RECEPTIONIST - Luxury Cruise Ship

*** Front Desk/Receptionist experience in a 4-5 star hotel or onboard a luxury cruise line ESSENTIAL
*** Fluent in English and one of the following languages is a must: French, Spanish, Portuguese, or Italian

POSITION SUMMARY / ESSENTIAL FUNCTIONS

• Commit to the Company’s Core Values – flawless execution, dedication to family & community, spirit of entrepreneurship, financial excellence and environmental stewardship.
• Assume personal responsibility for safety and NCLH’s impact upon the environment.
• Act as central point of reference for shipboard information and services offered to guests;
• Facilitate the flow of information to departments in order to ensure awareness of guest issues and assist in resolving any problems;
• Assist Guests with routine queries and where possible, provide resolution to problems
• Ensuring compliance with policy in accordance with guidelines issued by the Company

Reports to Assistant Purser / Executive Concierge / Chief Purser (in this order)

Guest Experience

• Demonstrates genuine concern for guests’ wellbeing at all times;
• Acts as a filter for guest complaints or concerns to Concierge;
• Ensures front desk logs and reports are maintained within Company Standards;
• Ensures guest requests are dealt with in a timely and efficient manner and that appropriate follow up is carried out;
• Pro-active approach to problem solving;

Operational and Administrative

• Attends to guest requests;
• Telephone duties;
• Any administrative duties as required;
• Comment card data entry and other administrative duties as required;
• Embarkation and debarkation duties (guest check-in);
• Ensures sufficient amount of printed matters available at all times;
• Logging guest issues in front desk logs and ensures follow up completed;
• Passes on queries from guests regarding on board account, amenities, shipboard credits flights etc etc;
• Attends front office meetings;
• Compiles with front office meetings minutes and decisions;
• Daily follow-up of all front desk logs;
• Completes end of cruise filing and start of cruise docs are ready in accordance with guidelines from assistant purser
• Performs all other duties as requested by supervisor or as listed in SOP Manual – Front Office;
• Performs all other duties as requested by supervisor

Finance

• Responsible for setting up guest account, cash payments and guest account queries;
• Providing US Dollars and foreign currency exchange services to guests;
• Providing Cash Advances and Foreign Currency Account Payments to guests;
• Safe Audits daily and foreign currency audits;
• Attending on board gaming activities and preparing final figures and audits;
• Accounting duties as instructed by Chief Purser or Second Purser;
• Answering guests' account queries and follow up on any account discrepancies;
• Follow up on obtaining method of payment and declined credit cards as per Second Purser's instructions.

Training and Development

• Assists, where necessary, in training new reception staff in front office operations;
• Promotes and Participates in Signature Service Training Program

Safety

• Monitor the practical application of the Company's policy, procedures and instructions.
• Immediately report to the Master any instances where the vessel is unable or fails to comply with any Company’s policy, procedure, instruction, and any safety, environmental, or security requirement.
• Participate in crew and passenger safety drills according to instructions from ship’s command;
• Comply with company safety and pollution prevention regulations

EDUCATION / QUALIFICATIONS / REQUIREMENTS

• Systems - MS Office Suite, Fidelio Cruise including (but not limited to) modules: Cruise Management, Quick Check In., Micros Fidelio Point of Sale, NVS – Visual Reservation System
• Hospitality Background required;
• Reception and Front Office background required;
• Understanding of the highest level of service;
• Excellent administrative skills;
• Strong leadership skills and practice "leadership by example";
• Outgoing personality, open minded and flexible;
• Ability to work in an international environment;
• Ability to perform well under pressure;
• Excellent appearance and excellent social skills;
• Well organized

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
• Demonstrate positive behaviours; 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