Recruiter: Royal Caribbean Cruises
Department:Entertainment
Main Function: As shown
Published: 16 August 2024
| JOB DESCRIPTION | |
| POSITION SUMMARY | The Guest Services Officer must be Friendly, Passionate, and Committed. Actively listens and extends assistance to resolve guest issues and concerns. A strong guest satisfaction disposition is mandatory, a people person, with a great sense of humor. The Guest Services Officer must possess outstanding hospitality, focused customer service, strong communication, organizational skills and effective decision-making abilities. Maintaining a high level of professional appearance and demeanor always. Enhances department and company reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments. |
| ESSENTIAL DUTIES AND RESPONSIBILITIES | Royal Caribbean International expects each shipboard management team member to relentlessly exemplify the foundations of the ROYAL WAY Brand Standards to all team members. In addition, all duties and responsibilities are to be performed in accordance with Royal Caribbean International's SQM standards, USPH guidelines, environmental, health and safety policies. 1. In accordance with Royal Caribbean International's philosophy of The ROYAL WAY (Friendly, Passionate, and Committed), each employee conducts oneself in a professional and courteous manner at all times. This applies to physical and verbal interactions with guests or fellow shipboard employees and/or in the presence of guest contact and crew areas. 2. Greets all guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, taking the time to understand all requests in detail. Responds to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively. 3. Always looking the part, the Guest Services Officer plays a key role in being the first impression for the brand to our guests. Through effective ownership and initiative the Guest Services Officer will seek to take accountability for delivering an outstanding guest experience through problem resolution. 4. Responsible for being a determined and focused performer in a team of empowered Guest Services professionals who will strive to deliver focused and extraordinary customer service in accordance with the Guest Services Vision and Mission Statement. Taking ownership and accountability for reacting to guest feedback and requests effectively and efficiently. Through maintaining knowledge of all guest ratings, performance metrics, and comments assists in promoting a culture throughout the Guest Services team for owning and resolving guest issues. 5. Maintains current knowledge of all ship's regular events and special functions by reviewing all available data to provide guests with accurate and up-to-date information to answer questions and handle any special requests. 6. Provides cash and guest account services at the Guest Services desk such as accepting cash payments, cashing personal or Traveler's checks or exchanging foreign currencies. Follows established procedures to maintain, safeguard, balance and reconcile, assigned cash float. Assists guests during boarding and departure process, including establishing onboard credit, assisting with Shorex ticket purchases and closing of guest accounts. 7. Provides all services of the Guest Services desk; including, but not limited to: tracing missing luggage, cash services, safety deposit box service, lost and found service, printing and issuing of guest Sea Pass cards, and broadcasting ships announcements. 8. Assists guests with immigration and customs procedures and forms. 9. Must always practice sound and prudent business sense and ethics. Maintains guests' confidence and protects organization reputation by keeping guest and company information confidential. 10. Attends meetings, training activities, courses and all other work-related activities, as required. 11. Proper telephone etiquette is a key requirement. Must ensure that telephones are answered promptly using positive and clear English communication, using the guest name when possible. Responsible for spending time manning the Telecom exchange as deemed required by the Guest Services Management. 12. Enhances department and company reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments. 13. Maintains safe, secure, and healthy environment by enforcing organizational standards, procedures, and legal regulations. Effectively monitors, and makes improvements to workplace safety within the division and throughout the ship. Attends mandatory crew and guest safety drills as required, including meetings, training activities, courses and all other work-related activities. 14. Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the shipboard employee occupying this position. Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management. |
| QUALIFICATIONS | · Minimum one-year experience in a customer contact position within the hotel field or related industry. · Minimum one-year cash handling experience, and an understanding of US currency and exchange rates required. · Proven customer service skills to interact appropriately with guests in a considerate, Professional and positive manner by showing concern and listening actively. · Ability to communicate tactfully with guests, department heads and shipboard employees to resolve problems and negotiate resolutions. · Ability to operate basic office equipment, including telephones, computers and copy machines. · Completion of high school or basic education equivalency preferred. |
Sealand has been the premier choice of international cruise companies and hotels for sourcing qualified crew members and hotel staff for more than 20 years in Mainland China.
闽ICP备16037952号
Sealand Maritime Services Co., Ltd.
CHINA: Unit 602 Norinco Business Plaza, No. 6 Huli Avenue
Xiamen, PR. China 361006
China: +86-400-009-3911
Overseas: +86-592-5602215
Phone:
530-812-4716
Email: info@chncrew.com
© 2024 Sealand. All rights reserved. Designed by CLOUD ONE DESIGN
