Guest Services Officer (Shipboard)

Department: Guest Services

Employment Type: Fixed Term Contract

Reporting To: Assistant Guest Services Manager

Description

The Guest Services Officer is the first point of welcome for all guests of The Ritz-Carlton Yacht Collection. Delivering an onboard and memorable first impression of hospitality, the Guest Services Officers will provide caring, thoughtful and engaging service at all times within the Guest Services Department.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Lady or Gentleman for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice. All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality and Environmental standards.

Essential Duties

1. Responsible for providing exceptional customer hospitality from the Guest Services team. Assists with and coordinates all guests needs and requirements, ensuring that all requests are met, and the needs of the guest exceeded at every opportunity
2. Maintains a high-level of communication and feedback with the Guest Services leadership team to ensure all information is passed on in a timely manner. Ensures a sustainable and consistent approach to manning of the Guest Services desk ensuring coverage at all times for guest information purposes. Assists in the operation of the ship’s switchboard using best telephone etiquette and following The Ritz-Carlton brand standards
3. Assists the Assistant Guest Services Manager with proactive and engaged follow up of guest incidents, including appropriate documentation of the guest recovery actions, updating the guest recovery log where appropriate
4. Presents a seamless check-in experience for our guests, creating a highly engaged and positive first impression. Assists the ground handling team in collecting passports and processing guests in both the terminal and onboard at the Guest Services desk
5. Proactively responds to guest requests or issues as communicated by other departments. Records all issues or potential problems quickly and efficiently involving relevant people as required. Communicates any challenges, complaints or service difficulties to immediate supervisor. Attends all training sessions with the aim to further improve his/her level of performance and eliminate repeat issues reoccurring
6. Ensures the following duties are completed while on night duty: all posts related to guest and employee revenue is posted accurately, prepares end of day reporting, balances Point Of Sales (POS) and Property Management System (PMS) entries for guest and employees with their onboard folio and ensures system, group and other non-personal accounts are charged and balanced as per Standard Operating Procedures. Prepares printed guest communication and other material necessary for the daily operation and assists the Finance team with the preparation of financial reports, system configuration or reset and postings as requested
7. Assists the In-Suite Dining team with accepting orders and ensures deliveries have been executed
8. Monitor the operator and messaging systems in order to assist guests with any queries and concerns.

Qualifications

1. Valid Standards of Training, Certification and Watchkeeping for Seafarers (STCW) and flag certification for the duration of the contract and appropriate to position
2. Possesses a recognized hotel qualification/certification.
3. Minimum of two (2) years’ experience in a similar role at a luxury cruise or luxury hotel property is required
4. Strong communication skills with an outgoing personality and willingness to engage with guests; proficiency in multiple languages is highly desirable with emphasis on French, Italian, Spanish, Portuguese, German, Mandarin, Russian, and/or Arabic 
5. English proficiency level of B2 or above is required
6. Knowledge of accounting principles a plus

• While performing the duties of this job, the employee is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The Lady or Gentleman must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• All Yacht Ladies and Gentlemen must be physically able to participate in emergency lifesaving procedures and drills. Full use and range of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats. Ability to lift and/or move up to 50 pounds.
• All Yacht Ladies and Gentlemen must be able to communicate in the English language 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.