1,097 The Ritz Carlton jobs in the United Kingdom

About the Role

We’re looking for a passionate leader to join us as our Guest Services Manager. The Guest Services Manager will lead our Guest Services & Day Visits Team to deliver an exceptional guest experience to all guests visiting the resort. 

The Guest Services team are the main point of contact for any questions, issues or concerns experienced by guests during their break. This can range from questions about accommodation and activities, problem resolution, accessibility requests and much more. You’ll be part of a big team of people who are responsible for providing our guests with an altogether more fun and entertaining holiday.

For this role, you should have an excellent level of experience in a previous guest services or customer facing role with current experience in problem resolution and/or complaint handling.

You should hold an empathetic and understanding approach in your communication approach with previous experience in leading teams in fast paced guest-facing environments and with the ability to effectively lead, coach and motivate team, even in times of high demand. 

This role is for someone with excellent communication skills and the ability to adapt communication styles for the right situation along with able to manage multiple priorities and adapt quickly to changing requirements.

 You should enjoy developing people and be passionate about delivering exceptional experiences to guests by nurturing, training and coaching the team in a fun-filled environment. The Guest Services team are the main point of contact for any questions, issues or concerns experienced by guests during their break. This can range from questions about accommodation and activities, complaints, accessibility requests and more. 

 Driving sales by working with Hemel support marketing and retail resort leaders to drive spend and ensuring that day visit booking presales are communicated effectively to support with resort demand rostering.

 You will drive standards and have the ability to lead the team to excellence, incorporating all brand standards and Butlin’s way of working. You’ll have the ability to drive consistent brand standards whilst being guest obsessed and operating efficiently in everything you do.

You should have a real passion for leading by example and inspiring others to deliver experiences that truly delight our guests. You should be an advocate for your team’s fulfilment at work, ensuring that you are having regular 121's and annual review discussions to support their development and career with Butlin’s.

 You will also liaise very closely with the wider Guest Services & Accommodation Team to manage any issues proactively that arise to ensure we can try and improve the experience for the guest.

As with all roles at Butlin’s, no day will be the same and you will need to enjoy thinking on your feet, getting stuck in, and ensuring that our guest experience is always your number one priority. 

Typical working hours cover 40 hours per week with a wide variety of shifts between 8am - 10pm, with the opportunity of DRM shifts until 12:00am on a roster basis.

 The shift patterns also ensure departmental leadership coverage across the wider Accommodation & Guest Services department also.

At Butlin’s, we’re all about fun, excitement, and adventure by the bucketload! For over 80 years we’ve been delighting hundreds of thousands of guests each year, whether on a non-stop action family break or our epic Adult only Big Weekenders.

Ask any of our team, past and present, and one of the best things they’ll say about working at Butlin’s is our culture! We’re all about providing our guests with an Altogether More Entertaining and Fun Break, brought to life through our three mighty values.
So, if you want a role where you Create Smiles, where you aren’t afraid to Get Stuck In and where the team genuinely Cares For Each Other – this could be the perfect fit for you.

There has never been a more exciting time to join Butlin’s!

Description

About the Role

We’re looking for a passionate leader to join us as our Guest Services Manager. The Guest Services Manager will lead our Guest Services & Day Visits Team to deliver an exceptional guest experience to all guests visiting the resort. 

The Guest Services team are the main point of contact for any questions, issues or concerns experienced by guests during their break. This can range from questions about accommodation and activities, problem resolution, accessibility requests and much more. You’ll be part of a big team of people who are responsible for providing our guests with an altogether more fun and entertaining holiday.

For this role, you should have an excellent level of experience in a previous guest services or customer facing role with current experience in problem resolution and/or complaint handling.

You should hold an empathetic and understanding approach in your communication approach with previous experience in leading teams in fast paced guest-facing environments and with the ability to effectively lead, coach and motivate team, even in times of high demand. 

