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Guest Relations Supervisor




Description:

When situations arise and it is required, provide guests with answers, alternatives and solutions to issues presented.
Supervise the Guest Relations Associates in their daily duties and ensure these are completed and followed up in accordance with Company standards.

Maintain a work environment that fosters the coaching, mentoring and development of subordinate staff in consensus with the Guest Relations Manager.

Ensure operational compliance with all MOMs, Marine Hotel Regulations and Directives as they apply to the department.
Comply with all safety and environmental regulations as they apply to the position.

Adhere to and Ensure compliance with all official regulations issued by local authorities

Respond to all Guest requests, concerns and issues in a timely and professional manner.

Provide premium Guest service by handling all communications, verbal or written in accordance with the set standards. Assist Foreign Speaking Guests by responding to their requests and addressing any concerns in the official languages (Dutch, Spanish and German) promoted and established by the company.

Translate printed material in accordance with the Foreign Language Program which entails translating onboard printed material and assisting other Departments when verbal/written translations are needed in order to deliver premium service to these groups of Guests.

Log and maintain accurate records of all Guest inquiries, concerns and requests using systems provided and in accordance with set procedures.

Promote various services and programs as appropriate to generate revenue.

Maintain and update a library of reference materials associated with the function to assist in answering Guest inquiries accurately and in a timely manner.

Perform administrative and record-keeping tasks associated with Guest Relations Supervisor function.

Ensure ongoing Guest Service Training is kept up by providing weekly sessions and training sessions where set standards, policies and guidelines are implemented accordingly.

Oversee the daily operation and supervision of the Guest Relations Associates performances.

Provide coaching, mentoring and motivation to the Guest Relations Associates that support employee development.

Maintain accurate documentation of each direct report’s performance and potential development to be discussed during monthly evaluation with the staff, including coaching and mentoring of each direct report in coincidence with the Guest Relations Manager.

Establish and maintain effective working relationships with co-workers, supervisors, managers and officers within and across department boundaries through verbal and written communications to support resolution of Guest issues in a timely and efficient manner.

Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to ship’s relevant health & safety procedures as required.

Perform other miscellaneous duties and tasks as assigned by Guest Relations Manager. Comply with all safety training and requirements.

Requirements:

- Previous experience in this role

- Strong managerial skills

- Ability to work under pressure withing diverse international environment

- Fluent command of the English language

- Ability to obtain a C1/D visa (if needed)

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