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Cruise Guest Advisor

Job Reference saga/TP/135599/2883

Package Description

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues. 

• Our working week is 37.5 hours per week - Hybrid working, Monday to Friday with Saturday rota working, typically once a month.
• Your Mondays and Fridays will be office based, in Ashford.
• 25 days holiday + bank holidays
• Option to purchase additional leave up to 5 extra days
• Pension scheme matched up to 10%
• Life assurance policy on joining us
• Wellbeing programme
• Colleague discounts including family discounts on cruises and holidays!
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Company performance related annual bonus - Up to 5%
• Income protection
• Access to Saga Academy, our bespoke learning platform

Job Introduction

Cruise Guest Advisor           

Salary £23,400 per annum

Permanent  

FT – 37.5 hours per week

Hybrid – 2 days a week in Ashford, Kent    

You may have seen our TV advert?

Here at Saga Cruise, we have just launched our 2025 cruise programme and are now looking to expand our team of skilled Guest Advisors who are key to assisting our customers when planning and booking luxury travel packages with Saga Cruise.  

If you have a passion for customer service and love talking about travel while advising our guests on best options and new experiences, then this role is for you.

For this recruitment in- take, we are looking to appoint up to 8 new Guest Advisors. Who will all need to be ready to join us on 10/06/2024.

Your first couple of weeks in your new job, will be all about learning our booking systems, getting to know and understand our customers and ultimately becoming an expert on all our cruise packages we offer, plus so much more!

From day one as a Cruise Guest Advisor, you can work on a Hybrid basis. With each week attending the office on a Monday and Friday.  

If you are ready to get onboard and venture into the exciting cruise world, then read more about what a typical day will feel and look like in this role.

*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. The hours for this role are 37.5 per week.

**This is a hybrid role and requires 2 days in Ashford, TN23 1FB. The days required in office are ideally Monday and Friday to promote a collaborative and team building environment**

Main Responsibilities

The Ocean Cruise business is at the heart of the Saga Brand, 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 in-bound calls; bookings, promotions, 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   
• Providing recommendations and engaging in upselling opportunities where possible
• 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 
• Responsible for sending out follow-up emails, observing a high attention to detail with focus on spelling and grammar
• To have a driven mentality to exceed the expectations of the guest
• To always have patience when dealing with guest requests in a calm and helpful manner

The Ideal Candidate

We are keen to interview applicants who have already worked in a customer focussed role where they have guided and advised customers with booking travel or recommending products. We are open to consider applications from candidates with no travel background, but it is essential to demonstrate your passion for overseas travel or Cruise.

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 customers over the phone, demonstrating excellent communication skills
• Keen and able to learn all about our products and relay this to our customers so they are fully aware of our full programme itinerary offering
• Can spot buying signals and the opportunity to upsell
• Enjoys working in a fast-paced environment 
• Can demonstrate a can-do approach and be flexible when required
• (Occasionally you could be needed to make urgent contact to our guests outside of normal working hours to discuss changes to their bookings from circumstances outside of Saga’s control.)
• 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
• Comfortable with working from home Tuesday to Thursday

Interviews will take place on TEAMS over 2 weeks, starting on 29 th April.

There will only be a 1 stage interview.   

*Candidates applying will need to be able to start a new job on 10 th June 2024.

(Allowing anyone with a months’ notice enough time to join us.)

About The Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better. Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity. We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.

​ Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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Cruise Guest Advisor

Job Details

Package Description

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• Starting salary of £21,937 + opportunity to earn commission
• 37.5 hours per week
• Hybrid working model with 2 days in office per week at our Ashford hub (Monday and Friday) the rest from home 
• Rapid promotion potential with pay increases in basic salary and the opportunity to earn commission 
• Team centred comprehensive training and onboarding with opportunities to gain new skills and experience 
• An enhanced holiday allowance – 33 days holiday including all bank holidays and the opportunity to purchase an additional 5 days holiday each year 
• Pension scheme matched up to 10% 
• Life assurance 
• Wellbeing programme 
• Colleague discounts including family discounts on cruises and holidays! 
• Range of reductions and offers from leading retailers, travel groups and entertainment companies 
• Enhanced maternity, paternity and grandparent leave 
• Income protection 
• Access to Saga Academy our bespoke learning platform which includes a comprehensive range of online courses, talks and much more 

Job Introduction

Cruise Guest Advisor 

Salary - £21,937 

Permanent opportunity 

37.5 hours per week

Hybrid - 2 days per week in our Ashford hub

Do you have a passion for delivering exceptional customer service in a fast-paced environment and have a love for the travel and holiday industry? 

Look no further, this may be the role for you... 

Saga Cruise are looking for experienced guest service and sales advisors to join a vibrant team as the new  Cruise Guest Advisors .  You will be part of our dynamic and progressive contact centre, helping deliver exceptional experiences for guests wanting to book River cruises (P.s. we have a reputation in the market for providing luxury boutique cruises, go and check us out). The Cruise business is at the heart of the Saga brand, taking guests all over the world so it’s important that the Cruise Guest Advisors are as passionate as us! 

You will be part of a fast-paced, guest centric environment in a phone-based role. You can expect to take sales and service calls relating to all things Cruise! 