This role is for someone with excellent communication skills and the ability to adapt communication styles for the right situation along with able to manage multiple priorities and adapt quickly to changing requirements.

 You should enjoy developing people and be passionate about delivering exceptional experiences to guests by nurturing, training and coaching the team in a fun-filled environment. The Guest Services team are the main point of contact for any questions, issues or concerns experienced by guests during their break. This can range from questions about accommodation and activities, complaints, accessibility requests and more. 

 Driving sales by working with Hemel support marketing and retail resort leaders to drive spend and ensuring that day visit booking presales are communicated effectively to support with resort demand rostering.

 You will drive standards and have the ability to lead the team to excellence, incorporating all brand standards and Butlin’s way of working. You’ll have the ability to drive consistent brand standards whilst being guest obsessed and operating efficiently in everything you do.

You should have a real passion for leading by example and inspiring others to deliver experiences that truly delight our guests. You should be an advocate for your team’s fulfilment at work, ensuring that you are having regular 121's and annual review discussions to support their development and career with Butlin’s.

 You will also liaise very closely with the wider Guest Services & Accommodation Team to manage any issues proactively that arise to ensure we can try and improve the experience for the guest.

As with all roles at Butlin’s, no day will be the same and you will need to enjoy thinking on your feet, getting stuck in, and ensuring that our guest experience is always your number one priority. 

Typical working hours cover 40 hours per week with a wide variety of shifts between 8am - 10pm, with the opportunity of DRM shifts until 12:00am on a roster basis.

 The shift patterns also ensure departmental leadership coverage across the wider Accommodation & Guest Services department also.

At Butlin’s, we’re all about fun, excitement, and adventure by the bucketload! For over 80 years we’ve been delighting hundreds of thousands of guests each year, whether on a non-stop action family break or our epic Adult only Big Weekenders.

Ask any of our team, past and present, and one of the best things they’ll say about working at Butlin’s is our culture! We’re all about providing our guests with an Altogether More Entertaining and Fun Break, brought to life through our three mighty values.
So, if you want a role where you Create Smiles, where you aren’t afraid to Get Stuck In and where the team genuinely Cares For Each Other – this could be the perfect fit for you.

There has never been a more exciting time to join Butlin’s!

ABOUT US

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 the 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 in addition to 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 which include Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises. By being part of NCLH, our competitive benefits packages offer you and your family the opportunity to stay healthy and thrive both personally and professionally.

BENEFITS

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

ROLE LOCATION

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

BASIC PURPOSE

The Guest Services Manager will be responsible for leading and efficiently running of all aspects of Guest Services department for the UK / DACH / CEMEA regions, including but not limited to making new and servicing existing reservations; accuracy of visa and documentation delivery; review of cancelled bookings and sign off of relevant refunds.

Responsible for monitoring, managing, and motivating the EMEA Direct Inbound teams, ensuring all the team’s targets are reached, while maintaining company standards as it relates to both sales conversion and direct guest satisfaction and department’s expectations, ensuring operational deadlines and quality targets are adhered to and agreed service standards are maintained, through the delivery of exceptional customer service.

Working closely with the Guest Services Director and Guest Services Supervisor to ensure that the team are delivering the highest standard of service to our luxury client base. In addition, offering vital support to the Guest Services Director and supporting the management team and all other departments as and when required with HR, IT and reservation procedures and escalations.

POSITION RESPONSIBILITIES

• Lead and manage a Guest Services team responsible for all aspects relating to guests’ reservations To provide assertive and clear management that will inspire and motivate team members to work together to achieve sales targets and service standards.

• Support Guest Services Director in maximizing growth of inbound direct business, ensuring appropriate & relevant lead capture.

• Manage continuity within the team considering all internal and external influences on performance to ensure that Customer Service is always delivered within agreed service standards.

• Identify and implement department efficiencies.

• Offer daily support, providing a fast and efficient response to all requests for information and to the resolving of issues for both Trade and direct reservations.

