Cruise Reservations Concierge - Hybrid Role, Guest Experience

Carnival UK (P&O Cruises & Cunard); Southampton; Hybrid; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Discounted cruising

Health cash plan

Discount portal

25 days leave

Job summary

Holland America Line & Seabourn Contact Centre in the UK is seeking a Reservations Concierge. You will book cruises for guests by email and telephone, delivering exceptional service and resolving queries with first-call resolution.

This full-time hybrid role requires two days per week in the Southampton office. Training runs for four weeks (09:00–17:30) with shifts at 09:00–17:30 on weekdays and 08:00–16:00 on Saturdays, with some in-person and remote elements.

Qualifications

• Effective communication and great customer service are essential.
• Strong problem solving with the ability to resolve enquiries and complaints.
• Use product knowledge to promote features and benefits to guests.

Responsibilities

• Booking cruises for guests via email and telephone with exceptional service.
• Resolve queries pre and post cruise with first-call resolution where possible.
• Identify itineraries and cruise products matching guest needs and pro-actively upsell features.
• Build trusting relationships with guests and travel partners to retain bookings.
• Deliver guest satisfaction and a memorable experience.

Skills

Effective communication

Customer service

Problem solving

Product knowledge

Team collaboration

Professionalism

Positive attitude

Motivation and drive

Job description

Holland America Line & Seabourn Contact Centre in the UK is seeking a Reservations Concierge. You will book cruises for guests by email and telephone, delivering exceptional service and resolving queries with first-call resolution.

This full-time hybrid role requires two days per week in the Southampton office. Training runs for four weeks (09:00–17:30) with shifts at 09:00–17:30 on weekdays and 08:00–16:00 on Saturdays, with some in-person and remote elements.