Group Service Coordinator-Mandarin Speaker
Job Summary and Essential Job Functions:
The Group Service Coordinator is directly responsible for all group bookings and is to respond, schedule and coordinate these group bookings in an efficient and organized manner. Works closely with the Hotel Director and Guest Service Manager, as well as the relative department heads, to ensure that the group particulars are setup and provided, according to what is outlined in the group memos received from shore-side. This also includes special functions (cocktail parties, meetings, luncheons, VIPs, etc.). Supports the Guest Services team, including problem solving, especially in the GSM and/or GSAM’s absence and particularly at peak times such as disembarkation and embarkation. The Group Services Coordinator (GSC) is also the designated Access Officer and primary contact for disabled guest requests for accommodations under the Americans with Disabilities Act (ADA).
Must be able to plan, organize and provide quality service for group bookings for a large passenger vessel that can include from 500 up to 4,000+ (full ship charter) clients.
- Must be able to efficiently organize and manage multiple bookings, group service meeting rooms and coordinate multiple functions with the appropriate staff.
- Ensures that special requests from group leaders are properly billed and that all necessary documentation is completed and submitted to the appropriate department heads.
- Attends and represents the ship at “Pre-Con” (preliminary) meetings with group leaders. Pending items or proposed changes to the group setup must be approved first by ship’s management and/or shore-side.
- Responsible for the manifest printing and distribution of all group memos and manifests, gift orders, amenities, and special requests sent each cruise by the Passenger Courtesy Department.
- Meets with the group leaders on an individual basis on embarkation day. A “Welcome Letter” to this affect is sent out to the group leaders prior to embarkation as a formal introduction to the Group Services Coordinator’s position and function (name, how and where to be contacted, there to assist them, etc.). Functions setup for the group that cruises are reviewed and confirmed with the group leader at this time. Any “fine-tuning” needed is acted upon accordingly.
- On embarkation day or as specified, coordinates the on board wedding packages as arranged, and is the point person to arrange Vow Renewal ceremonies.
- Ensures the group amenities and stateroom deliveries are expedited in coordination with the relative department heads.
- Acts as a liaison between the group leaders and department heads, i.e. if there are suggestions or concerns raised. Handles any complaints received from the group leaders (or groups themselves if there is no leader assigned). The appropriate follow-up is to be done and corrective actions taken as required.
- During the cruise, handles any special requests received from group leaders, taking into consideration what the request involves (additional costs, manning, time, location, etc.).
- Oversees the ‘Behind the Scenes’ tour, including but not limited to, issuing letters to guests and completing the Finance recap sheets.
As Access Officer:
- Provides a timely response to timely response to all reasonable guest requests pertaining to hearing impaired kits, service animals etc.
- On Embarkation Day, makes contact with all guests that have indicated during the booking process that they have special physical or emotional needs, and provides “welcome aboard” material to their impairment.
- Escalates requests that cannot be met to the appropriate shipboard manager and shore-side Manager of Customer Relations or Access Desk Manager.
- Performs other related duties as assigned or as directed. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.
- Two-year Associates degree or equivalent in Hotel Management and/or Group Catering from a recognized hotel institution.
- Advanced level English verbal and writing skills, including the proper use of English grammar.
- Intermediate to Advanced skills in typing and computer software skills (Microsoft Word, Excel, Fidelio Cruise, File Maker Pro).
- Intermediate verbal and writing skills in at least one other language such as Mandarin, German, Spanish, French or Italian is preferred.
- Basic knowledge of the Americans with Disabilities Act (ADA).
- Minimum two years’ experience in Hotel and/or catering establishments or Guest Services related positions on board ships.