• Plan and implement enhanced support and cover to the EMEA GS / Special Services & Inbound teams (including Rota & Holidays).

• Manage the call management system.

• Regular review of quotes and booking process for quality assurance.

• Responsible for all GS policy and process changes locally (communication / training and roll out).

• Act as Liaison with international offices for system updates (testing and providing feedback) to ensure compliance.

• Provide support in emergency situations as they occur in a calm and organized manner and ensuring that communication to all stakeholders is frequent and up to date.

• Develop & Plan training and coaching to team members to ensure brand, product, policy and process and promotion knowledge is updated regularly.

• You will build and maintain relationships with all Direct Guests.

• To proactively secure bookings and to maximize all sales opportunities and work with team leaders to empower and motivate to build a selling and service philosophy.

• Manage & prepare reports for sign of by Director (including payroll, incentive, Commission and Ad hoc).

• Ensure call monitoring programme is adhered to and monitor daily, weekly, and monthly performance results to ensure that all policies, metrics, procedures and schedules are being maintained (Including call and email review / Monitoring).

• Maintaining a good working relationship with other team members, guiding, advising, and helping others where appropriate to enhance service levels.

• Drive improvements in overall Sales and service levels, analyze responses and phone calls provide coaching and feedback to strive for Closures at first contact.

• Provide performance, call & email statistics for Management.

• Establishing and setting department KPI’s & SLA's together with the Guest Services Director for team members tasks and effectively manage and motivate staff to achieve. identify needs/coach/educate/evaluate).

• Manage and measure individual and team productivity with a goal to be number one in the Cruise Industry Ensure Team meet the standard service levels and the Key Performance Indicators.

• Approve and apply all Escalated discounts / vouchers and manual adjustments.

• Ensure existing staff are kept updated on new products, policies & procedures etc., through delivery of briefings and update sessions.

• Conducting monthly one to ones and annual appraisals of staff to ensure team development.

• Responsible for maintaining thorough knowledge of OCI product, policies, and procedures for the department.

• Manage staffing hours for payroll purposes and prepare overtime sheet for payroll & sign off by Director.

• To assist other departments within our UK and US offices as well as our Ships, including Accounts, Air Operations, Guest Relations, Sales Team, HR, Revenue Management, Pre/Post hotels in relation to booking escalations.

• Provide leadership team with regular feedback and identify trends and opportunities for improvement where necessary.

• Point of escalation for Supervisor, for calls from agents and guests, liaising with relevant departments to ensure efficient resolve.

• Participate, and assist where required in consumer events, exhibitions, and ship visits.

• Consistently maintain high levels of professionalism that reflects a positive image of the product and the brand.

• Other responsibilities as assigned by Director of guest Services or senior management.

EDUCATION

• Degree level educated.
• Recognized qualification in Travel & Tourism / Hospitality (desirable)
• Second language (ideally French, German, Spanish) not mandatory but advantageous

EXPERIENCE

• Minimum 3+ years Management experience ideally within a contact center
• Ideally at least 2-3 years’ Travel Experience within a luxury brand
• Sales experience in a Sales / customer service / Reservations supervisory role with knowledge of consumer sales and lead management
• People supervision within a sales environment.
• Second language preferable but not essential.

