Guest Resolutions Coordinator

ABOUT US

Norwegian Cruise Line Holdings Ltd is a leading global cruise company which operates the Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises brands. With a combined fleet of 32 ships with nearly 60,000 berths, these brands offer itineraries to more than 700 destinations worldwide. The Company has eight additional ships scheduled for delivery through 2027.

Named by Forbes as “America’s Best Large Employers” in 2023, Norwegian’s passionate team members have offered guests an outstanding award-winning vacation experience. Ranking among the top 75 companies in the overall Large Employer category and among the top 10 companies in the Travel & Leisure sector.

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 Dale Carnegie
• Appreciation Bonus
• 6 weeks- paid sickness
• Discounted Cruise Programme
• 25 days paid holiday + 8 Bank Holidays
• Bus Discounts

ROLE LOCATION AND INFORMATION

This role will be based in our office in Southampton with Mondays and Fridays from home. This is dual branded role working for our Oceania and Regent Seven Seas Brands.

BASIC PURPOSE

The principal function of the Guest Resolutions Co-Ordinator is to take ownership of the end-to-end resolution of all escalated pre, during & post cruise issues ensuring solutions consider the current and future commercial requirements of the organization whilst ensuring the guest and/or trade partner is an ongoing advocate of the brand.

Escalations will include (but not limited to), nonstandard requests, problem bookings and situations where the guest and/or travel agent partner perceives the organization has not delivered to the brands service standards. Escalation inputs on pre-cruise / during / post cruise issues can be (but are not limited to) Cruise Consultants, Personal Cruise Consultants, Trade Partners, Guests, Business Development Managers, Inside Sales Co-Ordinator’s and Brand Vice Presidents.

The Guest Resolutions Co-Ordinator will also be the principal owner of all activities relating to disrupted or cancelled cruises.

In addition, the Guest Resolutions Co-Ordinator will advocate (via participation in the preparation and delivery of formal training material and participation in the 1:1 process) for the creation of an ownership culture within the Contact Centre Environment.

POSITION RESPONSIBILITIES

• Take end to end ownership of escalated issues ensuring that responses are in-line with the relevant company policies, markets consumer laws and industry standards.

• Ensure that there is an appropriate balance between the organizations current and future commercial requirements against maintaining/recovering the guests /trade partners advocacy for the brand.

• Develop and maintain relationships with key internal stakeholders (both onshore and offshore) to ensure escalations that cannot be directly resolved by the Guest Resolutions Co-Ordinator are directed to the most appropriate resource who can resolve/add value to the resolution process.

• Create and maintain accurate, succinct and update case records within the designated case management platform.

• Ensure acknowledgment of ownership is supplied to the applicable stakeholder within the timeline as outlined in the applicable Service Level Agreement document.

• Ensure stakeholders (both internal and external) are updated within agreed timelines with the current case status regardless if resolution has or has not occurred.

• Cancelled and Disrupted Cruises:

• Primary point of contact for head office regarding the disruption/cancellation to itineraries.

• Define and maintain pro-active overarching process templates & documents for varied disruption/cancellation scenarios to enable the agile execution of the applicable scenario.

• Gain approval from the Director of Contact Centres – Asia Pacific to commit the pre-defined Cancellation and Disruption template to the Cancellation and Disruption template library.

• In conjunction with the Operations Co-Ordinator, executive the applicable Disruption/Cancellation scenario plan.

• Create and maintain dynamic reporting to key stakeholders.

• Other:

• Participate in following regular reviews (hosted by the Director – Contact Centres – Asia Pacific) and pro-actively bring to the table (along with other participants) positive and achievable solutions:

o Quality Assurance & Process Improvement forum

o Non-Revenue Contract reduction forum

o Training & Induction Plan forum

o Ongoing Training Plan forum

o Contact Centre Knowledge Base Forum

o Post Disruption/Cancellation execution improvement forum.

• In conjunction with the Training Executive create applicable new hire and existing Team Members training material regarding the continuous improvement cycle of the guest / stakeholder end to end experience.

• In conjunction with the Contact Centre Sales & Service Manager participate in the ongoing 1:1 coaching and development of Team Members regarding the continuous improvement cycle of the guest / stakeholder end to end experience.

• Create and maintain a “closed user group” of shoreside & shipboard escalation points.

• Create and maintain Future Cruise Credits and Shipboard Credits on behalf of the business.

• Create and maintain reporting on the volume and balance of unused Future Cruise Credits.

• In conjunction with key Senior Stakeholders advocate on the guest’s behalf for continuous improvement of corporate policies and processes.

• Assist the Contact Centre in servicing inbound contacts as required.

EDUCATION / EXPERIENCE

• Tertiary degree or equivalent work experience.
• Exposure to service recovery situations in a complex multi stakeholder environment.
• Travel Industry Experience is preferred.

KNOWLEDGE & SKILLS

• Exceptional spoken and written English skills.
• Ability to view issues from a number of viewpoints.
• Ability to bring opposing views across multiple stakeholders to a consensus outcome.
• Ability to simplify complex potentially emotionally charged situations into the core facts and present an expectation of resolution to the applicable stakeholders.
• Ability to address situations with tact, respect and diplomacy.
• Ability to use software including PowerPoint, Word, Excel, Sharepoint, Outlook, Microsoft Teams & Salesforce.

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