Job Description

No one knows cruising like Holland America Line and Seabourn. We deliver holiday happiness for millions of people each year and that’s a responsibility we take seriously.

From formal qualifications to the life lessons of worldwide travel, we offer our people a broad range of personal and professional development opportunities and this journey can begin as a Reservations Concierge within our Contact Centre.

Key Responsibilities Include:

• Accountable for booking cruises for our guests via email and telephone, ensuring exceptional service delivery

• Using your product knowledge and exceptional customer service skills to resolve queries both pre and post cruise via inbound calls. 

• Aim to provide a first call resolution to deliver the desired outcome. 

• Build trusting relationships with our guests and travel agent partners, proactively identifying itineraries and cruise products that match their needs. 

• Delivering guest satisfaction and a memorable experience 
  

This role is classified as CUK13and is available on a full-time permanent basis. We offer hybrid work with a minimum of two days per week (Wednesday and Thursday) 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

• Team Collaboration

• Adaptability

• Clear and concise communication, both written & verbal

• Planning skills to organise and prioritise work

• PC Literate

Reservation Concierge: What you need to know

Interview Process:You will be asked to complete an online assessments and then attend an online interview 

Start date:To be confirmed,  we may also talent pool for future start dates

Training: first 3 weeks will be with our training team; Monday to Friday 09:00 to 17:30, with week 1 Monday to Thursday on site, the remainder of training will be delivered in both in person and online.

Average working hours are 37.5 per week. 

You will be required to 5 days work within the opening hours of the Contact Centre: Monday to Friday 09:00 to 17:30 and Saturday 08:00 to 16:00.You will be required to work in the office on Wednesday and Thursday each week.

You will be required to work 1 Saturdays in 4 and will then receive a day off in the week when you work on a Saturday.Your shifts will be exclusive of breaks for lunch. Your exact shifts, rotations and breaks will be subject to local arrangement. 

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. 

• 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.

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