Cruise Host

Job Introduction

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

We are 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 Holidays business is going through an exciting period of change, and with a new river cruise ship coming in 2021, this is a great time to join!

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

In this role, you'll be responsible for the smooth running of our operations, ensuring that our customers have an enjoyable and hassle-free holiday.  You'll bring a professional approach to maintain and reflect a high standard of service and customer care.

You will bring strong experience of customer care, always acting honestly and in good faith. It is important you establish 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.

This role is a fixed term contract until the end of October 2020, although there's a chance your contract could be extended further.

Role Responsibility

• Co-ordinate transfer team to meet all customers at their point of entry and ensure their smooth transfer to and from the ship
• Liaise with the ship prior to customers’ arrival to ensure efficient allocation of cabins & host a welcome meeting and cocktail party for customers
• 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
• 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
• Ensure the hospitality desk is hosted during specified duty hours, in a regular location on board, in order to respond to all questions, queries and general information for customers.
• Complete a Cruise Report regarding the ship, facilities available, excursions and all other aspects relating to the overall operation of the holiday
• Complete expenses claims with full details of expenditure and receipts at the end of each cruise, and send to Head Office
• Form part of the emergency procedures team
• Ensure that Saga’s corporate imagine is maintained in terms of presentation on board and staff
• Ensure the companies health and safety policies are adhered to
• Regularly engage with customers to understand their needs and identify what is working well to build upon and highlight areas of improvement

The Ideal Candidate

Knowledge, Capability and Experience:

• Previous river cruise experience or an ability to learn river cruises with experience as a Tour Director/Manager
• Strong travel background
• Knowledge of European Rivers
• Strong communicator with the ability to develop an excellent working relationship with your staff onboard, ship crew, head office staff and customers
• Ability to speak an additional European language would be an advantage
• Previous man management experience
• Ability to liaise with suppliers, with previous negotiation experience
• Strong presentation skills
• Previous experience of report writing

Personal Characteristics:

• Ability to work on own initiative and as a member of a team
• Customer focussed ethos
• Decisive thinker
• Flexible approach to work
• Outgoing, sociable personality
• Strong problem solver
• Professional Approach

Package Description

This role is fixed term contract until the end of October 2020.

About the Company

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. If you need support at any point with your application please let us know as we will be happy to help.

Learn more about the Saga business by watching our Saga plc results for the financial year 2018/2019

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.

Saga Group