Vacancies Cruise Host

Job Introduction

Saga is Britain’s most experienced specialist Tour Operator for holidaymakers who are aged 50 years and over. 

SAGA is primarily a direct sell, off-peak tour operator, with a varied programme of holidays.  These range from Long-Haul, European and UK (Short Haul) tours and resort stays, Ocean & River Cruising, Short Break holidays and Special Interest programmes, such as Walking, Singles, Archaeology, Art Appreciation, Gardens and Music. 

Our employees will be able to provide an excellent level of service and able to gain customer confidence through knowledge and a genuine concern for their wellbeing and enjoyment of their holiday. 

…And right now, we are looking for a Cruise Host at an exciting time in Saga’s history. As a Group, Saga is taking to the seas in our brand new, luxury cruise ships and leading the market with innovative insurance and financial products.    

Cruise Directors are responsible for the smooth running of our operations, ensuring that our customers have an enjoyable and hassle-free holiday.  Cruise Directors must possess a professional approach to maintain and reflect a high standard of service and customer care as set out by the Company and will comply with and implement procedures as laid down by Head Office and the Operational Manual.   

Role Responsibility

  • Your prime duty is customer care.  It is implicit throughout your employment that you will always act honestly and in good faith, in the interest of the Company, both in taking care of and caring for its customers. It is important that the Cruise Director establishes a good working relationship with our suppliers, such as the purser's office, captain and ship staff or hotel staff, as well as liaising closely with various departments at Saga Head Office. 
  • Managing a Team Ensure your team are achieving their personal quality score, identifying development needs, and taking appropriate action to overcome them, including development plans. Provide immediate support for all in your team and escalate issues as necessary to your Destination Services Manager. Ensure that work patterns are split and that some time off is considered for each member of the team. Ensure that 1-2-1’s and PDRs for the team are completed and submitted to head office. Ensure that Team Meetings take place to voice any team concerns. 
  • Meet & Greet/Transfers Co-ordinate transfer team to meet all customers at their point of entry and ensure their smooth transfer to and from the ship.
  • Room/Cabin Check-in Liaise with the ship prior to customers’ arrival to ensure efficient allocation of cabins.
  • Welcome Meetings/Cocktail Parties Host a welcome meeting and cocktail party for customers. 
  • Operation of Sales & Excursions Co-ordinate the excursion programme – promotion and payment, supplier confirmation and guiding where necessary. Ensure all F2s are emailed to excursions on a weekly basis, even in the event of no sales. Comply with minimum numbers provided by excursion product analysis and cancellation procedures.
  • Entertainment/Activities Co-ordinate with the Entertainer to provide daily events and evening entertainment. Provide on board talks and deliver bridge commentary via Quietvox when the ship is sailing. Prepare a daily programme to be delivered to passenger cabins.  
  • Hospitality Desk Ensure the hospitality desk is hosted during specified duty hours, in a regular location on board, to respond to all questions, queries and general information for customers. Socialise with customers where they are located. (Take the desk to them). 
  • Report Writing Complete a Cruise Report regarding the ship, facilities available, excursions and all other aspects relating to the overall operation of the holiday on an exception basis. 
  • Sales Accounting A float for all company expenses such as communication costs, entrance fees, prizes etc., will be issued.  An expense claim must be completed with full details of expenditure and receipts at the end of each cruise and sent to Head Office. 

The Ideal Candidate

  • Ability to work on your own initiative and as a member of a team.

  • Customer service experience. 

  • Strong decision-making skills. 

  • Ability to liaise with suppliers. 

  • Flexible approach to work. 

  • Excellent communication skills. 

  • Outgoing, sociable personality. 

  • Excellent report writing skills. 

  • Diplomacy. 

  • Problem Solving skills. 

  • Professional Approach. 

  • Managing Skills. 

  • Negotiation skills. 

  • Accounting skills. 

  • Presentation skills.  

  Capability, Knowledge and Experience: 

  • Effective communication skills are required, as you will be expected to develop an excellent working relationship with your staff onboard, ship crew and head office staff. You will champion the Saga Way and maintain excellent engagement with our people and our internal and external customers. 

  • Ensure that Saga’s corporate imagine is maintained in terms of presentation on board and staff. Form part of the emergency procedures team. Ensure the company's health and safety policies are adhered to always.  

  • Regularly engage with customers to understand their needs and identify what is working well to build upon and highlight areas of improvement.  

  • Good understanding of European languages. 

  • Previous work as a Tour Manager or on-board river cruise vessels. 

  • Knowledge of European Rivers. 

Our values are:

  • Precision Pace - Always owning and making things happen.
  • Empathy – Always aware of others.
  • Curiosity – Always asking why.
  • Collaboration – Always one team, the Saga team!

Package Description

The standard benefits when you join Saga include: 

  • 25 days annual leave plus bank holidays with the choice to buy a further 5 days annual leave per year 

  • Free private medical insurance after 1 years' service 

  • Workplace Pension 

  • AXA Be Supported 

  • A range of reductions and offers from leading retailers, travel groups and entertainment companies

About the Company

Having spent our first 30 years focused on travel, Saga launched Saga Magazine and developed home and motor insurance and financial services in the 1980s. Private medical and pet insurance followed in the 1990s, along with the launch of our own cruise ship operation. The strength of the Saga brand provides the Group with the ability to develop in-house or partner with suppliers to offer our customers and members highly differentiated, competitively priced products which meet their evolving needs.

Saga exists to help our customers and members lead the life they want to lead. To succeed in this, we know that the most important thing to do is to listen to our customers and members. At the heart of our business model is our drive to know more about our customers’ wants and needs so we are best placed to serve them.

Applying this approach over the past 70 years has enabled us to 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 and is recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

When you join Saga you will see that 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. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. 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.

We are a member of the 30% Club and partner with Women Ahead which offers us a fantastic opportunity to take part in a leading, global, cross-company, leadership mentoring scheme to champion female talent.

We are a signatory of the Armed Services Covenant and have received a Silver Award from the Employer Recognition Scheme. 

 

 

To all recruitment agencies: Saga does not accept agency CVs unless specifically engaged on the role by the HR Recruitment Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga is not responsible for any fees related to unsolicited CVs.

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