Cruise Guest Advisor

Salary £26,225.50 per annum plus uncapped commission

37.5 hours per week (to include 1 in 3 Saturdays)

Folkestone Hybrid

We are expanding our talented team of Guest Advisors who play a vital role in helping our guests plan and book unforgettable luxury travel experiences across both our Ocean and River Cruise itineraries. From breathtaking destinations to exceptional onboard experiences, you’ll help our guests find the perfect holiday tailored to them.

If you are passionate about delivering outstanding customer service, love talking about travel and enjoy helping people discover new experiences, this could be the perfect opportunity for you.

Your first few weeks will be focused on setting you up for success — learning our booking systems, getting to know our guests and becoming an expert across our exciting range of Ocean or River Cruise packages, with plenty of support along the way.

So, if you are ready to come aboard and start an exciting career in the world of cruising, read on to discover what a typical day as a Cruise Guest Advisor looks like.

Start Dates available: Monday 6th July and 3rd August

The hours for this role cover the opening hours of 9am-6pm Monday to Friday and the requirement to work 1 Saturday in 3 with the hours of 9am-5pm.

This role requires you to be working from our Folkestone office a minimum of 3 times a week. We have a designated Contact Centre floor for colleagues in our Travel business, allowing us to collaborate and share success as a function.

Role Responsibility
We take our guests all over the world, ensuring they have exceptional experiences. The starting point of their journey begins with you and our team of Guest Advisors.

In this team, you will be taking mostly inbound calls; bookings and general enquiries that could lead to future bookings, amendments, and service calls relating to all things Cruise!

Your main responsibilities will be:

• Managing the calls into the contact centre from our guests in a timely and professional manner

• Ensuring a tailored and personable approach for every call. Offering assistance, advice, guidance and always working with patience

• Fully managing the nature of the call, ensuring all actions are made such as general guest service or advice, sales calls, handling complaints and providing timely updates to the guests such as itinerary changes

• Engaging in conversation to help provide recommendations and expertise.

• Fully prioritising a guest-first approach with the tenacity to keep learning on the job

• Handling both sales and service calls and adhering to guest service best practice

• Having a driven mentality to exceed the expectations of the guest



The Ideal Candidate
As a Cruise Guest Advisor, you will have experience working within a customer service and sales environment.

Whilst experience in the travel sector would be an advantage, we are open to considering candidates with a passion for travel and ability to bring our destinations to life.

You will also need to demonstrate the following skills and experience:

• Have previously worked in a call centre/contact centre environment and be comfortable talking to guests over the phone, demonstrating excellent communication skills

• Keen and able to learn all about our products and relay this to our guests so they are fully aware of our full programme itinerary offering

• Can identify and discover gust needs and wants to help find the right cruise.

• Enjoys working in a fast-paced environment

• Can demonstrate a can-do approach and be flexible when required

• Shows a passion for guest service and a natural enthusiasm for progression opportunities

• Has excellent attention to detail and can demonstrate strong written and verbal skills



Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special