GUEST SERVICE AGENT

A great opportunity has arisen to work onboard cruise and river ships as Guest Service Agents  . The selected candidate will need to provide guests with friendly, personalised front-desk service, including concierge services, 24 hours a day. This includes, but is not limited to, maintaining high standards and consistency of outstanding customer service and monitoring of all Guest Services-related tasks.

JOB RESPONSIBILITIES
• Being the centre of information for all guests
• Responsible for transactions of all on board sales
• Operation of phone switchboard, cashless system and safety system
• Full understanding of guest information system and guarantee of its smooth operation
• 24 hours Concierge Services
• Organisation and planning of embarkation / disembarkation of guests
• Preparation and execution of a smooth check-in and check-out
• Read and update the logbook daily and take action accordingly
• Check guest manifests and special request lists for all arriving guests
• Ensure that all guest complaints received are either settled immediately or referred to the relative party for follow up. Guest to be promptly advised of all actions taken
• Prepares the guest lists, party invitations, menus, and special notes from the ships management
• Assist management with any guest medical disembarkations
• Coordination, confirmation and assistance with guests’ departure arrangements and other travel connections, such as flight changes
• Organising guest information documents (city maps / brochures / handouts)
• Assistance with coordination and dispatching of shore excursions
• Ability to effectively deal with internal and external customers, some of whom will require patience, tact and diplomacy, collect accurate information and ability to resolve conflicts efficiently.
• Outstanding flexibility: must be able to work alone, in different shifts (daytime or night-time) as scheduled by the management, under pressure and reflect at all times, even under difficult conditions, a positive can-do attitude and portraying the best image of the company.
Product Knowledge
• Entering and controlling of guest checks into IT systems
• Become knowledgeable about all itinerary-related ports of call and shore excursions
• Production of the daily program
• Update of onboard Information system
• Knowledgeable in computer systems, such as Microsoft Word, Excel and PowerPoint and other specific onboard programmes.
Security
• Full knowledge about safety & security procedures, participations in all training concerning safety & security, fire prevention, evacuation exercises as required by the company
• In the night shift: hourly fire, safety and security patrols
• Is able to raise the internal alarms correctly

JOB SPECIFICATIONS
• High-school diploma / secondary level education required
• Diploma/Degree with hospitality focus considered an asset
• Minimum of 2 years’ experience required in a cruise line job or high standard hotel in a similar position, Front Office department
• Must be able to deal correctly with confidential information, be discrete
• Must be well-groomed and maintain impeccable hygiene standards
• Extensive walking required and ability to stand on feet for a long time
• Hours may vary based upon organisational needs and operational demands
• Guest-focused, service-oriented, positive personality and professional appearance
• Flexible and stress-resistant, team player, shows commitment
• Relative accounting and administration skills
• Fluent in English - must be able to address any kind of information in an adequate manner with excellent oral & written English communication skills. Other languages are an asset.