Guest Services Manager

Vessel type: Ocean-going cruise ship

Job Description

Guest Service Manager

Purpose of Position

Supervision and of Guest Services and all responsibilities relating to a Guest Service Operation as per VOC company standards.

Your Responsibilities

• Support the Chief Purser with all Guest service related matters.
• Supervision of Global Administrator on completion of passenger cruise questionnaires.
• Supervisor Explorers desk operation.
• Ensure all embarkation preparations are completed in a timely matter.
• Supervision and training of all embarkation staff as required with the support from the shorex Manager relating to the Grabba Device.
• Liaise with Shorex Manager to ensure a smooth operation between the Airport and Terminal for guests arriving to the ship.
• Supervision of Embarkation and check-in with in the terminal and all communication relating to guests arriving from airport as per VOC SOPs.
• Complete time & attendance work schedule for all guest service staff. Ensuring they meet MLC regulations.
• GSM set hours at the Explorers desk  to accommodate guest requests or queries
• Review new Manifest each cruise and complete necessary cabin changes, upgrades etc. and liaising with shoreside for any cabin or guest queries.
• Supervise Senior Receptionist with handling of all lost/delayed luggage.
• Ensure all Amenity Reports are sent out in a timely manner at the being of each cruise.
• Responsible for timely printing and delivery of all printed matters.
• Assist Guest Services when required.
• Be able to be confident when dealing with Guest complaints
• Take charge of Passenger medical disembarkations with support of Chief Purser.
• To be familiar with the ship’s safety and security procedures relating to the hotel Department in respect of any eventuality.
• Maintain an accurate and up to date manual for completion of responsibilities as Laid down in job description.
• Liaise with Night Auditor to ensure all ship board credits are posted in a timely manner
• To constantly operate in accordance with ISM safety regulations.
• To constantly operate in the interests of the owner.

Supervisor: Chief Purser

Receives instructions from:  Chief Purser / General Manager

Your Profile

• Previous 2- 3 years’ experience in a Concierge role on ships.
• Relative accounting and administration skills for the role
• Experience of supervising a small team of staff
• Cash Handling and Foreign Currency exchange experience
• Computer knowledge (Word, Excel, ) MXP an advantage
• Experience in supervision Embarkation and Disembarkation procedures.
• Excellent English skills, other languages are an asset
• Service oriented and guest focused, positive personality and professional appearance.
• Maintain confidentiality of all communications.
• Flexible and stress resistant, team player, shows commitment

Guidelines and Regulations

Job Description • Contract • Company Rules and Regulations • Onboard ABC • Viking College • Uniform Regulation