Family Assistance and Guest Relations Specialist
Shore Based - Southampton

Job reference: SBS-PRX-006095

Location: Shore Based - Southampton

Closing date: 21/01/2020

Employment type: Perm - Part Time

Department: Princess Reservations

An exciting opportunity has arisen to join the Princess Cruises UK Guest Relations and Family Assistance team on a permanent basis part-time for 22.5 hours per week to provide 24/7 global support, assitance and customer service to Guests and their companions should their cruise holiday be impacted/interrupted by a personal emergency. The role also involves dealing with guest's feedback before, during and after the cruise

The Role


Sadly we do have guests who are taken unwell during their cruise, and require a medical disembarkation which can be a very worrying time.  The purpose of this role is to act as a liaison and provide support to the guest during a very difficult time, in addition to working closely with family members, ship, travel insurance and port agent to name a few.  The role also requires excellent communication across our officers located in Santa Clarita (PCLA), Carnival Australia (CAU) or any Carnival Corporation operating brand when required.


The role will require you to work out of hours covering a 24/7 telephone line on a rotation basis (support will be provided for days off/holidays etc..,).  Ensuring that any Princess Cruises guest medically landed within the geographical region covered by Princess Cruises UK is handled with utmost priority, and being the Consummate Host for them and their relatives.  As part of a multi functional team, the Family Assistance Specialist will also assist with Guest Relations issues.


About You


  • Able to communicate effectively and influence at all levels, with a respectful and tactful approach at all times
  •  Ability to build effective working relationships at all levels
  •  Possesses excellent attention to detail to all aspects of work
  •  Proactive, personal drive and enthusiastic
  •  Calm and composed when working under pressure and to deadlines
  •  A passionate individual with a background in customer service
  • Flexible and adaptable approach to tasks and working hours
  • Excellent telephone manner
  • High level of computer literacy
  • Excellent command of the English language, written and verbal

You'll be based at our Southampton HQ, with some travel to the ships when required. Please see full job specification for details

About Us


This position has been levelled at a CUK11


Carnival UK is the operating company for P&O Cruises & Cunard. We provide world class cruise holidays and take enormous pride from bringing to life two of the most iconic brands from Britain’s rich seafaring heritage.  That legacy of elegance and style, of beautiful ships, inspiring leadership and guest-obsessed service excellence lives on today, as we evolve ourselves for tomorrow.


Working at Carnival UK means being part of a tight-knit and truly global team made up of friendly, happy, caring people. One of our core organisational values is that we are 'better together' and that’s why we’re working hard to build an inclusive culture. We want to support people to balance their interests and responsibilities outside of work with the demands of their role. That’s why we support flexible working. We welcome applications from everyone. We do not discriminate on the basis of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage & civil partnership and pregnancy & maternity.


As a growing business we have a big focus on developing skills and continuous learning.  From formal qualification to the life lessons of worldwide travel, we offer our people a broad range of personal and professional development opportunities.  All of our roles give people the chance to stretch themselves and learn from colleagues with a wealth of experience.  As our business grows, we want our people to grow too.  So we’re determined to create opportunities for everyone to drive their development and define their own career path.



The closing date for this job has now passed.