Dutch Speaking Guest Relations Representative - 6 months FTC

Costa Crociere S.p.A.; Southampton; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading cruise company based in Southampton is seeking a Dutch and English Speaking Guest Relations Representative. The role involves responding to guest enquiries, resolving complaints, and supporting internal teams. Ideal candidates will have excellent communication skills and a passion for customer service. This position offers a hybrid work arrangement, with minimum office presence required. Join to create unforgettable holiday experiences.

Benefits

Employee Discounted Cruising

Recognition scheme

Regular office events

Extensive learning opportunities

Health Cash Plan

25+ days leave

Discounts portal

Qualifications

• Effective and fluent in Dutch and English both written and verbal.
• Demonstrated ability to offer great customer service and handle complaints.
• Strong organizational and time management skills.

Responsibilities

• Respond to guests and travel agents regarding enquiries or complaints.
• Provide real-time assistance to shipboard teams.
• Maintain relationships with UK Res Accounting team.
• Support Seabourn Concierge team with VIP guests.
• Offer hybrid work with two days in Southampton office.

Skills

Fluent communication in Dutch

Fluent communication in English

Customer service

Organizational skills

Time management

Job description

Responsibilities

Responding to guests and travel agent partners regarding enquiries, complaints or feedback pre, mid or post departure using a variety of communication mediums including but not limited to phone, email or letter and ensuring they are kept up to date with resolutions and timescales.

• Be a secondary point of escalation in addition to providing "expert brand assistance when required"
• Providing real time assistance and advice to shipboard teams to help resolve any issues by liaising with internal teams
• Maintaining relationships and providing support to UK Res Accounting team when required
• Acting as an extension to our Seabourn Concierge team, being aware of VIP guests and travel agent partners and seeking opportunities to exceed expectations, delivering truly intuitive Seabourn moments.
• We offer hybrid work with a minimum of two days per week (Wednesday and Thursday) in our Southampton office if you are based in the area, or we can offer a home working role if you are based further afield from our head office. Average working hours are 37.5

Requirements: What You Need to Succeed

• Effective and fluent communication skills in Dutch and English both written and verbal.
• Demonstrated ability to offer great customer service and handle complaints resolutions, with the desire to go the extra mile for our guests and travel partners
• Strong organisational and time management skills

About You: The Ideal Candidate

• Professionalism - be ready for work, courteous to colleagues and protect customer information
• Positive and inclusive attitude
• A collaborative mindset and willingness to support others
• Motivation and drive to reach personal and team goals

No one knows cruising like Holland America Line and Seabourn. We deliver holiday happiness for millions of people each year and that's a responsibility we take seriously.

From formal qualifications to the life lessons of worldwide travel, we offer our people a broad range of personal and professional development opportunities and this journey can begin as a Dutch and English Speaking Guest Relations Representative within our Contact Centre. Holidays are one of life's greatest pleasures. Having the chance to relax, escape and explore is a magical thing. And there is no better holiday than a cruise. No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness. As part of the world's largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britain's rich seafaring heritage, P&O Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people.

Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. Our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion. It\'s through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel\'s Employer of Choice.

Working within our Seabourn and Holland America Team means you\'ll be part of a community that values growth, work-life balance, and well-being. Read our employee experience guide to learn more about life as a Carnival UK colleague. CUK-employee-experience-guide-July-2025.pdf

Benefits

• Employee Discounted Cruising plus Friends and Family offers
• Recognition scheme with prizes and awards
• Regular office events including live entertainment, lifestyle events and charity partner fundraisers
• Extensive learning and development opportunities
• Employee-led networks
• Company paid Health Cash Plan and health assessment
• Discounted retail and leisure via discounts portal
• Minimum 25 days leave, bank holiday allowance and holiday trading scheme