Guest Relations Manager Vacation Relief

EXPEREINCE FROM SIMILAR POSITON ON UPPER END CRUISE LINE

BI-LINGUAL ENGLISH / FRENCH 

ADMINISTRATION

409.0 Guest Relations Manager / Front Desk Manager

409.0.a Section 402 General Job Requirements for all Hotel Crew is part of this job description and should be read and understood.

409.0.b Reporting to: Hotel Director for all guest and service matters
Financial Officer concerning financial and cash matters

409.0.c Primary Objective of Position:
.1 To provide guests with prompt, friendly and personalized service throughout the cruise
.2 Being in charge of all guest related administrative and printed matters
.3 Supervision of the Reception Desk and Receptionists
.4 Supervision of the Printshop and Printer

409.0.d Major Areas of Responsibility

.1 Administration
• Prepares a cruise report which includes an embarkation summary, guest complaints and other issues dealt with during the cruise
• Follows up on finding lost luggage and prepares related reports and documentation.
• Oversees passenger check-in procedures during embarkation
• Maintains and administers all required paperwork for guests
• Administers Fidelio in relation to guests accounting and lists.
• Administers guest credit vouchers and special embarkation delivery requests
• Oversees all printed matter distributed to and printed for guests.
• Prepares port arrival and departure manifests.
• Prepares and updates guest manifests
• Oversees clearance formalities in conjunction with the Agents

.2 Guests
• Oversees that guests special wishes and preferences are taken care of and communicated to other departments
• Assists with guest billing and credit card registration.
• Books future cruises and administers future cruise credits
• Sells onboard upgrades of cabins to guests
• Provides personalized service by providing and/or organizing guest invitations for dinners, cocktail parties, events, etc.
• Resolves guest concerns immediately and/or refers to the respective department head

.3 Socializing
• In order to obtain as much information as to the guests experience onboard it is important for the Guest Relations Manager to interact with the guests to obtain their preferences.
• The Guest Relations Manager is available to assist guests with all of their queries, providing them with personalized service such that if the Guest Relations Manager is not familiar with an area they will seek out the information rather than referring the guest to someone else.
• It is the responsibility of the Guest Relations Manager to attend all Cocktail Parties and host a minimum of two tables per one week voyage (obviously the number of hosted tables will depend on the length of voyage – the longer the voyage the more tables are hosted).

.4 Guest Comment Cards
• Administers the distribution and processing of the guest comment cards.
• Prepares reports related to the guest comment cards.

.5 Embarkation/Debarkation
• At embarkation/registration obtains cruise tickets, passports and all other required documentation
• Supervises the preparation of guest boarding passes

.6 Reception Desk
• Provides training for Reception Desk personnel
• Provides efficient and courteous service to each guest while supervising the Receptionists at the Reception Desk.
• Answers questions about shipboard matters, ports of call and cruise
• Maintains reception area to ensure that it is presentable, clean and orderly at all times.
• Maintains security of reception area by limiting access to authorized personnel.
• Provides cash exchange for guests
• Assists the Receptionists with check-in and check-out duties concerning guests, including but not limited to, payment of accounts, registration credit cards and passports.
• Prepares the Reception and Printshop working schedule
• Maintains and administers all reports and logs held at the Reception Desk:
• Administers and follows up on all issues in the Reception Log
• Administers lost and found at the Reception Desk
• Administers and follows up on guest maintenance requests
• Administers and follows up on complaints and property damage