Yacht Club Guest Service Agent (English & German - speaking)

Description
Venues - MSC Yacht Club / Concierge

Accommodation - Shared

Contract duration - 7 months

Main Function

Yacht Club Guest Service Agent is responsible for providing personalized, discreet and high-quality guest service within the MSC Yacht Club, ensuring an exceptional luxury hospitality experience from embarkation to disembarkation.

Acts as a welcoming and knowledgeable point of contact for Yacht Club Guests, anticipating their needs, handling requests and concerns, providing accurate information and coordinating with other departments to ensure a seamless and memorable experience.

Qualifications

• Fluent spoken and written English.
• Fluency in at least three additional European languages such as Italian, Portuguese, German, Spanish or French is required. Mandarin is considered an advantage.
• High School certificate or equivalent.
• Previous experience as a Guest Service Agent, Receptionist or Concierge in a luxury hotel, resort or international cruise ship.
• Previous experience in a luxury hospitality environment with high standards of personalized Guest service.
• Excellent communication and interpersonal skills with a warm, professional and welcoming personality.
• Strong customer care and problem-solving skills, with the ability to handle Guest requests and complaints with discretion, diplomacy and efficiency.
• Impeccable grooming and professional appearance.
• Ability to work effectively in a multicultural and fast-paced environment.
• Knowledge of reservation, check-in/check-out and Guest account management procedures.
• Knowledge of Fidelio or similar Guest Service / Property Management systems is an advantage.
• Proficient use of Microsoft Office is an advantage.

MAIN RESPONSIBILITIES

1. Welcomes MSC Yacht Club Guests with a warm, professional and personalized approach, creating a positive first impression and making Guests feel valued and recognized.
2. Provides personalized assistance and information regarding onboard services, facilities, activities, itineraries and shore experiences.
3. Anticipates Guest needs and proactively provides assistance to ensure a seamless and exceptional Yacht Club experience.
4. Answers telephone calls and responds to Guest requests promptly, professionally and courteously.
5. Handles Guest enquiries, special requests and concerns with discretion and follows up to ensure appropriate resolution.
6. Coordinates with the Butler, Concierge and other shipboard departments to fulfill Guest requests and personal preferences.
7. Assists with reservations and arrangements for restaurants, excursions, entertainment, onboard services and other Guest activities as required.
8. Performs check-in, check-out and other administrative procedures related to Yacht Club Guests when required.
9. Handles Guest account-related activities and financial transactions accurately, including cash deposits and credit card transactions when applicable.
10. Maintains accurate records and performs all required administrative tasks in accordance with company procedures.
11. Uses Fidelio, reservation systems, Microsoft Office and other electronic systems required for the efficient delivery of Guest Services.
12. Handles Guest complaints promptly and professionally, taking appropriate action and escalating matters to the relevant Supervisor or Manager when necessary.
13. Maintains a thorough knowledge of MSC Yacht Club services, facilities, ship information and itinerary in order to provide accurate and confident assistance.
14. Maintains the highest standards of personal grooming, professional conduct, confidentiality and Guest care at all times.
15. Works closely with the entire MSC Yacht Club team to maintain the exclusive, personalized and luxury service standards expected by Yacht Club Guests.