Senior Guest Services Specialist

Department: Guest Svc

Employment Type: Fixed Term Contract

Description

Provide exceptional service by handling guest calls with professionalism and warmth, assisting with inquiries, requests, and concerns. Perform administrative tasks accurately and share relevant guest information with appropriate departments to ensure seamless follow-up. Consistently exceed expectations and contribute to delivering Seabourn’s signature luxury experience.

Key Responsibilities

As a Senior Guest Services Specialist, you will be a vital part of the guest experience, delivering Seabourn’s signature service with grace, professionalism, and attention to detail. Your responsibilities include:

• Responding to guest calls and inquiries with warmth and efficiency, following Seabourn’s standards.
• Providing accurate and engaging information about ship services, ports of call, and shore excursions.
• Managing guest requests, complaints, and feedback, ensuring timely resolution and follow-up.
• Maintaining detailed records in Siebel and other systems (Call Log, Interaction Log, Aims).
• Supporting restaurant reservations and hosted table RSVPs via SilverWhere.
• Preparing and distributing accurate documentation (Cruise Preparation, Hosting Invites, etc.).
• Personalizing commemorative certificates and managing lost & found via Chargerback.
• Assisting guests with internet services and general administrative support (copying, scanning, mail, etc.).
• Handling embarkation procedures, including check-in and voyage folder preparation.
• Managing cash float for currency exchange and coordinating with the Chief Purser.
• Creating Seabourn Moments by recognizing guest preferences and special occasions.
• Maintaining Seabourn Square to the highest standards of comfort and presentation.
• Executing Global Hess Procedures and other duties as assigned by leadership.

Skills, Knowledge and Expertise

To thrive in this role, you’ll bring a blend of hospitality excellence, technical proficiency, and a guest-first mindset:

• Education: Hotel School Diploma or equivalent preferred.
• Experience: Minimum 2 years in a front desk role within a 5-star establishment; cruise experience preferred.
• Languages: Fluent in English (spoken and written); proficiency in an additional language (Spanish, German, French, or Italian) is a plus.
• Technical Skills: Familiarity with Siebel, Aims, iCafe, Press Reader, Polar, Fidelio, and SilverWhere.
• Personal Attributes:
  • Patient, tactful, and courteous
  • High integrity and confidentiality
  • Well-groomed with a pleasant personality
  • Excellent communication and decision-making skills
  • Ability to work under pressure and adapt to changing schedules
• Physical Requirements: Ability to bend, climb, lift, and perform repetitive motions; must maintain physical fitness.
• Travel & Documentation: Valid passport (6+ months), seaman’s book, marine fitness medical, C1/D visa, and English Marlin test (minimum 80%).

Benefits

• Competitive Salary
• Travel Opportunities to unique expedition destinations worldwide
• Crew Welfare Programs including social events, recreational facilities, and crew enrichment activities
• Training and Development opportunities for career advancement within Seabourn.
• Discounts on future cruises for employees and family members
• Multicultural Work Environment with colleagues from around the world