Guest Relations Manager, Cruise, Onboard, Fixed Term

Employed by Crew People International Ltd (CPIL) working on board Thomson Cruises the on As a senior officer onboard you will put customers at the heart of our business and constantly ‘go the extra smile’ by creating unforgettable holiday experiences that make TUI famous for service and create customers for life. You will lead and coordinate the reception team, helping to deliver a culture where with their personalities, professionalism and personalised service, your team will bring the magic of holidays alive for our customers. You will be the main contact for resolving customer problems and you will be confident to investigate and resolve every query or complaint on the spot. You will act as support to, and in the absence of, the Hotel Manager work with Senior Personnel to decide on operational decisions affecting the operation and service.

What you will be doing

You will oversee the day to day running of the reception of the ship taking responsibility for cabin allocation control, daily Cruise News preparation and for all customer issues including social and welfare, lost & damaged property, & the embarkation and disembarkation process. You will be accountable within reception for monitoring performance, identifying and remedying areas of underperformance along with the leadership, training & development and engagement of your team.You will handle and resolve all escalated queries and complaints, including those requiring a co-ordinated response from other departments on board. You will work closely with Senior Personnel and other key partners, communicating service issues and mutually agreeing compensation and subsequent recovery as required. You will be responsible for ensuring that customers are in receipt of all relevant documentation before departure in order to reduce contacts into the UK. You will also be responsible for ensuring that head office departments receive all necessary reports in a timely manner.Assisting the Hotel Manager you will work with Senior Personnel on board to agree all operational decisions including timings, delays, itinerary changes, security and disciplinary issues affecting the operation, financial or local authority issues that may affect the operation and service issues. You will supervise the performance of the Senior Receptionist and Social Welfare to maintain standards and services of reception and customer welfare, and, you will work closely with the Chief Purser in all matters relating to customer accounts and queries.You will understand the overall onboard revenue function and support key partners in achieving set revenue targets.You will assist with the coordination and control of cost effective order cycles and associated storage for both branded and non-branded stationary and products.

What we are looking for

• A cruise operational expert with the capability to lead a team and be involved in engaging communications across a multi-cultural organisation
• Proven experience of managing teams in a hospitality/travel management background identifying under performance, training, coaching & development
• A customer driven and positive individual with a passion for delivering outstanding customer service
• Intuitive problem solving skills with the ability to think on feet and find creative and innovative solutions
• Highly efficient with an ability to juggle priorities yet deliver with attention to detail
• Proven experience of business improvement with confidence to challenge current processes as required
• Good business acumen with demonstrative ability to identify cost savings and profit opportunities
• The highest personal standards and pride in attitudes and behaviours displayed
• Must meet all physical requirements, including the ability to participate in emergency life-saving drills and required training.

Working within TUI group

TUI Group is the world’s number one integrated tourism group. Covering the entire touristic value chain under one roof we employ 76,000 people in over 100 countries and offer 20 million customers comprehensive services in around 180 destinations worldwide. Help make our customers smile and in return you will receive a competitive salary, pension scheme and further benefits such as generous holiday discounts, great rates with foreign exchange and discounts with retailers.

How to apply

Please click on the link below, the application process consists of answering a few questions and uploading your CV. Please note should you be successful for this role your employment company will be Crew People International Ltd (CPIL), this role is working on board Thomson Cruises