Guest Service Associate Norwegian Cruise Line

POSITION SUMMARY / ESSENTIAL FUNCTIONS

The Guest Service Associate is responsible for providing a variety of services and giving accurate, consistent information to guests in an efficient and courteous manner while maintaining a pleasant and accommodating personality.

• 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
• 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.
• 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.

QUALIFICATIONS / REQUIREMENTS

• 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

REQUIRED ABILITIES / PHYSICAL REQUIREMENTS

•  While performing the essential functions of this job, all team members are required to stand; walk long distances on the ship; use hands to touch, handle or feel; reach with hands and arms; talk, hear, taste and smell. All vessel positions require repetitive motion of bending, climbing, going up and down stairs and lifting more than 25 pounds. This job requires specific vision abilities to include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• All team members must be physically able to participate in emergency lifesaving procedures and drills. All vessel positions require full use and range of arms and legs as well as full visual, verbal and hearing abilities to receive and give instructions in the event of an emergency including the lowering of lifeboats.
• Work within different temperature changes—indoors to outdoors