Guest Service Supervisor

Supervision of Guest Services Ambassadors to ensure a friendly and efficient service is provided to guests, creating ‘Ambassador Moments’ and leading to total guest and company satisfaction

• Ensure guests are checked-in courteously and efficiently to provide a positive check-in experience
• Respond to all guest telephone and face to face enquiries in a friendly and efficient manner, in line with company standards and to complete guest satisfaction
• Ensure all guest requests are dealt with effectively with appropriate follow-up
• Ensure guest credit cards are correctly linked to guest accounts at embarkation
• Any guest account query should be fully investigated and feedback provided to guest
• Provide guest assistance in the terminal, when needed, during embarkation and debarkation
• Complete relevant end of cruise and start of cruise documentation as per company standard and as requested by Guest Experiences Manager
• Participate in guest and crew drills according to assigned safety duty and as required by ship’s command
• Provide regular coaching and guidance to the Guest Services team to allow them to develop and grow
• Host tables and participate in other onboard activities when requested by Guest Experiences Manager
• Support Guest Experiences Manager with regular team meetings to allow colleagues to provide feedback and offer suggestions in improving team morale and working practices
• Provide a positive working environment be ensuring all colleagues are treated fairly and equally
• Lead by example by following all company policies and procedures are always adhered to
• Any other duties as reasonably requested by Guest Experiences Manager