Guest Service Associate - Cruise

Guest Service Associate

Position Overview

A career with the Guest Services department can be one of the most rewarding. If you enjoy assisting guest and meeting their every need then this is the path for you. From the moment guests board, we need vacation heroes who will help them with any questions or issues that may arise.

Position Tasks
• To assist international and domestic guests with the everyday activities on board maintaining guest relation standards and ensuring maximum guest satisfaction.
• Front desk and phone duty shifts as required ensuring that the highest standards of customer service are provided.
• Complete duties assigned by the Guest Services Supervisor including, but not limited to Lost Luggage, Lost & Found, Access Services, and Executive Reports as per company guidelines.
• Handle guest issues or concerns, record relevant details into the shipboard capturing database, and ensure timely resolution and guest follow-up.
• Provide cash and guest account services such as accepting cash payments, cashing personal or traveller’s checks, or exchanging foreign currencies.
• Follow established procedures to maintain, safeguard, balance, and reconcile assigned cash float.
• Assist guests during the boarding and departure process, including establishing onboard credit, selling and printing Shore Excursion tickets, and closing guest accounts.

Minimum Requirements:
• A minimum of 2 years of experience working in Guest Relations or Two years of Front Desk experience, customer service experience, or in a similar environment required
• Must have fluency in English.
• Personify the cruise lines image of a fun and memorable vacation experience by providing friendly, prompt, attentive, courteous, and personal service in face paced environment.
• Possess excellent communication abilities – displaying fluency in both written and verbal skills. A secondary language is a great asset.
• Work scheduled hours at the front desk, and on the phones with the primary focus of extending information as warranted. Document all complaints and concerns from our Guests, and focus on a quick and efficient resolution.
• An ability to perform cash transactions, as well as guide our Guests on various payment options for their onboard accounts (cash, credit cards, debit cards, gift cards, and onboard credits).