Mixed position Guest Relation Manager and Asst Cruise Director 4/2 months contract

If you have been an ex Front Desk Manager or Guest Relation Manager, if you have also been part of Entertaiment team on board a cruise vessel and you love to be front line, you love small vessels with beautiful, familiar atmosphere, you are a team spirit and have a solemnity for managerial roles, I welcome you to apply for this role. 

Please do not apply if you don't speak fluently French, please do not apply if you have never worked on board a cruise vessel or you have never worked in the fields mentioned above! No matter how good experince you have shoreside, with all the respect for, we look only for employees with cruise vessel experience which is so unique and special.

ACD role:

416.0 Assistant(e) Cruise Director

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

416.0.b Reporting to: Cruise Director

416.0.c Primary Objective of Position:

1. Desktop publisher for all English and French translations & daily program
2. Provide assistance in guests’ activities and events with socializing and translating in French and possibly Spanish
3. In charge of Tahitian Ambassadors Les Gauguin(e)s

416.0.d Major Areas of Responsibility

.1 Customers

• Interaction with guests, showing interest in guest’s conversation, applying discretion at all times and following up if appropriate.
• Assist the Cruise Director, in order make sure that prompt, attentive, consistent & courteous service is provided, the Cruise staff, at all time to each guest & through this helps to achieve the goal for the cruise department scores in the guest comment cards.
• Ensuring that Gauguin(e)s are not only knowledgeable and well informed about the Tahitian culture, history and specificities of each islands, but also able to share it with guests.
• Ensure that crew greets and smiles at guests.
• Ensure that personalized service is provided by addressing guests by names.
• Constantly display a positive and can do attitude.
• Strictly follow and reinforce the company grooming policy.
• Keep in mind that guests always come first.
• Always ready to go the extra mile.
• Communicate and interact at all time in a friendly, professional and courteous manner with guests and colleagues.
• Follow instructions received from direct Supervisor or any higher ranked officer.
• Constantly display welcoming and approachable demeanor.
• Maintain an attentive & proactive approach, asserting satisfaction with the product served.
• Able to use sound judgment when dealing with guests.

.2 Organization & management

• Assist the Cruise Director in scheduling and supervising all shipboard activities.
• Produce the Daily Program and general guest information in English with translations in French and possibly Spanish (or other languages if applicable).
• Ensuring accuracy of translated information, including entertainment, social activities, port information, tour information, dining opening hours, etc.
• Simultaneous translation of verbal announcements by the Captain, Cruise Director, if required.
• Simultaneous translation of activities, if required.
• Prepare the Daily Program for TV publication on a designated channel.
• Being well aware of the daily program contents and own schedule.
• Provide own wardrobe, maintaining a high standard and within the dress code of the ship.
• Assisting with guest embarkation/disembarkation, tender operation, tour dispatch, shore side transportation and shore events (where applicable).
• Assist the Cruise Director with preparing the schedule for Les Gauguin(e)s.
• Assign daily duties to Les Gauguin(e)s and coach them if needed.
• Ensure that all dances costumes are maintained in a good shape and inventoried at the end of each month. Inventory is provided to the Cruise Director.
• Ensuring that cruise staff is well aware of the daily program contents and their own schedule.
• Keeping department members informed in regards to itinerary, events, programs and schedules, training sessions and rehearsals, etc.
• Perform guest social duties in various public outlets and areas.
• Interacting with guests, showing interest in guest’s conversation, applying discretion at all times and following up if appropriate.
• Being actively involved in all shipboard activities.
• Acting as Master of Ceremony for social events if requested by Cruise Director.
• Supervising and organizing private events as per guests’ requests (private cocktails, etc.)
• Assisting other department’s operations and activities if needed (i.e. immigration inspection, check in, ships visitors, ship tours, tour guides for shore excursions, etc.).
• Assist the Cruise Director in building and maintaining trust and excellent relationship amongst the Cruise Staff.
• Assist the Cruise Director in regards of the appraisals, by providing fair and accurate comments based on individual performance log, job description and by recognizing top performers and crew in needs of additional training.
• Constantly follow company policies and procedures.
• Always optimize working hours of the Cruise Staff under her/his supervision.
• Flexible and pro-active when facing unexpected event or situation.
• Always protect company interests, assets & properties.
• Perform other related duties as assigned or as directed.

