Recruiter: MSC Cruises
Department: Hotel-Guest Services
Main Function: To operate the Front Office and Information facility.
Published: 16 August 2024
| JOB DESCRIPTION (Refer to Guest Service Agent) | |
| Position Basics |
The principal function of Guest Service personnel is to receive Guests with a warm, friendly disposition, make them feel at ease, answer their questions, solve their problems immediately, or attend to their requests in a professional way. The <guest Service Agent is one of the most important onboard position in winning our Guests enthusiasm to return to our ships. The Guest Service Agent must be able to do different types of financial transactions: Cash deposit in guest's account, credit card transactions and he/she is responsible of a cash float.
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| Experience Required |
Proven experience as an information receptionist on a multinational cruise ship, hotel or tourist complex.
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| Responsibilities |
- Read, understand, and follow all MSC Standard Procedures for your position.
- Record and follow up on all Guests' complaints according to Fidelio Complaint Management S.O.P. 20.09.00. - Attend planning meetings arranged by the Hotel Director or GRM AGRM/Concierge and Accounting Manager. - Understand the Ship's Organization Chart and geography. - Attend training sessions for Fidelio and other relevant systems. - Receive cash handling training from the onboard Accounting Manager within the first 30 days; manage cash and credit card transactions. - Provide information and assistance to Guests, focusing on the elderly, young, single, disabled, and ethnic minorities. - Operate Room Service order service if needed; ensure orders are processed quickly. - Prepare answers for common questions about services, directions, excursions, dining reservations, activities, disembarking, tipping, immigration, customs, transport, and luggage. - Answer all Guest telephone inquiries and requests promptly, within 3 rings. - Provide wake-up service as required. - Make announcements if required by Concierge/AGRM or Senior GSA. - Assist with Guest check-in using Fidelio or manually if the system fails. - Welcome Guests on board and provide effective assistance and information. - Contact Senior GSA or Concierge/AGRM for major issues. - Act as an escort or representative on shore excursions if needed. - Manage bellboy requests for service, delivery, and assistance. - Address Guest issues related to lost baggage, safekeeping, and room changes. - Assist with processing documents for Guests going ashore as needed. - Encourage Guests to refer to the daily program or ship's information channels. - Assist Guests with special needs. - Translate announcements or notices and Daily Program/Daily Special as required. - Record on standard forms: Lost and Found property, Guest claims, Damage Form, Accidents, Cabin Change requests, Break of Voyage. - Track transactions involving items distributed from the Information Office (e.g., Hairdryers, Plug Adaptors). - Register names and details of Guests eligible for special functions, such as honeymoon couples and MSC Club Guests. - Maintain Guest Service area clean and organized. - Stand when speaking to or attending to Guests. - Avoid smoking, eating, drinking, chewing gum, or using mobile phones while on duty. |
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.
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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
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