Main Responsibilities

• Phone based role, working as part of the River Cruise team within the Saga Cruise contact centre
• Speaking with a range of guests on a daily basis, dealing with both sales and service calls 
• Ensuring a tailored approach to every call, offering assistance, advice, guidance and working with patience  
• Taking a variety of calls that include general guest service calls, service calls, advice calls, sales calls, complaints and providing updates to the guest  
• Prioritising a guest-first approach with the tenacity to keep learning on the job
• Providing recommendations and engaging in upselling opportunities where possible 
• Flexibility in taking both sales and service calls and adhering to guest service best practice  
• Responsible for sending out follow-up emails, observing a high attention to detail with focus on spelling and grammar 
• Having a driven mentality to exceed the expectations of the guest 
• Having patience to deal with guest requests in a calm and helping manner 

Due to the dynamic nature of the cruise industry there are peak periods with increased service calls and requests for updates so you may be expected to adjust your hours accordingly during these periods.

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. The hours for this role are 37.5 per week. 

**This    is a hybrid role and requires 2 days in Ashford, TN23 1FB. The days required in office are  ideally  Monday and Friday to promote a collaborative working environment**  

The Ideal Candidate

As the guest service focused Cruise Guest Advisor, you will have experience with the following: 

• Proven expertise in a similar role (doesn’t need to be within the travel industry although this is ideal) 
• Experience within a contact centre environment where the majority of the role is telephone based 
• The ability and passion to upsell and utilise sales skills 
• Capability to thrive in a fast paced environment where there are busy periods 
• Exceptional communication skills 
• Passion for guest service and a natural enthusiasm for progression opportunities  
• Excellent attention to detail with strong written and verbal skills 
• Proven ability to work on a hybrid model 

About The Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better. Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity. We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.

​ Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

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33 replies to this topic

Thanks for the update.

Thanks Baileygee for the update and it would be nice to know what the final ofer or result may be .

Sorry, phrased that wrongly.

That was the thing that worried me moving from inside cabins to Balcony. Costs versus comfort and experience. As pensioners we sometimes have to balance cost with luxury but hey there are no pockets in shrouds.

Agreed - we have moved to superior deluxe balconies now !

Thank you for the update. The compensation seems pretty fair to me.

Tripadvisor staff removed this post because it did not meet Tripadvisor's forum guideline limiting each user to a single forums screen name.

#29 - I don't understand your question. Everyone on here are private individuals.

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Customer Service Advisor

Job introduction.

Do you have a passion for delivering exceptional customer service and have a love for the travel and holiday industry?

Look no further, this may be the role for you...

Saga Cruise are looking for experienced call centre agents to join a vibrant team as the new  Cruise Guest Advisors .  You will be part of our dynamic and progressive contact centre, helping deliver exceptional experiences for customers wanting to book River and Ocean cruises (P.s. we have a reputation in the market for providing luxury boutique cruises, go and check us out). The Cruise business is at the heart of the Saga brand, taking guests all over the world so it’s important that the Cruise Guest Advisors are as passionate as us!

This role has a start date of November 20th 2023. 

Role Responsibility

• Working as part of the River Cruise team
• Speaking with a range of customers on a daily basis
• Assisting with any questions around Saga cruise holidays, ensuring a personal approach to each call
• Provide recommendations and upselling opportunities
• Responsible for sending out follow-up emails, observing a high attention to detail with focus on spelling and grammar
• Providing the ability to go above and beyond for the customer
• Having patience to deal with customer requests in a calm and helping manner
• Actively participating in training where required
• Standard hours of the contact centre are Mon- Fri and 9am to 6pm, Sat 9am-5pm, closed Sunday - but your contract will allow for opening hours covering 8am-8pm – and also Sunday opening. Your hours will be 37.5 hours per week typically working 9am-5pm.
• **This  is a hybrid role and requires 2 days in Ashford, TN23 1FB. The days required in office are ideally Monday and Friday to promote a collaborative working environment**

The Ideal Candidate

As the customer service focused Cruise Guest Advisor, you will have experience with the following:

• Proven expertise in a similar role (doesn’t need to be within the travel industry although this is ideal)
• Exceptional communication skills
• Passion for customer service
• Excellent attention to detail with strong written and verbal skills
• Proven ability to work on a hybrid model
• Possess the passion to upsell where relevant

Package Description

• Starting salary of £21,937
• Hybrid working in our Ashford hub (2 days per week, ideally Monday and Friday)
• Rapid promotion potential with pay increases in basic salary and the opportunity to earn commission
• Team centred comprehensive training and onboarding with opportunities to gain new skills and experience
• An enhanced holiday allowance – 33 days holiday including all bank holidays and the opportunity to purchase an additional 5 days holiday each year
• Colleague discounts including family discounts on cruises and holidays!
• Pension scheme matched up to 10%
• Life assurance
• A range of wellbeing initiatives and support including Unmind and AXA Be Supported  
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity and grandparent leave

**Please note this role has a start date of November 20th 2023**.

About the Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better. Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity. We are an official Disability Confident employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.

Missions + Awards:

• Most Dynamic Mentoring Organisation of the Year in the 2022 awards.
•  Global mission of enhancing the representation of under-represented groups in leadership positions
• Active LGBT community
• Support governments ambition to reduce the gender pay gap
• independently accredited as a menopause friendly employer
• New policies to support colleagues, including a pregnancy loss policy with paid leave. We are also a proud signatory of the Pregnancy Loss Pledge with the Miscarriage Association. 

​ Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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