Guest Experience Apprentice: Admin & Guest Care

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 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.