Social Welfare Host, Marella Cruises (On Board Role) 6 Month Fixed Term

We’re currently looking for a dynamic, professional and enthusiastic individual who possesses passion and flair for delivering extraordinary customer service.

The Social and Welfare Host role is set in a fast paced environment onboard the Marella Cruises fleet and is a key role onboard.

It’s all about the guests. As Social and Welfare Host you’ll champion the guests at every stage of their holiday. Whether is giving an individual that special care and attention or organising an event for many guests – it’s your job to make sure they Discover their smile.

This is a 6 month Fixed Term Contract.

What you will be doing

EVENTS
As Social and Welfare Host you’ll be organising and attending a number of events which take place onboard. These events include but aren’t limited to, ceremonies for guests renewing their vows, sail away events, guest loyalty gatherings, Senior Officer hosted tables and solo traveller gatherings. There may be other events which you’ll be responsible for, these could include celebrating a special occasion and recognised public holidays (Christmas, New Year, Valentine’s Day, Easter etc…). For all event planning you’ll liaise with a number of Senior Officers and department managers from the Deck, Technical and Hotel departments. You’ll also be responsible for organising and leading tours of the Bridge and ship. As well as attending Plaque Ceremonies with the Captain and Port Officials in new ports of call

CUSTOMER CARE
As the Social and Welfare Host you’ll be the main contact for guests with additional support needs. You’ll be expected to advise on suitability and accessibility of excursions, ports of call and getting around the ship. You’ll work closely with the onboard Medical Team and Security Officer if in the instance guests become ill or injured. You’ll escort guests who are referred to hospitals and clinics ashore whilst following the protocols and procedures for reporting all illnesses, injuries and incidents as per the company policy.
Ensure daily follow up of all passenger welfare following any illness/incident and complete all necessary administrative reports and paperwork in a timely manner ensuring a smooth handover of information to head office, resort office, and insurance companies as necessary. Your responsibilities will incorporate communicating with guests who have dietary and any other onboard.

CELEBRATION PACKAGES
Marella Cruises offer guests various Celebration Packages and ship specific tours; as the Social and Welfare Host you’ll be tasked with achieving revenue targets by sales through service and organising the delivery of the packages to the guest. You’ll also oversee and arrange the delivery of pre-booked celebration packages as well as the charging and tracking of how much you sell each cruise.

ADDITIONAL DUTIES
As Social and Welfare Host you will also be involved in other duties such as embarkation and disembarkation assistance, tender duties, weekly guest and crew muster drills and any other ad hoc duties as directed by the Guest Relations Manager.

You will generally be working in a rotation pattern of 5-6 months on with 8-10 weeks off and flexibility is key

What we are looking for

• Previous overseas representative, cruise industry or customer service experience essential.
• Excellent interpersonal skills with an enthusiastic and positive manner.
• Strong administrative, PC and organisational skills.
• Must be able to work under pressure and meet deadlines.
• Resilient and flexible approach with the ability to respond to customer and company needs.
• Ability to thrive in a team environment with crew of different nationalities.
• Excellent communication skills – both verbally and from an IT perspective.
• Superior problem solving and complaint handling skills.
• Decision making
• Valid medical certificate ENG1 or equivalent (can be arranged upon successful application)
• Safety certification – STCW & Crowd Management (can be arranged upon successful application)

Working within TUI group

Be Yourself… Be Unique!  TUI’s more than a brand, it’s who we are.  Trusted – Unique – Inspiring.

We’re the leading tourism business with diverse customers and over 67,000 employees. Together, we embrace different continents and cultures.  We believe travel broadens the mind. Just like our customers, we’re on a journey, of development towards a more digital, connected and integrated future. But we haven’t arrived there yet.  We believe that differences drive innovation and we’re encouraging an environment where diverse talent thrives. Inclusion is fundamental to everything that we achieve and it’s our unique colleagues that will shape the future of travel.

The TUI Group includes our unique hotel portfolio, our cruise ships, our own aircraft, tour operators, travel agencies. TUI is the UK’s largest tour operator with key brands including TUI, First Choice, Marella Cruises and Crystal Ski Holidays. Our airline is the country's third largest with 62 aircraft operating to over 88 destinations in 30 countries. We have a team of more than 10,000 employees serving over 5.5 million customers each year. 

*Please note should you be successful for this role your employment company will be Crew People International Ltd (CPIL), this role is working on board Marella Cruises.

How to apply

Apply online, we just need a few details from you and your CV.