Job Details

Key Responsibilities

• Consistently supervises and supports Guest Services Officers understand how best to use hotel systems and other available tools; regularly enhances their knowledge of the product. Ensures staff understands and adheres to all Hotel Policies & Procedures at all times.
• Supervises and ensures all Guest Services Officers understand and demonstrate their commitment to the ideals of the CRUISE program and Core Values.
• Ensures all Guest Services Officers thoroughly comprehend and adhere to all Hotel Policies & Procedures at all times.
• Ensures all Guest Services Officers fully understand all Company financial controls and procedures relevant to their position.
• Regularly ensures the Guest Services Officers maintain an accurate float and correctly settle shipboard accounts by accepting payments made by credit card, travelers check, or cash per Hotel Policies & Procedures.
• Assists the Guest Services Manager in scheduling Guest Services Officers to optimize the use of resources and ensure guest service standards are maintained without fail.
• Assists the Guest Services Manager and Guest Services Director in ensuring that all Guest Services Officers thoroughly guest service and product knowledge training provided, and receive updated training regularly.
• Ensures all guest complaints and Hotel defects are accurately documented per Hotel Policies & Procedures. Constantly analyzes the Guest in Focus report and escalates issues to the appropriate parties without delay.
• Ensures Guest Services Officers take ownership of each complaint or defect report they have recorded, follow up with the guest in question, include specific details of the resolution when updating the guest in Focus file, and keep the Guest Services Manager and Guest Services Director informed at all times.
• Conscientiously assists the Guest Services Manager in developing routines to ensure staff gain experience in a variety of positions; willingly provides assistance as requested for embarkation, disembarkation, etc.
• Assists the Guest Services Manager and Guest Services Director to resolve lost-luggage reports without delay; assists the Guest Services Manager in providing the guest with regular updates while always adhering to Hotel Policies & Procedures.
• Maintains current, accurate knowledge of public health standards. Assists the Guest Services Manager in promptly helping coordinate onboard resources and the response in case of any outbreak situations necessitate increased sanitation levels.

Skills, Knowledge & Expertise

• Graduate of a recognized hotel or business school or 2-year experience as Front Desk Supervisor or Assistant Manager.
• Cruise ship experience is strongly preferred.
• Proficiency in the use of Front Desk computer-based programs and excellent knowledge of M/S Office.
• Excellent command of the English language, both verbal and written.
• Knowledge of additional languages is strongly preferred.
• Fantastic attitude and a natural love and ability for dealing with complex issues in a guest facing environment.
• Understanding of the foundation of guest service; ability and willingness to deliver outstanding service to our guests.
• Motivation to excel in all aspects of job duties and responsibilities.
• Personable communicator with outstanding social skills and a warm, friendly, and caring personality.
• Ability to continuously surprise and delight guests throughout their cruise experience.
• Commitment to establish and maintain courteous and professional working relationships in a diverse cultural environment.