Guest Services Advisor
| Posting date: | 27 May 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 15 June 2025 |
| Location: | Ipswich, IP1 5LL |
| Company: | Vacancy Filler |
| Job type: | Permanent |
| Job reference: | MAY20250159 |
Summary
Fred. Olsen Cruise Lines is a family-run business that has been offering exceptional cruise experiences for over 170 years. With a fleet of ships that provide intimate, friendly, and immersive voyages, we are committed to delivering world-class service with a personal touch. Join us and be part of a proud heritage that is all about making lasting memories for our guests.As we continue to grow, we are now strengthening our Guest Services team with a Guest Services Advisor in our Ipswich Head Office. You will be the first point of contact for both internal and external customers, providing accurate information about our cruises, handling both inbound and outbound calls, accurately processing cruise documentation and carrying out a variety of administrative duties.The department plays 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.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).We are passionate about our employees and strive for success across all areas of the business. Training and development is important to us, therefore as the successful candidate you will commence as a Trainee Guest Services Advisor and receive an initial 4-6 weeks of training. During this time, you will work closely with our Training and Development team who will provide full product training covering the systems we use and the Fred Olsen products to help you have all the knowledge you need to achieve the best. Previous experience within the travel industry is not essential, we are keen to hear from candidates from any Administration, Customer Service or call centre background.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 permanent, full-time role, working 35 hours a week, Monday to Friday and 1 in 3 Saturdays. A day off in the week will be rewarded when a Saturday is worked.Fred. Olsen Cruise Lines offer a wide range of benefits including BUPA medical, Life Assurance, enhanced maternity and paternity pay, discounted holidays and cruises, plus retail discounts and cash back incentives through our MyBenefits scheme. Attached to this advert you will find a full job description and details of our Company benefits on offer.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.As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees.