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Guest Relations Officer




Description:

Career snapshot:

• Provides all services of the Guest Relations Desk including, but not limited, lost luggage, stateroom changes, lost and found services, printing and issuing guest cruise cards, and broadcasting announcements


• Answers inquiries pertaining to Guest Relations services and general information


• Responds to guest concerns in a considerate, professional, and positive manner by showing empathy and actively listening


• Takes ownership of guest concerns, by following-up and ensuring complaints are resolved to the guest’s satisfaction


• Maintains knowledge of all the ship’s regular events and special functions by reviewing all available sources (vessel’s Daily Program, etc.) in order to provide guests with accurate information to answer questions and handle special requests


• Assists the Financial Controller with exchanging foreign currency, travelers´ checks, and collection of payment on guest accounts

Requirements:

Qualifications

• Completion of High school or basic education equivalency


• Minimum of one year hospitality management experience in an upscale hotel, resort or cruise line (shipboard experience preferred)


• Knowledge of the principles and processes for providing personalized services including needs assessment techniques, quality service standards, alternative delivery systems, and guest satisfaction evaluation techniques


• Solid communication, problem solving, decision-making, and interpersonal skills


• Advanced computer software skills required, including Microsoft Excel


• All international applicants must have the ability to obtain C1/D visa (and other relevant visas) when applicable


• Must meet all physical requirements, including the ability to participate in emergency life-saving drills and required training

Preferences:

• Bachelor’s degree in hospitality management, business administration or related field from an accredited college or university or the international equivalent


• Customer service experience utilizing multi-languages in a hospitality industry

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