Guest Services Manager

JR United Kingdom; Southampton; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dynamic Guest Services Manager to lead a dedicated team in delivering exceptional service. This role involves managing reservations, supporting inbound business growth, and ensuring operational excellence in a fast-paced environment. With opportunities for professional development and a focus on customer satisfaction, this position is perfect for someone with a passion for travel and a knack for leadership. Join a company that values its employees and offers a range of competitive benefits, including a generous holiday allowance and development opportunities.

Benefits

Free car parking nearby

Pension Scheme

Private Medical

Development Opportunities

Management Incentive Plan

6 weeks paid sickness leave

Discounted Cruise Programme

25 days holiday + 8 Bank Holidays

Local Bus Discounts

Qualifications

• 3+ years management experience in a contact center setting.
• Experience in luxury travel and customer service.

Responsibilities

• Lead the Guest Services team and manage reservations and sales targets.
• Ensure high service standards and resolve customer issues promptly.

Skills

Management experience

Customer service

Sales experience

Interpersonal skills

Organizational skills

Problem-solving

Education

Degree level education

Qualification in Travel & Tourism / Hospitality

Tools

Microsoft Office

Reservations systems

Airline GDS (Sabre)

Job description

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About Oceania Cruises

Oceania Cruises is the world’s leading culinary and destination-focused cruise line. The seven small, luxurious ships carry a maximum of 1,238 guests and feature the finest cuisine at sea and destination-rich itineraries that span the globe.

Expertly curated travel experiences aboard designer-inspired, small ships call on more than 450 marquee and boutique ports across Europe, Alaska, Asia, Africa, Australia, New Zealand, New England-Canada, Bermuda, the Caribbean, the Panama Canal, Tahiti, and the South Pacific, including the epic 180-day Around the World Voyages.

There is also a second 1,200-guest Allura Class ship on order for delivery in 2025. With headquarters in Miami, Oceania Cruises is owned by Norwegian Cruise Line Holdings Ltd., a diversified cruise operator of leading global cruise brands including Norwegian Cruise Line, Oceania Cruises, and Regent Seven Seas Cruises. Being part of NCLH offers our team competitive benefits packages to support health and personal and professional growth.

Benefits

• Free car parking nearby
• Pension Scheme
• Private Medical
• Development Opportunities, partnered with LinkedIn & Dale Carnegie
• Management Incentive Plan
• 6 weeks paid sickness leave
• Discounted Cruise Programme
• 25 days holiday + 8 Bank Holidays
• Local Bus Discounts

Role Location

This role will be based in our Southampton office, with Mondays and Fridays working from home.

Basic Purpose

The Guest Services Manager will lead and manage all aspects of the Guest Services department for the UK / DACH / CEMEA regions, including reservations, visa and documentation processing, and review of cancellations and refunds.

Responsible for monitoring, managing, and motivating the EMEA Direct Inbound teams to meet targets, maintain company standards for sales and guest satisfaction, and ensure operational deadlines and quality standards are met, delivering exceptional customer service.

Collaborate closely with the Guest Services Director and Supervisor to ensure high service standards for our luxury clients. Provide support to other departments and assist with HR, IT, and reservation procedures as needed.

Position Responsibilities

• Lead and manage the Guest Services team responsible for reservations, sales targets, and service standards.
• Support growth of inbound direct business and lead capture.
• Ensure service delivery within standards considering internal and external influences.
• Identify and implement departmental efficiencies.
• Respond promptly to requests and resolve issues for Trade and direct reservations.
• Plan support and coverage for the EMEA teams, including rota and holidays.
• Manage call systems and review booking quality.
• Implement local policies and procedures, and liaise with international offices for system updates.
• Support in emergencies and ensure clear communication.
• Develop training programs for team members on product, policies, and promotions.
• Build relationships with all direct guests and maximize sales opportunities.
• Manage reports, monitor performance, and ensure KPIs and SLAs are met.
• Approve discounts and vouchers, and update staff on new products and policies.
• Conduct staff appraisals and manage staffing hours for payroll.
• Provide feedback and identify opportunities for improvement.
• Participate in events and maintain professionalism at all times.

Education

• Degree level education.
• Desirable: qualification in Travel & Tourism / Hospitality.
• Second language (preferably French, German, Spanish) advantageous but not mandatory.

Experience

• Minimum 3+ years management experience, ideally in a contact center.
• At least 2-3 years’ experience in luxury travel.
• Sales and supervisory experience in customer service or reservations.
• Experience in managing people in a sales environment.
• Second language preferred but not essential.

Skills and Competencies

• Proficiency with Microsoft Office.
• Reservations systems, airline GDS, Sabre experience is a plus.
• Knowledge of ABTA/ATOL and travel regulations.
• Strong industry and geographical knowledge.
• Leadership, energy, initiative, and organizational skills.
• Excellent interpersonal, coaching, and motivational skills.
• Customer-focused with a results-driven attitude.
• Ability to work under pressure, flexible, and solution-oriented.
• Professional appearance and willingness to work outside regular hours, including travel, weekends, and evenings.

**Note: If you do not hear back within 10 working days, your application was unsuccessful.**