COMPETENCIES / SKILLS

• Computer literate: proficiency with Microsoft office suite
• Reservations System, Airline GDS, Sabre an advantage but not essential
• Salesforce proficiency preferable
• Knowledge of ABTA/ATOL and Package Travel Regulations
• Strong Travel industry and general geographical knowledge
• Strong Leadership skills, high on energy and Initiative
• Excellent Organizational and problem-solving skills with attention to detail
• Multi-task oriented with Excellent Time management skills and a strong drive to deliver.
• Strong Interpersonal skill with the ability to interact with all levels of the organization and client base in a professional, diplomatic, and tactful manner when providing both positive and negative feedback.
• A strong team player who can motivate and guide a team using their own initiative.
• Ability to coach and drive a team with skills in providing both positive and negative feedback.
• Strong customer focus, both internally and externally.
• Self-driven, results orientated with a positive dynamic approach, and able to perform under pressure and remain Positive and determined.
• Ability to function in a fast paced, results oriented environment with a high degree of flexibility whilst demonstrating a sense of urgency.
• An innovate, self-starter who can think in terms of solution, and who has the ability to identify operational issues and trouble shoot.
• Flexibility to work additional hours outside of our regular business hours when required, including traveling and weekends and evenings.
• Must always project a professional appearance as it may be necessary to meet with guest face to face.

**If you do not hear back from us within 10 working days of sending us your application, it means that unfortunately on this occasion, you have been unsuccessful**

Are you warm, professional, and thrive in a role where no two days are the same? We are looking for a friendly and capable
Guest Services Assistant
to join our welcoming front-of-house team at
The Horder Centre, Crowborough
.

In this dynamic part-time role, you'll be the first point of contact for our patients and visitors, ensuring they receive a 5-star experience. From handling switchboard enquiries to checking in patients and coordinating with clinical teams, you'll play a central part in delivering exceptional service and supporting smooth patient journeys.

We are looking for someone who can confidently provide weekday cover across our full range of reception opening hours which are listed below. We value team members who can step in at short notice when needed.

Monday to Friday: 7am–7pm

Saturday: 7am–6pm

Sunday: 9am–5pm

About you:

• Passionate about delivering outstanding customer service.
• Skilled in handling telephone and face-to-face interactions with professionalism and empathy.
• Proficient in using IT systems and confident learning new technologies.
• Organised, reliable, and able to manage a variety of tasks with attention to detail.
• A great communicator who thrives in a team-focused environment.
• Aligned with our core values: Caring, Friendly, Quality, Integrity, and Pride.

Location:
The Horder Centre, Crowborough

Contract Type:
Part – Time, 22.5 hours per week (3 days per week)

Shift Pattern:
7.5 hours with a 30-minute lunch break

Salary Pro-Rata:
Between £14,320.80 to £4,671.80 per annum

Should you be interested, we also have a
zero-hour bank contract
available for this role with an
hourly rate
being weekend enhancements.

To ensure this role is the right fit for you, we strongly encourage you to include a cover letter with your application—especially if your CV doesn't fully reflect the key requirements outlined in the role brief. Your cover letter is a great opportunity to highlight how your experience aligns with the role and to share what you're looking for in your next career move and advise if you're interested in the permanent or bank role. This helps us better understand your motivations and streamlines the shortlisting process. Please send your Cover Letter to

Right to work in the UK
In accordance with Home Office guidance, successful candidates will be required to evidence their right to work in the UK before commencing employment. We have assessed this role, and it does not meet the criteria for sponsorship under the Skilled Worker route. As such,
we will not be accepting any visa sponsorships for this role
, and candidates must be able to demonstrate their right to work in the UK independently, without sponsorship from Horder Healthcare.
At Horder Healthcare, we are proud to champion and celebrate diversity, equity, inclusion and belonging in all areas of our business. We are committed to creating an environment of mutual respect where equal employment opportunities are available to all applicants without regard to protected characteristics by applicable law.
As a disability confident employer, we are pleased to offer our full support should you require an alternative method of applying or any reasonable adjustments to be made during the recruitment process.
In order to streamline our recruitment process, we reserve the right to expire vacancies prior to the advertised closing date once we have received a sufficient number of applications.
Due to the nature of work here at Horder Healthcare, and to ensure that we remain committed to our Safeguarding policy, any applicant upon an initial offer of employment will be subject to pre-employment checks, including an Enhanced Disclosure and Barring Service (DBS check). References and Occupational Health checks will also be taken up before appointment.

