Reservations Advisors

Costa Crociere S.p.A.; Southampton; Sur place; GBP 22 000 - 26 000; Plein temps

Avantages offerts par ce poste

Bonus Scheme

Employee discount cruising + friends &

Health plan

Résumé du poste

Princess Cruises is seeking Reservations Advisors in the UK to provide exceptional customer service to guests and travel partners. You will handle inquiries inbound, resolve issues, and convert conversations into bookings by recommending cruise itineraries and products.

The role requires accurate handling of bookings from enquiry to confirmation, with a focus on first-call resolution and delivering memorable guest experiences.

Qualifications

• Strong customer service skills with a passion for helping guests and travel partners.
• Ability to handle queries via inbound calls and webchat with composure and accuracy.
• Proactive problem solving to convert inquiries into bookings.

Responsabilités

• Resolve queries pre- and post-cruise via inbound calls.
• Aim for first-call resolution while meeting sales & telephony targets.
• Build relationships with guests and travel partners to recommend cruise products.
• Convert enquiries into bookings by recommending cabins, packages and features.
• Manage bookings from enquiry to confirmation with attention to detail.
• Deliver outstanding guest experiences and satisfaction.

Connaissances

Customer service

Team collaboration

Positive attitude

Adaptability

Description du poste

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.,

• 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. 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

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.

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?

• 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., Aida

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