International Guest Services
- Recruiter:
- Jobs on a Ship
- Category:
- Guest Services Jobs
- Position:
- Guest Services Officer
- Salary:
- $2600
- Updated:
- 18 August 2024
German - French - Italian - Spanish
Assists all guests at the Guest Services Desk, but concentrates specifically on non-English-speaking groups and individual guests with their special needs and requirements in their native languages so as to give them a full, first class cruise experience. In order to consistently exceed guest expectations and provide the highest levels of product and services. Reports to Guest Service Supervisor on a daily basis.
ESSENTIAL FUNCTIONS
- Receives and handles special requests from non-English-speaking groups and individual guests.
- Works in conjunction with, and assists, the Group Services Coordinator and Guest Service Manager with handling special requests such as Honeymoon set-ups, Anniversary Packages, Birthday Packages, special dietary needs, medical needs, etc. for non-English-speaking guests. Follows up to ensure departments responsible have completed the requirements.
- Contacts Group Leaders of non-English-speaking guests to assist the Group Services Coordinator in organizing group events.
- Contacts non-English-speaking guests when necessary to offer assistance in making restaurant bookings, ordering special local/dietary food, arranging special tours on board and with shore excursions.
- Available for daily, advertised desk hours at the Guest Services Desk to answer questions and provide assistance to non-English-speaking guests.
- Assists at embarkation, disembarkation and port talks, as well as being present during these times to assist non-English-speaking guests where necessary. Available at Immigration and Customs inspections, etc.
- Conducts Embarkation/Disembarkation talks when numbers of non-English-speaking guests requires.
- Available to act as translator for non-English speaking guests needing to communicate with shipboard departments including, but not limited to, Medical, Security, Revenue outlets, Restaurant, Senior management.
- Coordinates announcements and the translation/printing of the Freestyle Daily, into the required languages relative to the non-English-speaking guest ratio on board each cruise.
- Available to make updates to other printed collateral where changes occur, including Menus, Shore Excursion Order Forms etc.
- Utilizes the translated materials available on WayPoint and submits updates and additions to the Manager, Hotel Operations for inclusion.
- Meets and greets their respective German guests accordingly.
- Assists with related collateral for all non-English-speaking guests and ensures necessary items are properly translated and placed in the correct staterooms
- Assists with personalized collateral for suites in coordination with the Concierge such as welcome letter, stationary, invitations etc.
- Meets and greets non-English-speaking VIP guests staying in suites as necessary and whenever possible.
- Ensures ship’s management is kept aware of all non-English-speaking VIPs on board and notifies them of all special requests, etc.
- Handles guest requests in an effective way by taking ownership of the request then following-up until the matter is finalized to the guests’ 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.
- Available to assist Cruise Programs department in leading specific activities for non-English-speaking guests.
- 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, EDUCATION AND ATTRIBUTES
QUALIFICATIONS
- Intermediate to Advanced verbal and written level of English is required.
- Intermediate to Advanced verbal and written level in German, French, Italian, Spanish is required.
- Intermediate knowledge of Microsoft Word, Excel, Micros and Fidelio Cruise is required.
- Must have at least one year management experience in Hotel and/or hospitality establishments; or in Guest Service related positions on board ships.
EDUCATION
- Two-year Associates degree or equivalent in Public Relations and/or Hotel management from a recognized hotel institution.
ATTRIBUTES
- Able to work independently
- Must be a quick and critical thinker, and a patient listener
- Able to speak publicly to large groups if necessary
- Customer Service/Guest Relations Oriented, Leadership Skills 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
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