Receptionist - Saga Cruises

Receptionist

YOUR ROLE:

The Receptionist assists in providing a personalized, high standard and welcoming front-desk service, 24 hours a day, 7 days a week.

MAIN DUTIES AND RESPONSIBILITIES

Required to provide a positive first impression to every guest and where possible aims to recognize them by name.

Maintain positive guest relations at all times.

Process all guests at embarkation according to company standards to include check-in, collecting passports/other documents and issue boarding cards.

Keeps and maintains accurate records of discussions/correspondence with guests and communicates all complaints onboard to Guest Services Director.

Assists in carrying out administration for the vessels Customs and Immigration clearances along with ship’s documentation when entering/leaving Port.

Assists in organizing the preparation and processing of all administrative requirements for guests throughout the voyage such as embarkation/disembarkation activities, preparation and completion of guests billing and settlement of accounts.

Maintains a prompt telephone answering service and switchboard.

Make announcements on the PA system as required.

Manages wake-up calls for guests.

Carries out cash transactions required by guests including but not limited to traveller’s cheques, currency exchange, gratuity adjustments and settlement of accounts.

Responsible for the balancing of their cash fund daily – shortages are the individual’s responsibility.

Receive and inventory lost and found items and maintain a log of all found items and report of lost items.

Ensure the Front Desk area is kept clean, presentable and in an orderly manner at all times.

Prepares and updates Berthing lists, Gift orders, special notes/requests and Guest lists for premium guest events.

Provides information and general assistance to all guests when required.

Be familiar with all cruise services/features to respond to guest inquiries accurately.

Updates passenger manifest with Guest accommodation changes, Guests joining mid-voyage, special assistance requirements, special requests (birthdays etc.) etc. and informs Clearance Officer of same.

Coordinates routine paperwork through Hotel department as required including Guest comments and scores.

Coordinates routine Guest communications including Britannia Club, debark arrangements, etc.

Ensures that all equipment for check-in is properly prepared and ready for embarkation.

ADDITIONAL RESPONSIBILITES:

Attends passenger functions as required by Head of Department.

Partake in inspections, trainings and meetings as required by Head of Department.

Ensures that the set standards are kept, and staff members work according to their respective job descriptions.

SKILLS REQUIRED:

Previous experience as Receptionist/Help Desk Assistant role.

Skills in accounting and administration.

Experience of working in a quality customer service area.

Passionate about people and able to handle guest complaints with a smile!

All certificates as required by the STCW code for this position.

Good command of the English Language

SAGA BEHAVIOURS:

We help to create and maintain the strong Saga culture of ‘Better than ever’ and ‘Nothing is too much trouble’

We believe that our greatest assets are our people, those who serve and those whom we serve

We lead by example by always following Company safety rules and procedures and taking care of the Health and Safety of ourselves, colleagues and our guests

We are encouraged to report all accidents, ‘near miss’ incidents and work-related ill health conditions to our manager

We use work equipment, personal protective equipment, chemicals, and safety devices efficiently and correctly

We take an active part in the operational and departmental training we receive and suggest ways of reducing risks

We engage with our guests and seek advice when unsure of how to ‘do the right thing’

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.” The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.