Princess Cruises Reservations Advisor

Job Description

We take enormous pride in bringing to life Princess Cruises, and as one of our Reservations Advisors, you will demonstrate a passion for our brand when talking to our guests and travel agent partners, providing exceptional customer service, enhancing guest experience, and delivering against sales & telephony targets.

• Using your product knowledge and exceptional customer service skills to resolve queries both pre and post cruise via inbound calls.
• Aim to provide a first call resolution to deliver the desired outcome.
• Build trusting relationships with our guests and travel agent partners, proactively identifying itineraries and cruise products that match their needs to make a booking.
• Deliver guest satisfaction and a memorable experience.
• Service travel agent and guest queries via webchat.
• Handle precise & special requests, demonstrating expert product knowledge.

This role is classified as CUK
13 and is available on a full‑time, permanent basis. We offer hybrid work with a minimum of two days per week in our Southampton office.

• Effective communication skills and the desire to go the extra mile for our guests and travel partners.
• Problem‑solving ability with a focus on resolving enquiries and complaints, delivering first call resolution to a high‑quality standard.
• Use product knowledge to identify opportunities to retain guests’ bookings by promoting our product features and benefits.

We recognise the value in having people with a variety of backgrounds, experience and skills in our business. That means the role requirements here should be seen as a guide, not a checklist.

• Professionalism – be ready for work, courteous to colleagues, and protect customer information.
• Positive attitude.
• Team collaboration.
• Adaptability.

Interview Process – will include a one‑way video interview, an online assessment and a face‑to‑face interview (Discovery Day) at Carnival House (this will include an Icebreaker, Q&A with a member of the team, a group activity and a 1‑2‑1 interview with competency‑style questions).

Assessment date: 30th March 2026

Start date:

11th May 2026

Training: first 4 weeks will be with our training team;
Monday to Friday 9am to 5pm which requires full attendance for the full period.

Average working hours are 35 per week.

You will be required to work shifts on a rostered basis within the opening hours of the Contact Centre (CCO) Monday to Friday 8am to 8pm, Saturday 9am to 5pm and Sunday 10am to 4pm, inclusive of weekends and evenings. You will be required to work 2 Saturdays in 4 and 2 Sundays in 4. Your shifts will be exclusive of breaks for lunch.

Your exact shifts, rotations and breaks will be subject to local arrangements with the CCO Resource Planning team.

Working within our Contact Centre Operations teams means you’ll be part of a community that values growth, work‑life balance, and well‑being.

• Bonus scheme
• Employee discounted cruising plus friends and family offers
• Recognition scheme with prizes and awards
• Regular office events including live entertainment, lifestyle events and charity partner fundraisers
• Extensive learning and development opportunities
• Employee‑led networks
• Company‑paid health cash plan and health assessment
• Discounted retail and leisure via discounts portal
• Minimum 25 days leave, bank holiday allowance and holiday trading scheme

Our hiring teams value giving candidates a great experience. If we receive a high volume of applications that will compromise our ability to offer the service we like to provide, the role could be paused or closed early, so we encourage you to apply early to avoid disappointment.

Holidays are one of life's greatest pleasures, and having the chance to relax, escape and explore is a magical thing. There is no hiding that we love cruise, and we believe there is no better holiday than a cruise. In fact, we are The Love Boat.

In addition to offering a premium way to travel and explore the world, Princess Cruises distinguishes itself with its emphasis on personalised service, innovation and…