Guest Relations Officer- Apply direct -jobcruiseship@911shipjobs.com
25
Number of vacancies
Detailed Job Description
Start you new carrer now
Start you new carrer now
Category
3rd Purser Type
Cruise Line Location
Ocean
ESSENTIAL DUTIES & RESPONSIBILITIES
Provides all services of the Front Office Desk; including, but not limited to: lost luggage,stateroom changes, lost and found service, printing and issuing guest cruise cards, and
broadcasting ships announcements.
3 Answers inquiries pertaining to Front Office services and general information. Responds to guest concerns in a considerate, professional and positive manner by showing empathy and listening actively. Takes ownership of guest concerns, by following-up and ensuring complaints are resolved to the guest’s satisfaction. Maintains Guest Resolution Log.
Maintains knowledge of all ship’s regular events and special functions by reviewing all available sources (vessel’s daily newsletter, etc) in order to provide guests with accurate information to answer questions and handle special requests.
5. Registers guests for a variety of functions and/or services such as Captain’s Club parties, tuxedo rentals, as well as assist with the disembarkation procedure requests.
6. Sells and maintains inventory of certain items at the Front Office Desk, such as menus, robes, cookbooks, etc.
7. Understands the Safety & Quality Management Program, and his/her responsibilities in the Safety Organization according to the Emergency plan and Station Bill. Must be available, capable and ready to act in the event of an emergency.
8. Is aware of, and/or acquires the necessary knowledge to comply with the ship’s standard operation, in order to assist guests and CFMs with inquiries.
9. Attends meetings, training activities, courses and all other work-related activities as required.
10. Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the shipboard employee occupying this position. Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management
QUALIFICATIONS:
Minimum of one (1) year hospitality management experience in an upscale hotel, resort or cruise line (shipboard experience preferred).
Completion of high school or basic education equivalency required.
? Bachelor’s degree in hospitality management, business administration or related field from an accredited college or university or the international equivalent preferred.
? Very strong management skills in a multicultural and dynamic environment.
? Very strong communication, problem solving, decision making, and interpersonal skills.
? Superior customer service, teambuilding and conflict resolution skills.
? Knowledge of the principles and processes for providing personalized services including needs assessment techniques, quality service standards, alternative delivery systems, and guest satisfaction evaluation techniques.
? Advanced computer software skills required, including Microsoft Excel.
? Possess a good understanding of numbering flow “Debits/Credits”, adjusting entries and corrections.
? Possess an understanding of all documentation and Immigration and Customs procedures for embarking/disembarking guests.
Language Requirements:
? Ability to speak English clearly, distinctly and cordially with guests.
? Ability to read and write English in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.
? Ability to speak additional languages such as Spanish, French or German preferred
If interested you may apply via portal direct, or we look forward receiving your resume via email:
jobcruiseship at 911shipjobs.com
***
Provides all services of the Front Office Desk; including, but not limited to: lost luggage,stateroom changes, lost and found service, printing and issuing guest cruise cards, and
broadcasting ships announcements.
3 Answers inquiries pertaining to Front Office services and general information. Responds to guest concerns in a considerate, professional and positive manner by showing empathy and listening actively. Takes ownership of guest concerns, by following-up and ensuring complaints are resolved to the guest’s satisfaction. Maintains Guest Resolution Log.
Maintains knowledge of all ship’s regular events and special functions by reviewing all available sources (vessel’s daily newsletter, etc) in order to provide guests with accurate information to answer questions and handle special requests.
5. Registers guests for a variety of functions and/or services such as Captain’s Club parties, tuxedo rentals, as well as assist with the disembarkation procedure requests.
6. Sells and maintains inventory of certain items at the Front Office Desk, such as menus, robes, cookbooks, etc.
7. Understands the Safety & Quality Management Program, and his/her responsibilities in the Safety Organization according to the Emergency plan and Station Bill. Must be available, capable and ready to act in the event of an emergency.
8. Is aware of, and/or acquires the necessary knowledge to comply with the ship’s standard operation, in order to assist guests and CFMs with inquiries.
9. Attends meetings, training activities, courses and all other work-related activities as required.
10. Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the shipboard employee occupying this position. Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management
QUALIFICATIONS:
Minimum of one (1) year hospitality management experience in an upscale hotel, resort or cruise line (shipboard experience preferred).
Completion of high school or basic education equivalency required.
? Bachelor’s degree in hospitality management, business administration or related field from an accredited college or university or the international equivalent preferred.
? Very strong management skills in a multicultural and dynamic environment.
? Very strong communication, problem solving, decision making, and interpersonal skills.
? Superior customer service, teambuilding and conflict resolution skills.
? Knowledge of the principles and processes for providing personalized services including needs assessment techniques, quality service standards, alternative delivery systems, and guest satisfaction evaluation techniques.
? Advanced computer software skills required, including Microsoft Excel.
? Possess a good understanding of numbering flow “Debits/Credits”, adjusting entries and corrections.
? Possess an understanding of all documentation and Immigration and Customs procedures for embarking/disembarking guests.
Language Requirements:
? Ability to speak English clearly, distinctly and cordially with guests.
? Ability to read and write English in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.
? Ability to speak additional languages such as Spanish, French or German preferred
If interested you may apply via portal direct, or we look forward receiving your resume via email:
jobcruiseship at 911shipjobs.com
***