Suite Ambassador (Shipboard)

Department: Housekeeping

Employment Type: Fixed Term Contract

Reporting To: Assistant Housekeeper

Description

The Suite Ambassador provides impeccable and personalized in-suite services to all guests in their care with the goal of delivering complete guest satisfaction. They are responsible for fulfilling guest requests as they arise, understanding preferences, and anticipating guest needs. This position also ensures the flawless execution of suite dining services for every suite in their section, in accordance with Public Health standards and Standard Operating Procedures. 

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 the cleanliness of the suite, ensuring positive first impressions of the bed, furniture, fixtures, and guest belongings. Additionally, responsible for replenishing all in-suite amenities, minibar, glassware, cutlery, floral arrangements, and executing any other guest requests or preferences in accordance with the Standard Operating Procedures, in partnership with the Suite Attendant. 
2. Prepares the suite on arrival day and maintains it daily according to guest preferences and pre-voyage documentation received from the supervisor. Facilitates familiarization with the suite, equipment, and yacht on arrival day. Informs guests of daily yacht, port, or itinerary-related activities when asked. 
3. Assists guests with packing and unpacking their luggage if the service is accepted upon offering, participates in luggage handling and distribution, and manages the guests' wardrobe during the voyage according to guest requests and preferences. 
4. Coordinates with other departments such as the Concierge Desk and where possible, directly with Food and Beverage on guest dining reservations, requests, preferences and events throughout their voyage.
5. Responsible for the collection and delivery of all guest valet services such as guest pressing, laundry, dry cleaning, and shoe care services.
6. Creates positive and memorable experiences for guests, anticipating their needs and expectations through engaging and genuine conversation and inquiry. Ensures that all guest issues, inquiries, and requests are recorded, followed up, and addressed immediately to ensure total guest satisfaction. 
7. Responds to problems quickly and efficiently with a problem-solving, proactive attitude. Communicates and records any challenges to the supervisor and escalates conflict resolution, as necessary. 
8. Creates maintenance requests for non-functional equipment and any other topics impacting the Housekeeping operation in suites, pantries, and corridors. Reports progress updates and delays that impact the resolution of the issues to the supervisor. 
9. Communicates actively with the Assistant Housekeeper regarding all guest and work-related issues and other relevant topics. 
10. Ensures pantries and storage areas are kept in impeccable condition and in accordance with Public Health and Safety Standards.
11. Adheres to the Outbreak Prevention and Response Plan in case of an outbreak. 
12. Assists in executing inventories as requested. Consistently strives to minimize waste, breakage and wear and tear and ensures to follow proper procedures when discharging garbage.
13. Works alongside In-Suite-Dining to accept, serve and remove in suite dining orders in the assigned section during service hours, as well as other sections, only during off-peak hours of operation.

People Management

1. Model and hold others accountable for promoting the Gold Standards, respect and fair treatment
2. Ensures the Daily execution of Line-up in accordance with company standards and Brand Guidelines
3. Sets the department’s expectations for desired behavior, knowledge and skill levels
4. Coaches others by providing constructive feedback; helps others identify developmental needs and monitors progress; promoting an environment where everyone is valued and included
5. Demonstrates alignment with corporate strategies and initiatives while ensuring alignment throughout the yacht organization
6. Participates in the training of Ladies & Gentlemen that are new in the Department or part of a dedicated training program
7. Maintains proper conduct and communication with all guests and Ladies & Gentlemen on board
8. Adheres to, monitors and enforces the grooming standards according to the policy

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. STCW Certification, valid for the duration of the contract
3. Good knowledge and experience of Housekeeping operations related to the role
4. Good knowledge and experience in Public Health rules and regulations related to United States Public Health (USPH) and Hazardous Analysis Critical Control Point (HACCP)
5. Good knowledge of Point of Sales and Inventory Management systems in the capacity of a user, ability to operate and demonstrate guest facing systems such as interactive television and in suite tablets
6. Previous experience on-board a luxury cruise ship as a Suite Attendant or similar role and experience in a luxury hospitality environment are essential
   

• 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.