The Langham, London; Europe's first Grand Hotel is currently recruiting for Guest Services Manager to join our talented Guest Services team. We're an equal opportunities employer, and we welcome and value applications from all communities.

ABOUT THE ROLE

In the role of Guest Services Manager, your key focus will be to:

• oversee the day-to-day operation of the Guest Services department
• oversee the preparation and delivery of all VIP welcome cards and VIP amenities
• solve guest issues, complaints or requests when brought to the attention and escalated accordingly
• lead the guest services team; performance manage, develop, help and ensure they have everything they need
• demonstrate expertise in the functionality of Shiji PMS and ensure all guest profiles are up to date
• maintain close communication within the department and with other hotel departments
• attend meetings with other departments or within Rooms Division as required

ABOUT YOU

• previous experience of working as a Guest Services Manager or an Assistant Manager is essential
• excellent customer service skills and a real understanding of 5* luxury environment service requirements
• excellent communication skills, in English language, both written and verbal
• knowledge of one other language (advantageous)
• immaculate personal presentation
• previous experience of managing and leading small to medium sized teams is essential
• hands-on, pro-active approach; taking personal responsibility and initiative to prevent or resolve problems

YOUR BENEFITS

Financial Wellbeing

• Discretionary Service Charge
• 28 days of holiday (inclusive of Bank Holidays) with the opportunity to increase to up to 33 days off based on Length of Service
• Access to Wagestream – a salary advance benefit
• Complimentary accommodation at all the Langham Hotels & Resorts, Cordis Hotels & Resorts, Eaton Workshop and affiliated hotels
• Discounted accommodation at The Langham, London for you and your family
• Discounts for you, your friends and family in our Food and Beverage outlets and on Spa treatments
• Up to £750 Recommend a Friend referral bonus
• Seasonal Travelcard loan
• Health Cash Plan (the hotel pays for Level 1 cover)
• Company pension plan
• Life insurance
• Discounts in various high street and online shops

Mental Wellbeing

• Colleague recognition system - being recognised and rewarded for positive guest comments or when you showcase one of our company values
• Learning and Development opportunities, including paid and unpaid cross-departmental training, empowering you to progress in your career
• 2 staff parties per year and several colleague social and community events
• Access to the Employee Assistance Programme by Hospitality Action (24/7)
• Access to Qualified Mental Health First Aiders on site
• Most Valued Colleague of the Month and Year Awards
• Long Service Awards

Physical Wellbeing

• Free meals on

• Leading, training, and motivating the front desk team to deliver exceptional service standards.
• Overseeing daily front office operations, including check-in/check-out, reservations, and guest inquiries.
• Ensuring all guest requests and complaints are handled promptly, efficiently, and courteously.
• Implementing and maintaining service standards to enhance the overall guest experience.
• Managing room inventory, rates, and availability in coordination with the sales and reservations departments.
• Developing and executing strategies to maximize guest satisfaction and loyalty.
• Conducting regular team meetings, performance reviews, and training sessions for front desk staff.
• Liaising with other departments (e.g., Housekeeping, Food & Beverage, Maintenance) to ensure seamless guest experiences.
• Monitoring online reviews and guest feedback, implementing action plans for improvement.
• Managing the front desk budget and controlling expenses.
• Ensuring adherence to all hotel policies, procedures, and health and safety regulations.
• Assisting with concierge services, local area information, and guest activity recommendations.
• Handling emergency situations and resolving guest issues effectively.

• A minimum of 3-5 years of experience in a supervisory or management role within hotel front office or guest services.
• Proven leadership and team management skills.
• Excellent communication, interpersonal, and customer service skills.
• Proficiency in hotel management software (PMS systems) and reservation systems.
• Strong problem-solving abilities and the capacity to remain calm under pressure.
• A passion for hospitality and a commitment to guest satisfaction.
• Knowledge of local attractions and amenities is beneficial.
• Flexibility to work shifts, including evenings, weekends, and holidays.
• A professional appearance and demeanour.

