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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
郵輪客戶服務專員展現個人魅力與解決疑難雜症的能力,快速有效處理郵輪旅客面臨大小問題,不論是旅遊情緒、其他服務人員、郵輪設備、郵輪活動等各種相關問題,旅客習慣第一時間找客服處理,如何善用其他部門的協助,如何馬上安撫客戶情緒,如何在緊急事件發生時危機處理等,就考驗著客戶服務專員的能力,更重要的是,透過貼心服務,提高客戶滿意度,讓客戶年年訂你家的郵輪。
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.
Qualifications:
  • 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