Guest Service Associate / Reception - onboard cruise ship

GUEST SERVICE ASSOCIATE

The Guest Service Associate is responsible for providing a variety of services and giving accurate, consistent information to guests in an efficient and courteous manner while maintaining a pleasant and accommodating personality.

• Responsible for answering the emergency telephone line and taking appropriate, immediate action.
• Handle guest requests in an effective way by taking ownership of the request then following-up until the matter is finalized to the guest’s satisfaction.
• Fully familiar with the Guest Recovery program and empowered to utilize as needed
• Records significant guest related issues in the daily logbook for shared knowledge and follow-up.
• Answers internal and external telephone calls through the switchboard, taking messages and forwarding them on to the appropriate person.
• Can perform administrative duties in the capacity of assistant to the Concierge that includes manning the executive lounge hospitality desk, following through on regular suite requests, making reservations, contacting guests, etc.
• Can perform administrative duties to assist in ship’s clearance, BAGS program etc.
• Performs other related duties as assigned or as directed. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.
• 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.

QUALIFICATIONS / REQUIREMENTS

• Intermediate to Advanced verbal and written level of English is required.
• Intermediate to Advanced verbal and written level in at least ONE other language such as German, Spanish, French or Italian is preferred.
• Intermediate knowledge of Microsoft Word, Excel and Fidelio is strongly preferred.
• Must have at least six months experience in a similar role for a Hotel/Hospitality establishment or in a Guest Service related position on board ships.

EDUCATION

• Two-year Associates degree or equivalent in Hotel Management and/or Guest Relations from a recognized hotel institution is required.

• 6 MONTHS ON, 8 weeks off
• $1670 USD per month while onboard
• Shared cabin
• English and ONE other language
• Reception, Cash handling, Bookings, Guest complaints

** Please include photo on your CV and check spam/junk email for response**

RECEPTIONIST

*** Front Desk/Receptionist experience in a 4-5 star hotel or onboard a luxury cruise line ESSENTIAL
*** Fluent in English and one of the following languages is a must: French, Spanish, Portuguese, or Italian

POSITION SUMMARY / ESSENTIAL FUNCTIONS

• Commit to the Company’s Core Values – flawless execution, dedication to family & community, spirit of entrepreneurship, financial excellence and environmental stewardship.
• Assume personal responsibility for safety and NCLH’s impact upon the environment.
• Act as central point of reference for shipboard information and services offered to guests;
• Facilitate the flow of information to departments in order to ensure awareness of guest issues and assist in resolving any problems;
• Assist Guests with routine queries and where possible, provide resolution to problems
• Ensuring compliance with policy in accordance with guidelines issued by the Company
• Reports to Assistant Purser / Executive Concierge / Chief Purser (in this order)

Guest Experience

• Demonstrates genuine concern for guests’ wellbeing at all times;
• Acts as a filter for guest complaints or concerns to Concierge;
• Ensures front desk logs and reports are maintained within Company Standards;
• Ensures guest requests are dealt with in a timely and efficient manner and that appropriate follow up is carried out;
• Pro-active approach to problem solving;
• Operational and Administrative
• Attends to guest requests;
• Telephone duties;
• Any administrative duties as required;
• Comment card data entry and other administrative duties as required;
• Embarkation and debarkation duties (guest check-in);
• Ensures sufficient amount of printed matters available at all times;
• Logging guest issues in front desk logs and ensures follow up completed;
• Passes on queries from guests regarding on board account, amenities, shipboard credits flights etc etc;
• Attends front office meetings;
• Compiles with front office meetings minutes and decisions;
• Daily follow-up of all front desk logs;
• Completes end of cruise filing and start of cruise docs are ready in accordance with guidelines from assistant purser
• Performs all other duties as requested by supervisor or as listed in SOP Manual – Front Office;
• Performs all other duties as requested by supervisor
• Finance
• Responsible for setting up guest account, cash payments and guest account queries;
• Providing US Dollars and foreign currency exchange services to guests;
• Providing Cash Advances and Foreign Currency Account Payments to guests;
• Safe Audits daily and foreign currency audits;
• Attending on board gaming activities and preparing final figures and audits;
• Accounting duties as instructed by Chief Purser or Second Purser;
• Answering guests' account queries and follow up on any account discrepancies;
• Follow up on obtaining method of payment and declined credit cards as per Second Purser's instructions.
• Training and Development
• Assists, where necessary, in training new reception staff in front office operations;
• Promotes and Participates in Signature Service Training Program
• Safety
• Monitor the practical application of the Company's policy, procedures and instructions.
• Immediately report to the Master any instances where the vessel is unable or fails to comply with any Company’s policy, procedure, instruction, and any safety, environmental, or security requirement.
• Participate in crew and passenger safety drills according to instructions from ship’s command;
• Comply with company safety and pollution prevention regulations

EDUCATION / QUALIFICATIONS / REQUIREMENTS

• Systems - MS Office Suite, Fidelio Cruise including (but not limited to) modules: Cruise Management, Quick Check In., Micros Fidelio Point of Sale, NVS – Visual Reservation System
• Hospitality Background required;
• Reception and Front Office background required;
• Understanding of the highest level of service;
• Excellent administrative skills;
• Strong leadership skills and practice "leadership by example";
• Outgoing personality, open minded and flexible;
• Ability to work in an international environment;
• Ability to perform well under pressure;
• Excellent appearance and excellent social skills;
• Well organized

• 5 MONTHS ON, 8 weeks off
• $2200 USD per month while onboard
• Shared cabin
• English and ONE other language 
• 5* Reception experience or luxury Cruise Ship 

 ** Please include photo on your CV and check spam/junk email for response**