• Lead, train, and motivate the Guest Services team to provide exceptional customer service.
• Oversee daily operations of the front desk, including check-in/check-out, reservations, and billing.
• Ensure all guest requests and inquiries are handled efficiently and courteously.
• Implement and maintain service standards to enhance the guest experience.
• Manage guest feedback, address complaints, and resolve issues to ensure guest satisfaction.
• Develop and maintain strong relationships with guests, aiming for repeat business and positive reviews.
• Coordinate with other departments (housekeeping, F&B, maintenance) to ensure smooth guest stays.
• Monitor staffing levels and create effective work schedules.
• Assist in the recruitment, selection, and onboarding of new team members.
• Contribute to the development of departmental budgets and manage expenses.

• Proven experience in a supervisory or management role within the hospitality industry (hotels, resorts, cruise lines).
• Strong understanding of hotel operations, front desk procedures, and guest relations management.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in property management systems (PMS) and reservation software.
• Ability to remain calm and professional under pressure.
• Strong problem-solving skills and the ability to make sound decisions.
• A passion for customer service and creating memorable experiences.
• Flexible working hours, including evenings, weekends, and holidays.
• Relevant diploma or degree in Hospitality Management or a related field is preferred.
• Fluency in English; additional languages are a plus.

ABOUT US

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 the 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 in addition to 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 which include Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises. By being part of NCLH, our competitive benefits packages offer you and your family the opportunity to stay healthy and thrive both personally and professionally.

BENEFITS

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

ROLE LOCATION

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

BASIC PURPOSE

The Guest Services Manager will be responsible for leading and efficiently running of all aspects of Guest Services department for the UK / DACH / CEMEA regions, including but not limited to making new and servicing existing reservations; accuracy of visa and documentation delivery; review of cancelled bookings and sign off of relevant refunds.

Responsible for monitoring, managing, and motivating the EMEA Direct Inbound teams, ensuring all the team’s targets are reached, while maintaining company standards as it relates to both sales conversion and direct guest satisfaction and department’s expectations, ensuring operational deadlines and quality targets are adhered to and agreed service standards are maintained, through the delivery of exceptional customer service.

Working closely with the Guest Services Director and Guest Services Supervisor to ensure that the team are delivering the highest standard of service to our luxury client base. In addition, offering vital support to the Guest Services Director and supporting the management team and all other departments as and when required with HR, IT and reservation procedures and escalations.

POSITION RESPONSIBILITIES

• Lead and manage a Guest Services team responsible for all aspects relating to guests’ reservations To provide assertive and clear management that will inspire and motivate team members to work together to achieve sales targets and service standards.

• Support Guest Services Director in maximizing growth of inbound direct business, ensuring appropriate & relevant lead capture.

• Manage continuity within the team considering all internal and external influences on performance to ensure that Customer Service is always delivered within agreed service standards.

• Identify and implement department efficiencies.

• Offer daily support, providing a fast and efficient response to all requests for information and to the resolving of issues for both Trade and direct reservations.

• Plan and implement enhanced support and cover to the EMEA GS / Special Services & Inbound teams (including Rota & Holidays).

• Manage the call management system.

• Regular review of quotes and booking process for quality assurance.

• Responsible for all GS policy and process changes locally (communication / training and roll out).

• Act as Liaison with international offices for system updates (testing and providing feedback) to ensure compliance.

• Provide support in emergency situations as they occur in a calm and organized manner and ensuring that communication to all stakeholders is frequent and up to date.

• Develop & Plan training and coaching to team members to ensure brand, product, policy and process and promotion knowledge is updated regularly.

• You will build and maintain relationships with all Direct Guests.

• To proactively secure bookings and to maximize all sales opportunities and work with team leaders to empower and motivate to build a selling and service philosophy.

