International Guest Services

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