Princess Cruises Reservations Advisor

Carnival Corporation; England; Hybride; GBP 21 000 - 27 000; Plein temps

Avantages offerts par ce poste

Bonus Scheme

Employee Discounts

Recognition scheme

Office events

Learning and development

Employee networks

Health plan

Discounts portal

Leave entitlement

Résumé du poste

Princess Cruises, part of Carnival Corporation, is seeking a Reservations Advisor to provide exceptional guest service, resolve inquiries, and convert enquiries into bookings. The role involves inbound calls, webchat support, and achieving sales and telephony targets, with a hybrid work setup and two days per week in Southampton.

You will build relationships with guests and travel partners, recommend cruise products, and manage bookings end-to-end with accuracy and care.

Qualifications

• Strong customer service and communication skills.
• Ability to resolve queries and complaints with high-quality outcomes.
• Use product knowledge to identify opportunities to retain guests’ bookings and promote features.

Responsabilités

• Resolve queries via inbound calls using product knowledge.
• Aim for first-call resolution and delivery of the desired outcome.
• Build trust with guests and travel partners, identify itineraries and cruise products to match needs.
• Convert enquiries into bookings by recommending and selling cruise holidays, cabins and packages.
• Manage bookings from enquiry to confirmation with accuracy and attention to detail.
• Deliver outstanding guest satisfaction and memorable experiences.
• Support travel agents and guests via webchat.
• Handle complex requests professionally and own the resolution.

Connaissances

Customer service

Communication

Sales skills

Problem solving

Description du poste

Job Description

We take enormous pride from bringing to life Princess Cruises and as one of our Reservations Advisors, you will demonstrate a passion for our brand when talking to our guests and travel agent partners, providing exceptional customer service, enhancing guest experience, and delivering against sales & telephony targets.

Key Responsibilities Include:

• Using your product knowledge and exceptional customer service skills to resolve queries both pre and post cruise via inbound calls.
• Aiming to provide first-call resolution, delivering the desired outcome for guests and travel agent partners.
• Building trusting relationships with guests and travel agent partners, proactively identifying itineraries and cruise products that best match their needs.
• Converting enquiries into bookings by confidently recommending and selling cruise holidays, cabins, packages, and relevant products.
• Managing cruise bookings from initial enquiry through to confirmation, ensuring accuracy and attention to detail throughout the booking process.
• Delivering outstanding guest satisfaction and creating memorable customer experiences.
• Supporting travel agent and guest queries via webchat.
• Handling complex and special requests with professionalism, demonstrating expert product knowledge and ownership through to resolution.

This role is classified as CUK13 and is available on a full-time, permanent basis. We offer hybrid work with a minimum of two days per week in our Southampton office.

Requirements: What You Need to Succeed
Successful candidates will possess:

• Effective communication skills and be able to offer great customer service, with the desire to go the extra mile for our guests and travel partners
• Be a problem solver with the ability to resolve enquiries and complaints, delivering first call resolution to a high-quality standard.
• Use product knowledge to identify opportunities to retain guests’ bookings by promoting our product features and benefits

We recognise the value in having people with a variety of backgrounds, experience and skills in our business. That means the role requirements here should be seen as a guide, not a checklist.

About You: The Ideal Candidate
You are more than just your CV. You're someone who brings:

• Professionalism – be ready for work, courteous to colleagues and protect customer information
• Positive Attitude
• Team Collaboration
• Adaptability

Reservation Advisor: What you need to know

Interview Process – will include a one way video interview, an online assessment and a face to face interview (Discovery Day) at Carnival House (this will include an Icebreaker, Q&A with a member of the team, a group activity and a 121 interview with competency style questions).

Training: first 5 weeks will be with our training team; Monday to Friday 9am to 17:00 which requires full attendance for the full period.
Average working hours are 35 per week.

You will be required to work shifts on a rostered basis within the opening hours of the Contact Centre (CCO) Monday to Friday 08:00 to 20:00 , Saturday 09:00 to 17:00 and Sunday 10:00 - 16:00, inclusive of weekends and evenings.

You will be required to work 2 Saturdays in 4 and 2 Sundays in 4. Your shifts will be exclusive of breaks for lunch. Your exact shifts, rotations and breaks will be subject to local arrangements with the CCO Resource Planning team.

Why Join Us?

Working within our Contact Centre Operations teams means you’ll be part of a community that values growth, work-life balance, and well-being.

• Bonus Scheme
• 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.

Take the Next Step
Our Hiring teams value giving candidates a great experience, if we receive a high volume of applications that will compromise our ability to offer the service we like to provide, the role could be paused or closed early, we therefore encourage you to apply early to avoid disappointment.

Recruitment Journey
For more information on your recruitment journey, please visit our Candidate Journey Map.

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#Job Functions: Customer Service; Sales;

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About Us

Holidays are one of life's greatest pleasures, and having the chance to relax, escape and explore is a magical thing. There is no hiding that we love cruise, and we believe there is no better holiday than a cruise. In fact, we are The Love Boat.

In addition to offering a premium way to travel and explore the world, Princess Cruises distinguishes itself with its emphasis on personalised service, innovation and delighting millions of guests every year. And this is precisely what our agile and tight knit teams do, onboard and onshore. We share high standards, heartfelt values and ultimately a passion for Princess Cruises.

As part of Carnival Corporation, 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, equality 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.

Now is the time to join our Princess community, and discover why The Love Boat is so loved by so many.