International Guest Services Associate

Application Deadline: 31 October 2024

Department: Guest Svc

Employment Type: Fixed Term Contract

Reporting To: Front Desk Supervisor

Description

Proficiency in the Dutch language is an essential qualification for the role.

Deliver an exemplary level of service to all guests, by guaranteeing that every request is addressed with courtesy, expediency, and efficiency, in full alignment with our Holland America Line’s policies. Ensure diligent and timely follow-up actions are completed. Furnish our disearning guests with informed responses, viable alternatives, and effective solutions to their inquiries. 
International Guest Service Associates are responsible for executing the components of the Global Guest program, to build a strong rapport and ensure guest satisfaction.  The role entails playing hosts at shipboard guest events, translation services, liaising with authorities, and providing insights on destinations.  Additionally, they provide verbal translation assistance to international guests, as necessitated by the Global Guest Program.

Key Responsibilities

• Promptly address guest requests and issues with a professional demeanor.
• Uphold premium service standards in all guest interactions, guided by the Supervisor.
• Accurately record guest requests and escalate critical issues as necessary.
• Manage guest financial transactions in line with company policies.
• Assist with the Mariner Loyalty Program and promote company services and apps.
• Maintain high standards of professionalism and support a positive work environment.
• Adhere to health, safety, and environmental policies.
• Perform additional duties as directed by department heads

Desired Skills & Experience

• Educational Requirment: Associate degree or equivalent in hospitality management, business administration, or related field.
• Language Proficiency: English Marlins certification as per specifications; fluency in the Dutch language is mandatory. 
• Experience: Minimum of 2 years in a Front Office role within a 4-star (or higher) hospitality environment or alternatively at a reputable call center/reservations agency.
• Open-minded and flexible, with the ability to manage shifting priorities and multitask effectively.
• Demonstrated interest in guest service, with strong complaint resolution and interpersonal skills.
• Proficient in computer use, including Microsoft Office suite (Excel, Word, PowerPoint).

Physical & Travel Requirements

• Must be 21 years of age  
• Must be able to work varied shifts which can average up to 11 hours per day, every day while on board. Must be able to perform normal and assigned emergency duties. Must be able to don a lifejacket or immersion suit; crawl; feel for differences in temperatures; handle fire-fighting equipment; and wear breathing apparatus (where required as part of duties). 
• Must be physically able to participate in emergency lifesaving procedures and drills.
• Must be able to maintain qualification of the Seafarer Medical Examination and pass the basic safety course.