Guest Service Specialist (M/F) – 6* Ocean Cruise

We are Recruiting Guest Service Specialist (M/F)

PEOPLECONQUEST, a Human Resources National Company in ongoing expansion, is currently recruiting Guest Service Operator for a renowned 5 stars deluxe Cruise Company with the following profile:

General function:

Assist all guests with any service issues, queries and complaints, as well as providing general ship, port, tour & travel information. Meet or exceed guest expectations on every occasion.

Specific duties:

• Become knowledgeable concerning all facets of shipboard organization and services, ports of call and shore excursions
• Provide guests with general ship, port and tour information
• Process all passengers at embarkation/registration according to the embarkation SOP. This includes, lifting tickets, collecting passports and other documents. Issue boarding cards to each passenger embarking.
• Liaise with other departments on any suite issues, changes or other requests.
• Recommend tours as per Tour Manager briefings
• Book shore excursions and process cancellation within set deadlines
• Consult with Tour Manager on tour bookings and cancellations after deadline.
• Provide guests with information and possibilities for Private Arrangements
• Make appointments with Tour Staff for Private Arrangement bookings
• Provide availability information on future cruise bookings as instructed by CSS
• Explain terminology used for future cruise bookings
• Make appointments with CSS for future cruise bookings and $ related information.
• Liaise with the Loyalty Club Desk in Miami for any days sailed, comp awards and referral credit queries.
• Liaise with the Guest Services Desk in Miami for any onboard credit queries.
• Manage Restaurant invitations and reservations in co-operation with MD
• Handle administrative services (copy, scanning, etc.)
• Handle communication services, (mail, fax, phone, etc.)
• Receive lost and found items. Inventory contents of found purses, etc., in presence of person submitting them and both parties sign inventory. Maintain a log of all found items and reports of lost items.
• Maintain a working change fund for the cashing of passenger travellers checks, currency exchange, etc. This fund to be balanced daily. Shortages are the responsibility of the GSS.
• Ensure that all passenger complaints received at the “Seabourn Square” are either settled immediately or referred to the Chief Purser or Hotel Manager for follow up. Passenger to be promptly advised of all actions taken.
• Process passenger credit-card vouchers for eventual settlement of their voyage account
• Ensure that the “Seabourn Square” area is kept in a presentable, clean and orderly manner at all times.
• Ensure access to the “Seabourn Square” is strictly limited to members of the Purser’s staff or Officers having legitimate ship’s business there.
• Ensures that all documents/printing and forms going into the suites are being approved by the Hotel Manager
• Prepares the Berthing list, Guest lists, Party invitations, Gift Orders and special notes from the Ship’s management to the guests
• Participates in daily TM briefings and assists in proactively maintaining the Port /Tour Manual
• Participates in weekly CSS briefings
• To the maximum extent possible, become aware of each guest name as soon as possible during each cruise.
• Responsible for becoming familiar with the Carnival Corporate Environmental Compliance Plan (ECP), as it applies to the duties and responsibilities of this position.
• Handover after each shift
• Escort Tours when available to increase knowledge.
• Responsible to familiarize themselves  the content of the SMS 2008

Job requirements:

• Fluent English, written and spoken
• Good knowledge of one other (foreign) language, I.e. Spanish, German, French, Italian.
• Patient, tactful and courteous
• Previous ships experience
• Able to work under pressure
• High level of integrity
• Maintain confidentiality of all communications whether written, email, fax or telephone.
• Pleasant Personality
• Always well groomed
• Excellent Communication skills