listen to and utilise colleagues experience/knowledge

-Adapt communication and approach with colleagues to optimise the outcome, appreciating personality differences

-Work well as part of a team, being flexible and adaptable as needed

Passionate about Happiness

-Have a positive & enthusiastic attitude at work at all times

-Celebrate the success of individuals, team and brands

-Be approachable and help colleagues, positively contributing to a pleasant working environment

Determined & Courageous

-Act on every request/task in a timely manner

-Regularly reviewing all feedback & performance results to drive improvements, recognising

strengths and weaknesses whilst being responsible for own  development

SEABOURN

Designed for just 458-600 guests, Seabourn’s five intimate ships are the perfect blend of glamorous elegance, impeccable service, exquisite cuisine and highly personalised destination experiences, all of which have earned Seabourn some of the most coveted awards in travel.

Exceptional service is a keystone for Seabourn, and the company mission statement is taken seriously by everyone who works for the brand, at all levels:  “Through genuine and intuitive service, we consistently deliver exceptional SEABOURN MOMENTS that delight our guests and create the world’s finest travel experiences.” The much heralded Seabourn Encore arrived late in 2016, confirming Seabourn’s status as the youngest most modern contemporary fleet in the ultra-luxury market. From the luxury of all suite accommodations to complimentary fine wines and spirits, and a no tipping policy, Seabourn exemplifies the definition of travelling well.

HOLLAND AMERICA LINE

Awarded "Best Overall Value" for the 22nd consecutive year and with a maritime history that stretches back more than 140 years, "Premium" operator Holland America Line is dedicated to offering guests "once in a lifetime experiences - every time", onboard a fleet of 14 five star (soon to be 15), mid-sized ships, adorned with priceless art, fresh flowers and combining timeless elegance with the most modern amenities. 

New “Pinnacle class” ms Koningsdam launched in April 2016, joined by a sister ship ms Nieuw Statendam in 2018, both enhancing and continuing the evolution of a premium cruise style that’s perfect for today’s discerning traveller.Holland America Line offers worldwide cruising, with itineraries ranging from popular 7-night Caribbean and Alaska cruises, exotic South America, Asia, Australasia and Pacific programmes and Grand Voyages to closer to home Mediterranean and Northern Europe cruises.

 

This position has been levelled at CUK 13

 

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