Fred. Olsen Cruise Lines is a family-run business that has been offering exceptional cruise experiences for over 170 years. With a fleet of ships that provide intimate, friendly, and immersive voyages, we are committed to delivering world-class service with a personal touch. Join us and be part of a proud heritage that is all about making lasting memories for our guests.
We’re looking for a Training & Development Coordinator to join our team. This varied role offers the opportunity to make a real difference across Reservations, Guest Services and onboard sales, while developing your own skills and experience. If you’re a natural coach, confident communicator and passionate about helping others succeed, we’d love to hear from you!
Are you passionate about training, coaching, sales and delivering exceptional customer service? Do you have a talent for inspiring others and helping people develop their skills?
We’re looking for a Reservations & Guest Services Training & Development Coordinator to support our Training & Development Lead in delivering an outstanding learning experience for our Reservations and Guest Services teams.
This is a varied and rewarding role, combining training delivery, coaching, sales support, product knowledge and performance development. You’ll play an important part in ensuring our Reservations teams are equipped with the knowledge, skills and confidence to maximise every sales opportunity while consistently delivering an exceptional customer experience. You’ll also take responsibility for supporting our Future Cruise Sales Managers, ensuring they have the product knowledge, systems training and sales skills needed to make bookings accurately and confidently.
Your responsibilities will include:
- Supporting the creation and delivery of product, destination, sales and process training.
- Delivering engaging training sessions and presentations to Reservations and Guest Services colleagues.
- Leading induction and follow-up training for new starters when required.
- Providing one-to-one coaching and development to Reservations colleagues.
- Carrying out live listening and providing constructive feedback to help colleagues develop their sales and customer service skills.
- Working closely with Team Leaders and the Training & Development Manager to identify development needs and ensure these are effectively addressed.
- Managing the induction, system and product training of Future Cruise Sales Managers.
- Providing ongoing system training and support, including I Travel system integration.
- Ensuring Future Cruise Sales Managers make bookings accurately and in line with required procedures.
- Building strong relationships with our onboard sales teams and acting as an effective two-way communication channel.
- Communicating reservations information, sales campaigns and key messages to onboard cruise sales colleagues.
- Supporting the development and maintenance of training materials, Safety & Quality Manual documentation and departmental processes.
- Researching new training approaches and materials to continuously improve our learning and development offering.
- Supporting staff ship visits, educational trips, consumer cruise shows and other events where required.
- Providing Reservations support during peak periods and assisting the wider team as required.
We’re looking for someone who is confident, enthusiastic and passionate about helping others succeed, ideally you will have:
- Previous experience in training, coaching or developing colleagues.
- Experience within a sales and/or customer service environment.
- Excellent communication and presentation skills, with the confidence to engage people at all levels.
- A strong understanding of sales and customer service principles.
- The ability to motivate others and lead by example.
- Excellent written and verbal communication skills.
- Strong organisational skills and the ability to manage a varied workload.
- Good working knowledge of Microsoft Office, including PowerPoint.
- A high level of product and process knowledge, with the ability to quickly understand and communicate complex information.
- A flexible and collaborative approach, with a willingness to support the wider department when required.
Experience within the travel or cruise industry would be advantageous, as would knowledge of our products and onboard operations. Qualifications in Customer Service, Contact Centre Operations, Leadership & Management, Coaching or Training would be desirable. However, we’re equally interested in candidates who can demonstrate the right experience, skills and passion for training and development.
This is a part-time, fixed-term maternity cover contract for 12 months, working 21 hours per week. Mondays will be required in the office, with flexibility around the remaining working days.
Fred. Olsen Cruise Lines offer a wide range of benefits including Axa Health medical, Life Assurance, enhanced maternity and paternity pay, discounted holidays and cruises, plus retail discounts and cash back incentives through our Boost Benefits scheme.
Attached to this advert you will find a full job description and details of our Company benefits on offer.
Our Values:
We are one team - Working together, supporting each other and recognising that every role plays a part.
We are ambitious - Always looking for opportunities to improve and deliver more for our guests, colleagues and business.
We are curious - Asking questions, seeking new ideas and learning from the world around us.
We are real - Bringing our authentic selves to work and creating genuine connections.
As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees. We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested. If you require any reasonable adjustments as part of your application and interview process, please do not hesitate to let us know.
