Guest Services
·
Multiple locations
Guest Service Coordinator
As a Guest Service Coordinator, you'll provide exceptional service to our guests and administrative support to our management team, enhancing the overall onboard experience.
The Guest Service Coordinator is responsible for delivering exceptional customer service through answering guest inquiries, both over the phone and in-person as a lobby host. The role also involves providing timely administrative support to the Guest Services Manager (GSM) and the Hotel Director (HD).
Position Functions:
- Coordinate and attend meetings with Hotel Director and prepare meeting minutes
- Coordinate and attend the SAIL sessions of the HD and GSM
- Provide SAIL support to the Hotel management
- Prepare and maintain HESS-MS forms, and Department Head evaluation forms and files for HD
- Assist the Guest Services operation with administrative side duties and work scheduled hours covering phone duty and assist as Lobby Host
- Have basic knowledge of the Customer Relations Management Systems to be able to document any guest issues and be able to provide the Guests with updates
- Maintain and upkeep the S&S Kiosks
- Coordinate the orders and requisitions for the Guest Service office supplies
- Handle administrative duties:
- Keep track of TGEM rankings, ratings and comments for HD and GSM
- Keep the ship’s phone list updated
- Prepare all VIP letters, invitations, and any other letters requested by the HD and GSM
- Update and post the HD working schedule
- Coordinate, monitor, and handle all onboard groups and special functions, respond to any challenges and communicate with shipboard management and Shoreside Groups Department:
- Prepare Group Logs, Charts, and Reports
- Ensure group set-ups and venues are in order
- Schedule and monitor the use of lounges for all group events via the Groups Management System
- Plan and organize last-minute groups and venue requests
- Respond and document all group queries and liaise with the GSM and HD for resolution
- Perform any other duties as assigned by the GSM or HD
Position Minimum Requirements:
- Minimum 1 years experience in Customer Service preferably within the Hospitality industry.
- Excellent administration and computer skills
- Fluency in English and excellent telephone manner.
- Always conduct oneself in a professional and courteous manner and lead the team by example
- Display a friendly, engaging and positive attitude towards Guests and Team Members, and always demonstrate commitment to the company values
- Use a positive and clear speaking voice and ensure proper telephone etiquette
- Follow the uniform policy and good hygiene practices at all times
- Abide by the rules and regulations set forth by the Company
- Stay current and follow all U.S. Public Health, Environmental and Global HESS procedures
- Attend meetings, training, safety briefings/drills, and all other work-related activities, as required
- Follow proper timekeeping procedures
- Be able to stand for more than 8 hours a day, and on occasions be able to lift items heavier than 50 pounds
Contract:
- 6-7 months onboard followed by 2 months' vacation (rolling contracts)
- Shared cabin with private bathroom facilities
- Department
- Guest Services
- Role
- Guest Service Coordinator
- Locations
- Shipboard Worldwide (Central America), Shipboard Worldwide (Eastern Europe), Shipboard Worldwide (South America), Shipboard Worldwide (UAE), Shipboard Worldwide (USA), Shipboard Worldwide (Western Europe)
About Cruise Academy
Founded in 2017 by seafarers for seafarers. Cruise Academy provides maritime training and shipboard recruitment for the cruise sector.
MLC Certified and audited by the UK Maritime & Coastguard Agency.
Guest Services
·
Multiple locations
Guest Service Coordinator
As a Guest Service Coordinator, you'll provide exceptional service to our guests and administrative support to our management team, enhancing the overall onboard experience.
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