Reservations Concierge - Shore Based - Southampton
- Employer
- Carnival UK
- Location
- Southampton, Hampshire
- Salary
- Competitive
- Closing date
- 1 Nov 2018
View more
- Sector
- Restaurant, Catering & Hospitality jobs, Team Leader, Retail jobs, Retail Supervisor
- Job Type
- Full Time
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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
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
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