.3 Safety & Compliance

• Must be familiar with the Safety and Environmental Protection Policy and the SEMS, and carry out the policies and procedures appropriate for his/her position.
• Assist the Supervisor in maintaining at all time and healthy and pleasant working environment in his/her department.
• Always follow time keeping rules.
• Fully comply with safety duties.
• Strictly follow company code of conduct and safety regulations.

GRM role:

409.0 Guest Relations 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 Customers

• Actively interact with guests in order to identify expectations and needs and fulfill them before they turn into an issue
• Effectively handle any guest complaints that may occur during service, suggesting solutions and alternatives to guarantee effective guest recovery,
• Ensure that all guests’ requests and concerns are responded to promptly.
• Ensure that Reception staff greets and smiles at guests.
• Constantly displays welcoming and approachable demeanor.
• Follow instructions received from direct Supervisor or any higher ranked officer.
• Make sure that best quality of service is provided at all time to guests & through this helps to achieve the goal for the reception scores in the guest comment cards.
• Constantly display a positive and can do attitude.
• Communicate and interacts at all time in a friendly, professional and courteous manner with guests and colleagues.
• Strictly follow and reinforce the company grooming policy.
• Keep in mind that guests always come first.
• Greet and smile at guests and crew.
• Always ready to go the extra mile.

.2 Organization & management

• Oversee that guests special wishes and preferences are taken care of and communicated to other departments
• Assist with guest billing and credit card registration.
• Book future cruises and administers future cruise credits
• Sell onboard upgrades of cabins to guests
• Provide personalized service by providing and/or organizing guest invitations for dinners, cocktail parties, events, etc.
• Resolve guest concerns immediately and/or refers to the respective department head.
• Prepare a cruise report which includes an embarkation summary, guest complaints and other issues dealt with during the cruise
• Follow up on finding lost luggage and prepares related reports and documentation.
• Oversee passenger check-in procedures during embarkation
• Maintain and administers all required paperwork for guests
• Administer Fidelio in relation to guests accounting and lists.
• Administer guest credit vouchers and special embarkation delivery requests
• Oversee all printed matter distributed to and printed for guests.
• Prepare port arrival and departure manifests.
• Prepare and updates guest manifests
• Oversee clearance formalities in conjunction with the Agents.
• 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).
• Administer the distribution and processing of the guest comment cards.
• Prepare reports related to the guest comment cards.
• At embarkation/registration obtains cruise tickets, passports and all other required documentation
• Supervise the preparation of guest boarding passes.
• Provide training for Reception Desk personnel.
• Develops goals that are, not only, achievable but also compatible with company objectives.
• Provide efficient and courteous service to each guest while supervising the Receptionists at the Reception Desk.
• Take corrective action as required to address issues discussed.
• Answer questions about shipboard matters, ports of call and cruise
• Maintain reception area to ensure that it is presentable, clean and orderly at all times.
• Requisition new working tools and equipment as needed.
• Maintain security of reception area by limiting access to authorized personnel.
• Provide cash exchange for guests
• Assist the Receptionists with check-in and check-out duties concerning guests, including but not limited to, payment of accounts, registration credit cards and passports.
• Prepare the Reception and Printshop working schedule.
• Ensuring that reception team is knowledgeable regarding ships facilities, daily activities, port of call, etc….
• Maintain and administers all reports and logs held at the Reception Desk:
• Administer and follows up on all issues in the Reception Log
• Administer lost and found at the Reception Desk
• Administer and follows up on guest maintenance requests
• Administer and follows up on complaints and property damage
• Maintain ongoing training and development to help each of his team members to become more effective.
• Provide fair & constructive performance review to crew members, based on their performance log, job description.
• Lead by example.
• Take full ownership of his working area.
• Maintain a good line of communication with all HOD’s and Managers.
• Be pro-active and flexible in handling unexpected event.
• Able to use sound judgment when dealing with Guests & Crew.
• Constantly follow company P&P.
• Perform other related duties as assigned or as directed.
• Always display a can do attitude.
• Always protect company interests, assets & properties.

.3 Safety & compliance

• Must be familiar with the Safety and Environmental Protection Policy and the SEMS, and carry out the policies and procedures appropriate for his/her position.
• Constantly monitor the ILO.180 for compliance by providing guidance, coaching and addressing immediately the non-conformances.
• Maintain at all time and healthy and pleasant working environment in his/her department.