German speaking Receptionist for Silversea Cruises

V.Ships Leisure is looking for German speaking Receptionist on behalf of Silversea Cruises.
Responsible for delivering high quality, individualized and technically excellent guest services whilst complying with any Company Policies and towards a goal of achieving total guest satisfaction.
Reporting to the Guest Relations Manager with a dotted line to the Senior Receptionist on all mid to large sized vessels. Functional reporting to the Financial Officer for cash handling and financial responsibilities.

Key Responsibilities

• Responsible to provide exceptional guest services at the reception desk.
• Assists with and coordinates guests needs and requirements ensuring that all are met and the needs of the guest are observed in the delivery of the highest possible service.
• Ensures that all guest requests, enquiries and complaints are responded to immediately and are followed up on efficiently and to the guests satisfaction. Proactively demonstrating sincerity and hospitality in all guest interactions.
• Provides information to guests about any aspect of the Silversea product – on the telephone and in person, positively preserving the integrity and image of the Company and its affiliations.
• Displays a full and comprehensive knowledge of the ships facilities, ports of call and services.
• Acts as a continual source of help, assistance and information to all guests.
• Maintains a high level of communication and feedback with the Guest Relations Manager as well as other departments around the ship.
• Constant manning of the Reception Desk.
• Operates the ship’s switchboard using best telephone etiquette.
• Receives and records lost property.
• Assists the Guest Relations Manager and Financial Officer as required with general reception and administrative duties, in a professional manner.
• Provides appropriate communication to non English speaking guests in the relative language, including minor translations.
• Prepares invitations, letters, personalized stationery, boarding passes/suite keys.
• Prepares gift order cards, slips and cards for shipboard credit as well as posting of gift orders and shipboard credits.
• Assists guests with financial transactions (cash payments, traveler’s checks; foreign currency exchange, credit cards and cash advances) balancing all cash handling with the Financial Officer at the end of the cruise.
• Provides guests with a foreign exchange service.
• Provides assistance to the Guest Relations Manager on the proper assembly of data for the disembarkation chart and guest contact details.
• Prepares and distributes maintenance repair orders and updates maintenance log accordingly, ensuring that repairs are accomplished in a timely manner.
• Assists the Guest Relations Manager with the proper follow up of guest incidents, including appropriate documentation of the guest recovery actions, updating the guest recovery log.
• Interacts with management and fellow crew members on a regular basis to ensure that all necessary assignments are completed satisfactorily.
• Obtaining and handling shore concierge inquires in the event that the shore concierge desk is closed.
• Provides basic information about the ports of call: shuttle schedules, tour departure times, maps and ship’s terminal facilities.
• Positive and efficient management of the daily duties at the Reception Desk, to include but not limited to:
• RSVP of invitations.
• Mailing service.
• DVD/CD rental.
• Preparation of newspaper list and newspaper deliveries.
• Restaurant reservations.
• Wake up calls.
• Preparation of the guest manifest, guest picture lists and appropriate distribution to the departments.
• Embarkation and debarkation duties as required.
• Accepts room service orders ensuring appropriate dispatch with the room service team.
• Registers guest credit cards or other payment methods to guest accounts.
• Sends credit card registration reminders to those guests that did not register one.
• Ensures that a sufficient amount of printed material is available at all times.
• Responsible to ensure that there are zero errors in all accounting and financial procedures.
• Presents a seamless check in experience for our guests, creating a positive first impression by collecting passports and processing guests at the reception desk.
• Prepares and collects requisitions for consumable items required for the reception team.
• Answers medical emergency calls, providing a fast and appropriate response.
• Answers security threat calls, providing a fast and appropriate response.
• Adheres to departmental standards, specifications and work routines.
• Follows up on special departmental daily side duty assignments.
• Respects all guests privacy and does not discuss guests private information with colleagues or other guests.
• Assists with regular inventories of guest relations department equipment.
• Regularly monitors customer satisfaction and assumes personal responsibility to ensure it, taking prompt and efficient action to rectify any issues. Guest satisfaction being measured on a cruise by cruise basis by guest rating scores.
• Properly and carefully uses ship equipment and truthfully reports faulty or broken equipment. Monitors repair progress with supervisor until repaired.
• Strives to minimize breakage and wastage and follows proper procedures when disposing of garbage.
• Displays cost and quality awareness.
• Assists managers and supervisors with the training and induction of new personnel.
• Proactively responds to issues or potential problems quickly and efficiently involving relevant people as required. Communicates any challenges, complaints or service difficulties to immediate supervisor.
• Attends all training sessions with the aim to further improve his/her level of performance.
• Completes a 40 hour training period of Night Reception duties and once successful, takes over the night shift for an approximate period of one month, to occur once or at maximum twice in their contract depending on the vessel size and the number of other trained receptionists
• Displays a thorough knowledge of the ships daily activities to be able to advise the guests.
• Confidently and professionally engages with guests, using the guest names at all times.
• Adherence to the Company’s code of conduct at all times.
• Practices preventative maintenance.
• Practices good administrative housekeeping.
• Provides administrative support to the guest relations department when required.
• Ensures confidentiality when handling sensitive information.
• Maintains that the reception area is kept clean and tidy at all times.
• Adheres to Standard Operating Procedures set forth by the Company, and is accountable for such practices.

Education/Experience/Qualifications:

• Valid STCW certification.
• Recognized hotel qualification.
• Preferably 2 years experience in a similar position at an International 5 star establishment.
• Basic accounting knowledge.
• Must be a strong administrator.
• Physically and medically fit.
• Moral integrity is required.
• Excellent fluent English (verbal and written). English is the working and safety language on board Silversea vessels. This also includes the ability to give and receive instructions in verbal and written forms and to effectively and efficiently engage with guests and crew members. Advanced language skills in one of German, French or Italian are highly desirable

About Silversea

Silversea is the defining name in luxurious cruise travel, distinguished in the ultra-luxury market by its elegant, all-suite ships, all-inclusive pricing, worldwide itineraries and genuine hospitality. Silversea is proud of their reputation as the "World's Best" cruise line and seeks individuals who take personal pride in their work to join their award-winning staff. Silversea understands that their employees are their greatest asset and are committed to investing their resources in recruiting the very best. If you would like to work for one of the most respected organisations in the travel industry, "World's best cruise line" Silversea invites you to explore their current career opportunities.