Guest Services Supervisor

Department: Guest Svc

Employment Type: Fixed Term Contract

Reporting To: Guest Services Manager

Description

Supervise all Guest Service Staff to ensure all guests are assisted with any service issues, queries and complaints, as well as general ship, port, tour & travel information is provided. Meet or exceed guest expectations on every occasion.
The Guest Service Supervisor is a key player in demonstrating to their teams the exact standard, which the company expects. Creating the ultimate cruise experience is a common goal of the vessel and the Guest Service Supervisor needs to encourage their teams to do so. They have many decisions to make during service and each of these should always be focused on the guests’ and crew well being. Achieving results should be done in a pleasant working environment.
Reporting relationships:
The Guest Service Supervisor reports directly to the Guest Service Manager supported by the Hotel Director. 

Position has 5 professional level reports - Guest Service Specialist 3, Guest Service Operator - 2 

Key Responsibilities

1. Ensures Guest Service Staff is trained to a high standard of guest service delivery.
2. Ensures efficient communication between all Guest Service Staff.
3. Supervises the Embarkation process.
4. Ensure that all passenger complaints received at the “Seabourn Square” are either settled immediately or referred to the Guest Service Manager for follow up.
5. Guests to be promptly advised of all actions taken and logged.
6. Ensure that the Guest Service Specialist keep the “Seabourn Square” area in a presentable, clean and orderly manner at all times.
7. Ensure access to the “Seabourn Square” is strictly for guests and limited to members of the Purser’s staff or Officers having legitimate ship’s business there.
8. Ensures that all documents/printing and forms going into the suites are being delivered in a timely manner and approved by the Guest Service Manner.
9. Ensure all documentation (Berthing list, Guest lists, Party invitations, Gift Orders, etc.) is accurate at all times and available in a timely matter.
10. Assist Guest Service Manager with follow up on all lost luggage.
11. Assists proper follow up on all loss/damage claims made by guests.
12. Supports Guest Service Staff with queries from guests and takes control of issues with guests when they escalate beyond their level of responsibility.
13. Learn Guest Names as per SOP.
14. Responsible to familiarize themselves with the content of SMS 2008 Compliance Plan (ECP), as it applies to the duties and responsibilities of this position.
15. Accompanies the Guest Service Manager on hosting tables.

Qualifications

Education:

• Hotel School Diploma or similar preferred.
• Fluent English, written and spoken and good knowledge of one other (foreign) language, (i.e. Spanish, German, French, Italian).

Experience:

• 2 years expePhysical Demands & Travelrience as Guest Service Specialist.

Knowledge, Skills & Abilities:

• Patient, tactful and courteous
• Able to work under pressure
• High level of integrity
• Maintain confidentiality of all communications whether written, email, fax or telephone. Pleasant Personality and always well groomed
• Excellent Communication skills

Physical Demands & Travel

Physical Demands: 

For the safety of yourself and others on board certain physical abilities shall be maintained. Must be able to bend, climb, perform repetitive motion, and repetitively heavy lift. 
Must maintain physical fitness to perform tasks associated with job. 

Travel Requirements:

• Passport – valid for a minimum of 6 month
• Flag state issued seaman book
• General flag state or flag state approved marine fitness medical United States C1/D visa
• English Marlin test at minimal score of 80% 
• Pre-employment medical examination 

Working Conditions:
Working on a cruise ship is very different from any land-based occupation. Working hours are longer and work is more intense due to the constant demand of the guests. You have to be very flexible in your working hours, which on occasion might have to be changed due to unforeseen circumstances. The Maritime Labour Convention of 2006 however strictly regulates these. Apart from the working hours there are strict rules which all members of the ship’s company need to adhere to as stipulated by the Master’s standing orders. You work in close proximity with your fellow crewmembers and therefore respect among all is essential.