• Manage & prepare reports for sign of by Director (including payroll, incentive, Commission and Ad hoc).

• Ensure call monitoring programme is adhered to and monitor daily, weekly, and monthly performance results to ensure that all policies, metrics, procedures and schedules are being maintained (Including call and email review / Monitoring).

• Maintaining a good working relationship with other team members, guiding, advising, and helping others where appropriate to enhance service levels.

• Drive improvements in overall Sales and service levels, analyze responses and phone calls provide coaching and feedback to strive for Closures at first contact.

• Provide performance, call & email statistics for Management.

• Establishing and setting department KPI’s & SLA's together with the Guest Services Director for team members tasks and effectively manage and motivate staff to achieve. identify needs/coach/educate/evaluate).

• Manage and measure individual and team productivity with a goal to be number one in the Cruise Industry Ensure Team meet the standard service levels and the Key Performance Indicators.

• Approve and apply all Escalated discounts / vouchers and manual adjustments.

• Ensure existing staff are kept updated on new products, policies & procedures etc., through delivery of briefings and update sessions.

• Conducting monthly one to ones and annual appraisals of staff to ensure team development.

• Responsible for maintaining thorough knowledge of OCI product, policies, and procedures for the department.

• Manage staffing hours for payroll purposes and prepare overtime sheet for payroll & sign off by Director.

• To assist other departments within our UK and US offices as well as our Ships, including Accounts, Air Operations, Guest Relations, Sales Team, HR, Revenue Management, Pre/Post hotels in relation to booking escalations.

• Provide leadership team with regular feedback and identify trends and opportunities for improvement where necessary.

• Point of escalation for Supervisor, for calls from agents and guests, liaising with relevant departments to ensure efficient resolve.

• Participate, and assist where required in consumer events, exhibitions, and ship visits.

• Consistently maintain high levels of professionalism that reflects a positive image of the product and the brand.

• Other responsibilities as assigned by Director of guest Services or senior management.

EDUCATION

• Degree level educated.
• Recognized qualification in Travel & Tourism / Hospitality (desirable)
• Second language (ideally French, German, Spanish) not mandatory but advantageous

EXPERIENCE

• Minimum 3+ years Management experience ideally within a contact center
• Ideally at least 2-3 years’ Travel Experience within a luxury brand
• Sales experience in a Sales / customer service / Reservations supervisory role with knowledge of consumer sales and lead management
• People supervision within a sales environment.
• Second language preferable but not essential.

COMPETENCIES / SKILLS

• Computer literate: proficiency with Microsoft office suite
• Reservations System, Airline GDS, Sabre an advantage but not essential
• Salesforce proficiency preferable
• Knowledge of ABTA/ATOL and Package Travel Regulations
• Strong Travel industry and general geographical knowledge
• Strong Leadership skills, high on energy and Initiative
• Excellent Organizational and problem-solving skills with attention to detail
• Multi-task oriented with Excellent Time management skills and a strong drive to deliver.
• Strong Interpersonal skill with the ability to interact with all levels of the organization and client base in a professional, diplomatic, and tactful manner when providing both positive and negative feedback.
• A strong team player who can motivate and guide a team using their own initiative.
• Ability to coach and drive a team with skills in providing both positive and negative feedback.
• Strong customer focus, both internally and externally.
• Self-driven, results orientated with a positive dynamic approach, and able to perform under pressure and remain Positive and determined.
• Ability to function in a fast paced, results oriented environment with a high degree of flexibility whilst demonstrating a sense of urgency.
• An innovate, self-starter who can think in terms of solution, and who has the ability to identify operational issues and trouble shoot.
• Flexibility to work additional hours outside of our regular business hours when required, including traveling and weekends and evenings.
• Must always project a professional appearance as it may be necessary to meet with guest face to face.

**If you do not hear back from us within 10 working days of sending us your application, it means that unfortunately on this occasion, you have been unsuccessful**