Front Office (German speaking)
- Reference:
- Front Office (German speaking)
- Recruiter:
- R.A.G. Safety and Marine
- Category:
- Administration Jobs
- Updated:
- October 13, 2014
R.A.G. Safety & Marine is looking for candidates for a Front Office position (German speaking) for a 6-star Cruise company.
DESCRIPTION:
- To greet Guests in a professional manner and to provide them with prompt, courteous and friendly service and to be personable and approachable at all times.
- To ensure that Guests are provided with accurate information on shipboard services.
- To provide a six star service to Guests at all times and to deal with Guests complaints and comments in an efficient and timely manner.
Reports Directly to
Chief Concierge (Onboard)
Reporting Structure
Chief Concierge (Onboard)
Front Office Manager (Onboard)
General Responsibilities
- To greet Guests in a professional manner.
- To provide Guests with prompt, courteous and friendly service and to be personable and approachable at all times.
- To provide Guests with information about a variety of shipboard services (such as, but not limited to information on the daily program, temperature, accounting matters etc.) including information on shore excursions.
- To act as the communication link between shipboard personnel and Guests.
- To keep an accurate record and to follow up on lost and found items.
- To deal with any Maintenance issues which may arise in Guest areas and to report and follow up on the work orders in a timely manner.
- To make shipboard announcements on the Public Address system if necessary.
- To handle Safety Deposits for Guests when requested.
- To prepare the Birthday and Anniversary lists for Guests and to distribute it to all relevant Departments.
- To handle any inquiries about credits and gratuities and to accept payments from Guests to their shipboard accounts.
- To accept credit card imprints and privilege disclaimers from Guests (for settling their accounts) and to ensure that the privilege disclaimers are kept in a secure place.
- To assist Guests with Disembarkation information and inquiries.
- To assist Guests with inquiries about their onboard statements/accounts, shipboard credits and prepaid gratuity forms (to assist Guests in filling out the pre-paid gratuity forms if necessary) and to accept the completed forms and to forward them to Chief Accountant for action.
- To sell postage to Guests who wish to mail letters and postcards and to exchange selected foreign currencies for Guests at the Front Desk.
- To assist the Front Office Manager and the Editor in compiling the Guest List every cruise.
- To handle check-in for way port embarking Guests and also to assist Guests who may disembark in way ports.
- To assist the Clearance Officer with Customs and Immigration paperwork when necessary.
- Be aware of the procedures in regards to the key cards and assisting Guests with issuing of lost/replacement key cards.
- To deal with all Guest complaints and comments in an efficient and timely manner and to provide a six star service at all times.
- To complete a Work Registration Form correctly every month and to submit it to the Chief Concierge in a timely manner.
- To adhere to all Company Policies and Procedures, Manuals and Directives.
Other responsibilities, as assigned, but not limited to the above.
Financial Responsibilities
- To be cost conscious with the use of office supplies, printed materials and other consumables.
- To monitor and control and be responsible for a cash float of (presently) up to $10,000.00 as well as changing money for Guests.
- To ensure that Company property is maintained properly and treated with respect at all times.
Safety Responsibilities
- To practice Safe Lifting Techniques at all times.
- To do In Port Manning duties as scheduled and as required by Company policy.
Emergency Duties:
- To follow instructions noted on Safety Card.
- To participate in Guest/Crew Lifeboat Drills as per instructions.
- Persons in this position may be required to be a Life Boat or Life Raft Commander or Second Commander and should therefore undergo a Life Boat/Life Raft commander
- Course to obtain the appropriate certificate (Training Manual Appendix 1).
- Other safety responsibilities, as assigned, but not limited to the above.
Education/Position Requirements
- Hotel or Tourism School beneficial.
- Minimum of two (2) years experience in a luxury hotel in a Front Desk position or one (1) year experience onboard a luxury cruise ship in a position with high Guest contact required.
- Previous experience in cash handling/accounting beneficial.
- Must be fluent in written and spoken English (needs to score at least 90% in the onboard English proficiency test) and German.
- Fluency in Spanish and/or Portuguese beneficial.
- Excellent interpersonal and public communication skills.
- Must have very good administrative skills (proficient in Outlook, Word and Excel).
- Very good organizational skills are necessary along with the ability to multi-task.
- Must possess ability to interact with all levels of people.
- Must be able to remain calm under pressure.
- Must be service minded with an outgoing, charming and friendly personality.
Team Communication and Meetings
- To attend meetings with the Front Office Department Staff every cruise.
- To attend orientation and training with the Front Office Department Staff every cruise.
- To communicate with the Front Office Manager, Clearance Officer, Chief Concierge and the Telephone Operators on a regular basis.
LANGUAGE REQUIREMENTS:
FLUENT GERMAN (mandatory)
FLUENT ENGLISH (mandatory)
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