Consistently exhibits personal qualities of style, elegance, poise and grace, while maintaining a positive attitude in a professional and friendly manner. Manages the onboard execution of the Captain’s Club program including but not limited to organizing and hosting several members’ only activities by performing the following essential duties.
1. Provides assistance to guest according to Captain’s Club membership benefits and handles special requests.
2. Acts as a facilitator for all Captain’s Club events:
• Maintains an adequate stock of all Captain’s Club materials.
• Ensures for each voyage the printing of collateral materials such as, but not limited to, Welcome Letter, Schedule of Events, invitations to Select & Elite events, etc.
• Works with the Cruise Director and Staff to plan special events for the Captain’s Club program.
• Obtains Captain’s Club report prior to each voyage to determine the number of
member participants. Distributes information to various department personnel such as, but not limited to, Chief Housekeeper, Guest Relations Manager, Guest Relations Desk, etc.
3. Holds a minimum of thirty-five (35) open desk hours during a 7-night cruise, 70 hours on a 14-night cruise or more depending on the length of the voyage and amount of sea days for member inquiries and clarification. Important to be familiar with number of members by tier, benefits by tier, marketing database – DaVinci – and all processes related to members satisfaction.
4. Serves as host/hostess at parties and socializes with members at all Captain’s Club events including the Captain’s Club Cocktail Party, Wine Blending Seminar, Senior Officer’s Cocktail Reception and other events. Informs and updates the vessel’s staff regarding current member information.
5. In the evenings (as desk hours permit), socializes with Captain's Club members in the dining room and other public areas. Places a courtesy call to all Elite members at the beginning of the cruise to introduce himself/herself and makes personal contact with all Elite members throughout the voyage. Depending on the number of Select members onboard, same effort should be done to meet as many as possible.
6. Serves as the vessel’s key contact person for member inquiries.
7. Orients new and potential frequent cruisers about the program. Provides information, answers questions and handles special requests. Utilizes customer service skills by exercising authority and discretion to satisfy guests in a manner consistent with the Company's standards.
8. Assists the Manager, Cruise Sales with sales inquiries and sales during peak hours. This will require knowledge of the general sales process and AS400 or GUI systems.
9. Responsible for updating and maintaining the Captain’s Club section of the Daily Program for each voyage.
10. Ensures reports are completed and emailed to Loyalty Marketing at the conclusion of each voyage.
11. Provides the latest information and coordinate all promotional speeches with the Cruise
Director and Master for the Captain’s Club Cocktail Party.
12. Knowledgeable of all general information concerning the ship’s operation to be able to accommodate, answer, and recommend any guest inquiries.
13. Complies with all corporate standards and procedures as they relate to the fleet.
14. Follow ship’s rules and regulations as stipulated in the Employee Handbook and respect all Senior Ranking Officers and fellow crewmembers.
15. Attends and participates in all mandatory lifeboat safety drills on embarkation days and any other port days as scheduled by the Master.
16. Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the shipboard employee occupying this position. Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management.
17. Responds to guest concerns in a considerate, professional and positive manner by showing empathy and listening actively. Takes ownership of guest's concerns, by following-up and ensuring complaints are resolved to the guest's satisfaction.