The Guest Services department play a crucial role of being the first point of contact, communicating via telephone, email and pos.....
The Guest Services department play a crucial role of being the first point of contact, communicating via telephone, email and post with our Guests and Travel Agencies. This successful team are also responsible for efficiently processing cruise documentation and handling a variety of vital administrative tasks for our cruise bookings. They are always delivering an outstanding customer service and are proud to demonstrate The Olsen Way and our company values.
As a Guest Services Advisor, you will be the first point of contact for both internal and external customers providing accurate information about our cruises. You will deal with both inbound and outbound calls, accurately process cruise documentation and carry out a variety of administrative duties.
Guest Services are here to assist the fleet and provide all mandatory guest information required to travel, prior to departure. Always striving to give our guests and trade partners the highest level of customer service, putting ourselves in the guest’s shoes. We are the voice of the company and embody the team’s F.R.E.D values; F – Friendly, R – Respectful, E – Enthusiastic & D – Delivering (best version of you and the highest level of customer service).
As the successful candidate, you will be personable with excellent communication skills and a polite telephone manner. You will be highly customer focused and able to meet the company and the roles expectations around delivering exceptional customer service and achieving best results.This position will be based at our Head Office in Ipswich (Fred Olsen House, 42 White House Road, Ipswich, Suffolk, IP1 5LL) This is a full time role, working 35 hours a week Monday - Friday working 1 in 3 Saturday's. A day off in the week will be rewarded when a Saturday is worked.
Attached to this advert you will find a detailed Job Profile and an overview of the staff benefits we offer.
Welcome to The Olsen Way
In recent years, we have seen a new era emerging in cruising.
There is a trend for everything to get bigger and busier, and for a cruise to be seen as an alternative to a large luxury resort, with a limitless flurry of activity.
But this is not for us
We believe there is another way to cruise. A way that is based on five generations of seafaring.
Where cabins are called cabins and ships look like ships.
Where the journey is as important as the destination.
In our world, smaller is better, and we believe in keeping the experience on board uncrowded, warm and civilised - treating passengers as guests, like the family run business we are.
It would be easy to follow the trends and go with the crowds. But we never will.
Because this is our way. The Olsen Way
Our Values:
We are caring - “We trust and care for each other, our guests and our environment”
Always deliver a warm and friendly welcome, Always make time to listen, Look out for each other’s safety, security and well-being, Strive to help protect the environment for future generations.
We are positive - “We live and share a positive attitude”
Motivate each other with positive energy, Always see the opportunities in new ideas, Believe it’s better to learn than never try, Always look for ways to add value and make a difference.
We are real - “We are always ourselves and respect others”
Bring our real selves to work and perform, Respect and embrace all our different personalities and cultures, Have the courage to admit when we are wrong and have the strength to act on it, Have a voice and encourage open, honest communication.
We are a team - “We are more than a team; we are a family”
Share experiences and learn from each other, Adapt, respond and pull together to drive results, Together we recognise and celebrate our achievements.
Fred. Olsen Cruise Lines offer a wide range of benefits including: BUPA medical, Life Assurance, discounted holidays and cruises plus retail discounts and cash back incentives through our MyBenefits scheme.
As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees.
