Supv, Guest & Trade Services

Position Summary

The role is to maximize sales turnover by providing immediate assistance, quality service and specialist

knowledge in the administration of bookings made by our Guest & Trade Sales/Service Agents Working

closely with the Team Managers by providing administrative assistance for call flow management, agent

adherence. Acting as first point of escalation for customer/trade enquiries. Ownership of technical hand

overs. Supporting quality and training programmes. To ensure that all enquiries are handled in a

professional manner thereby behaving as an exemplary role model to other staff in attitude,

appearance, and performance. As part of the GTS operational management team this role will require

the individual to work shifts and take responsibility for the Contact center outside of core (9-5 Mon –

Fri) operational hours.

Essential Duties And Responsibilities

• To provide technical / product support to all call center agents via agent assist and agent hand
  
  

over acting in a timely and professional manner which meets the needs of both customer and

agent.

• To ensure that call adherence targets are achieved through actively monitoring real time
  
  

performance to ensure that daily/weekly/monthly service levels are achieved.

• Identify training needs to enhance overall quality of service and sales performances targets are
  
  

achieved.

• Act as first line escalation for all pre-Cruise customer / agents enquires, taking ownership of the
  
  

problems and resolving the issue to a guest/trade partners satisfaction. All enquiries to be

resolved within agreed service levels or guest promised timescales.

• Act as training support for both design/support and delivery as requested by the call center
  
  

training manager.

• To manage all Staff bookings enquiries and amendments, owning the Family/Friends policy and
  
  

ensuring at all times the required processes are adhered to. Support Marketing/PR with the

complimentary booking process

• Assist with projects impacting on GTS which will drive guest satisfaction, new systems,
  
  

developing new processes.

• To provide operational leadership cover outside of core business hours.
  
  

Experience / Knowledge & Skills

• Leadership Skills
• Ability to give direction to ensure agents can resolve problems and take responsibility for their
  
  

bookings.

• Articulate in communication.
• Ability to make decisions under pressure by effective problem-solving skills.
• Administration & Time Management Skills.
• Attention to detail and a sense of pride in accuracy.
• Able to work under pressure.
• Ability to deliver to deadlines and work towards company’s measures.
• A Motivator
• Able to maintain a desire to excel and succeed in self and others through a positive and
  
  

constructive attitude.

• Acts as a role model with a “can do” attitude and with an excellent record of performance,
  
  

sickness, lateness, etc.

• Team-working
• Works co-operatively within all teams.
• Achieves Results
• Clearly understands and achieves their own as well as the company’s goals and objectives.
• Customer Focus
• Anticipates, responds to and seeks to meet the needs of our agents.
• Communication Skills
• Articulate in assisting agents.
• Ability to problem solve effectively.
• Able to liaise and co-ordinate with several cultures and departments.
• Planning and Organizational Skills
• Ability to plan current and future workloads.
• Implementation
• Demonstrates ability to take instruction, and support and communicate it effectively to others
  
  

from a management perspective.

SYSTEM & PROCEDURAL KNOWLEDGE

• Excellent working knowledge of the department
• In-depth product knowledge
• In-depth knowledge of GUI + Cruise Plus booking engines
• In-depth knowledge of our booking conditions and policies