Guest Service Associate- Norwegian Cruise Line

QUALIFICATIONS, EDUCATION AND ATTRIBUTES

QUALIFICATIONS

• Intermediate to Advanced verbal and written level of English is required.
• Intermediate to Advanced verbal and written level in at least one other language such as German, Spanish, French or Italian is preferred.
• Intermediate knowledge of Microsoft Word, Excel and Fidelio is strongly preferred.
• Must have at least six months experience in a similar role for a Hotel/Hospitality establishment or in a Guest Service related position on board ships.

EDUCATION

• Two-year Associates degree or equivalent in Hotel Management and/or Guest Relations from a recognized hotel institution is required.

ATTRIBUTES

• Customer Service/Guest Relations Oriented and Well Organized
• Proactive, Team Player, Problem Solver
• Passionate about hospitality and customer service driven
• Must have a professional appearance and good hygiene
• Respect for all co-workers and guests
• Pride in your work by creating positive energy, excitement and fun
• Able to work 7 days a week
• Demonstrate positive behaviors; smiling, being polite and courteous
• Able to develop a camaraderie with team members
• Ability to live in close quarters, share limited space with other cabin-mates

ESSENTIAL FUNCTIONS

• Responsible for answering the emergency telephone line and taking appropriate, immediate action.
• Handle guest requests in an effective way by taking ownership of the request then following-up until the matter is finalized to the guest’s satisfaction.
• Fully familiar with the Guest Recovery program and empowered to utilize as needed
• Maintains a cash float for giving change and cashing traveler checks for guests.
• Takes care of lost and found items and the related documentation.
• Records significant guest related issues in the daily logbook for shared knowledge and follow-up.
• Answers internal and external telephone calls through the switchboard, taking messages and forwarding them on to the appropriate person.
• Makes public address announcements as needed.
• Assigned special duties such as Lost & Found, Office Supplies, and Post Cards.
• Can perform administrative duties in the capacity of assistant to the Concierge that includes manning the executive lounge hospitality desk, following through on regular suite requests, making reservations, contacting guests, etc.
• Can perform administrative duties to assist in ship’s clearance, BAGS program etc.
• 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.

DIMENSIONS

• Must be able to oversee and provide quality service for a large passenger vessel that can include from 1,000 to 4,000 guests.
• Must be familiar with all staterooms, facilities, and services available on board.

NATURE AND SCOPE

• Able to handle normal Guest complaints. If a situation becomes more than the Guest Service Associate can deal with, complaints are to be directed to the supervisor on duty.
• Self-sufficient and willing to work on own accord when the night shift is assigned.
• Possesses the ability to relate with Guests and respond in a professional manner to their questions and concerns.
• Trained in time to be able to deal with all duties within the Guest Services Operation including Telephone Operator and night shift.