Guest Experience Apprentice

Fred. Olsen Cruise Lines; Ipswich; On-site; GBP 14,000 - 18,000; Full time

Benefits offered by this job

Axa Health medical

Life Assurance

enhanced maternity and paternity pay

discounted holidays and cruises

retail discounts and cash back via Bo​

Boost Benefits scheme

Job summary

Fred. Olsen Cruise Lines is seeking a Guest Experience Apprentice to join our Guest Relations team at Fred. Olsen House in the UK.

You will gain hands-on experience across guest relations, customer service, feedback and administration while working toward a Level 3 Business Administration apprenticeship over ~18 months. You will collate and analyse guest feedback, manage shared mailboxes, prepare reports, and support projects to continually improve the guest experience.

Qualifications

• GCSEs (Grade 4 and above) including Maths and English.
• Excellent written and verbal communication skills.
• Strong organisational and time-management skills.
• A positive, polite and friendly approach.
• Good attention to detail and the ability to maintain accurate records.
• The ability to manage competing priorities and meet deadlines.
• Confidence using Microsoft Office and an interest in learning new systems.
• A calm and professional approach when dealing with challenging situations.
• An understanding of the importance of excellent customer service.
• Creative writing skills and the ability to communicate clearly and effectively.
• A willingness to learn about the travel and cruise industry.

Responsibilities

• Provide day-to-day administrative and business support to the Guest Experience team.
• Help manage shared mailboxes and departmental correspondence.
• Prepare reports, presentations, letters and meeting documentation.
• Organise meetings, take minutes and follow up on actions.
• Collate and analyse guest feedback, surveys and online reviews.
• Help identify trends, recurring themes and opportunities to improve our guest experience.
• Support the preparation of weekly and monthly management reports.
• Assist with the administration of guest complaints, including gathering information and maintaining accurate CRM records.
• Respond to Trustpilot reviews and identify when feedback should be escalated to a formal complaint.
• Support follow-up activities arising from guest complaints and feedback.
• Assist with the sorting and return of lost property, including arranging payments where required.
• Support wider Guest Experience projects and initiatives.
• Work collaboratively with colleagues, key onboard personnel and internal suppliers.
• You’ll also have the opportunity to visit and board our ships at various UK ports.

Skills

Excellent written and verbal communic

Strong organisational

Time-management

Calm professional in challenging situa

Creative writing

Education

GCSEs (Maths & English)

Tools

Microsoft Office

Job description

Fred. Olsen Cruise Lines is a family-run business that has been offering exceptional cruise experiences for over 170 years. With a fleet of ships that provide intimate, friendly, and immersive voyages, we are committed to delivering world-class service with a personal touch. Join us and be part of a proud heritage that is all about making lasting memories for our guests.

As our business continues to grow, we’re looking for an enthusiastic Guest Experience Apprentice to join our friendly Guest Relations team at Fred. Olsen House. This is an exciting opportunity to gain hands-on experience across guest relations, customer service, feedback and administration while working towards an apprenticeship qualification and developing the skills and confidence to build a successful career in the travel and cruise industry.

You’ll play an important role in supporting our Guest Experience team, helping us understand what our guests think, responding to feedback, assisting with the collation and analysis of guest feedback, surveys and reviews and supporting the team with shared mailboxes and departmental correspondence as well as contributing to projects that help us continually improve the guest experience.

No two days will be the same. From analysing guest feedback and monitoring online reviews to preparing reports, supporting investigations and helping with lost property, you’ll gain exposure to a wide range of activities across Guest Relations.

What we're looking for:

We’re looking for someone who is organised, enthusiastic and genuinely passionate about customer experience. You’ll be a confident communicator who enjoys working with people, can manage different priorities and is keen to learn.

• Provide day-to-day administrative and business support to the Guest Experience team.
• Help manage shared mailboxes and departmental correspondence.
• Prepare reports, presentations, letters and meeting documentation.
• Organise meetings, take minutes and follow up on actions.
• Collate and analyse guest feedback, surveys and online reviews.
• Help identify trends, recurring themes and opportunities to improve our guest experience.
• Support the preparation of weekly and monthly management reports.
• Assist with the administration of guest complaints, including gathering information and maintaining accurate CRM records.
• Respond to Trustpilot reviews and identify when feedback should be escalated to a formal complaint.
• Support follow-up activities arising from guest complaints and feedback.
• Assist with the sorting and return of lost property, including arranging payments where required.
• Support wider Guest Experience projects and initiatives.
• Work collaboratively with colleagues, key onboard personnel and internal suppliers.

You’ll also have the opportunity to visit and board our ships at various UK ports, giving you valuable insight into the cruise operation and the experiences we deliver to our guests.

This is an Apprenticeship, with the successful candidate working towards a Level 3 Business Administration qualification, with an estimated course duration of 18 months. This will be a work-based Apprenticeship, so there is no requirement for day release to college. You will have an allocated Assessor from an Apprenticeship training provider who will visit you in the workplace and provide 1-2-1 training, support and guidance throughout the course. You’ll have the opportunity to gain valuable hands-on experience with an award-winning cruise and travel brand. With structured learning and support throughout your apprenticeship, you’ll build a portfolio of evidence, develop valuable administrative and customer service skills, and gain a broader understanding of how a busy Guest Experience team operates. This will provide you with a strong foundation for a rewarding career in Guest Experience, Customer Service, Business Administration or the wider travel industry.

You’ll ideally have:

• GCSEs (Grade 4 and above) including Maths and English, or equivalent.
• Excellent written and verbal communication skills.
• Strong organisational and time-management skills.
• A positive, polite and friendly approach.
• Good attention to detail and the ability to maintain accurate records.
• The ability to manage competing priorities and meet deadlines.
• Confidence using Microsoft Office and an interest in learning new systems.
• A calm and professional approach when dealing with challenging situations.
• An understanding of the importance of excellent customer service.
• Creative writing skills and the ability to communicate clearly and effectively.
• A willingness to learn about the travel and cruise industry.

Fred. Olsen Cruise Lines offer a wide range of benefits including Axa Health medical, Life Assurance, enhanced maternity and paternity pay, discounted holidays and cruises, plus retail discounts and cash back incentives through our Boost Benefits scheme.

• Axa Health medical
• Life Assurance
• enhanced maternity and paternity pay
• discounted holidays and cruises
• plus retail discounts and cash back incentives through our Boost Benefits scheme

Attached to this advert you will find a full job description and details of our Company benefits on offer.

Our Values:

We are one team - Working together, supporting each other and recognising that every role plays a part.

We are ambitious - Always looking for opportunities to improve and deliver more for our guests, colleagues and business.

We are curious - Asking questions, seeking new ideas and learning from the world around us.

We are real - Bringing our authentic selves to work and creating genuine connections.

As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees. We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested. If you require any reasonable adjustments as part of your application and interview process, please do not hesitate to let us know.