Guest Services Officer
Job Title: Receptionist/ Guest Relations Association/ Guest Services Officer
Reports ToGuest Relations Assistant Manager/ Guest Relations Association Manager.
Position Grade:  Stripes
Department: Guest Relations/ Guest Services Department
Manger's Title: Guest Relations/ Guest Services Manager
Monthly Salary Range: USD$ 1400~1800
(Accurate Salary will be noted once the candidate officially hired)
Job Overview
The guest service associate takes care of the customers by personally attending to their requests and resolving their issues or concerns in a professional manner. He/she is responsible for ensuring all guests experience a fun and memorable holiday. Thus, he/she is responsible for offering a friendly, prompt, attentive, courteous and personal service in a professional environment supported by his/her excellent hospitality skills.

Responsibilities and Duties include (but are not limited to)
  • Plays a key role in being the first impression for the brand and our guests.
  • Consistently delivers fun, memorable vacations to our guests.
  • Gives outstanding services to the guests, greets them in a friendly manner and interacts with them in a positive way
  • Maintains up to date knowledge on the current activities that are being offered and make sure that this information is conveyed to the customers in an effective way
  • Uses a positive and clear speaking voice
  • Takes the time to understand all requests in detail
  • Be a determined and focused performer in a team of empowered Guest Services professionals who will strive to deliver focused and extraordinary customer service.
  • Maintains service and hospitality standards to all guests by extending information as warranted and following up on requests as needed.
  • Works with the scheduled Front Desk shifts
  • Ensures that all the registration and check in procedures have been followed as per the given standards
  • Provides cash and guest account services at the Guest Services desk such as accepting cash payments, cashing personal or Traveler’s checks or exchanging foreign currencies.
  • Registers guests for sail/sign program and sail/sign windows in a manner consistent with established policies and procedures.
  • Logs all complaints and concerns from guests into the onboard incident report. Follows up with guests to ensure maximum guest service.
  • Provides guest with accurate information on all shore excursions provided by company.
  • Be outgoing & project a friendly & fun demeanor at all times. We sell fun & smiling and friendliness is paramount to any shipboard position.
  • Performs all other duties as assigned by Managers or Chief Purser of First Purser.
  • Ability of working 7 days a week.
  • Performs other related duties as assigned or as directed. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.
  • Must be familiar with the Safety and Environmental Protection Policy and the SEMS, and carry out the policies and procedures appropriate for his/her position.
  • Experience
    • Minimum of one year experience in hospitality or guest service position is preferable.
  • Education level:
    • High school diploma or foreign equivalent is required.
    • Associates degree or foreign equivalent is preferred.
  • Specific skills & Knowledge
    • Ability to work effectively in a multi-tasked, fast paced environment.
    • Being comfortable working in pressure situations
    • Familiarity with hospitality industry standards
    • Ability to deal with a diverse range of people and help in resolving their issues in a calm and quiet manner
    • Proficiency in English; knowledge of additional languages is a plus
    • Computer literacy
    • A customer-oriented and professional attitude
    • Outstanding communication abilities
    • Excellent organizational and time-management skills
    • Adapting to the changing conditions and keep himself/herself updated with the current knowledge in the cruise
    • Ability to operate basic office equipment, including telephones, computers and copy machines.
  • Language:
    • Ability to speak English clearly, distinctly and cordially with guests. 
    • Ability to speak additional languages such as Chinese, Spanish, French, German, Italian or Portuguese preferred.
  • Personal characteristics
    • Be very self-motivated, upbeat and energetic personality
    • An outgoing personality
  • Physical abilities : Must meet all physical requirements, including the ability to participate in emergency life-saving drills and required training
  • Career Prospects:Guest Relation Assistant Manager/ Guest Relation Association Manager