Directly responsible for all group bookings arranged through the MICE and Group Events Departments. He/she is to respond, schedule and coordinate these group bookings in an efficient and organized manner.
Works closely with the Hotel Director and Guest Relations 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.).
Perform duties and functions as directed by the supervisor. Work at the Guest relations desk.
Supports the Guest Relations team, including problem solving, especially in the GRM and/or GRAM’s absence and particularly at peak times such as disembarkation and embarkation.
In order to consistently exceed guest expectations and provide the highest levels of product and services, additional duties and responsibilities may be assigned as needed
• Be the point of contact and contact person for all events, groups and functions and dissipate the information and coordinate with the various departments on board and shore side.
• Ensures the MICE and Group Events receives timely responses (24-48 hours) to group space requirements and special requests to better serve future group bookings and retain future business for the company.
• 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.
• Ensures that related department heads are routinely informed about the group functions and of any changes that may take place thereafter. Ensures the services provided for these functions are according to the standards established by the company.
• Responsible for the manifest printing and distribution of all group memos and manifests, gift orders, amenities, and special requests sent each cruise by the Marketing, Sales, Groups and Corporate office.
• 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.
• If there is no leader assigned to a particular group, the appropriate letters and/or invitations are sent out to the relative staterooms to advise the group of their arranged functions, etc.
• On embarkation day or as specified, coordinates the on board wedding packages and groups as arranged.
• 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.• Ensures that each function is properly setup at least 15 minutes prior to the allocated time. Immediate follow-up is required should something be found missing or not properly setup.
• Periodically visits each function while in progress to ensure that everything is going well and on schedule (refreshments are to their liking, equipment working properly, etc.).
• During the cruise, handles any special requests received from group leaders, taking into consideration what the request involves (additional costs, manning, time, location, etc.).
• Responsible for assisting guests with lost luggage. Acts as a liaison between guests and shore-side operators to locate luggage and to provide guests with an OBC credit (if warranted); complimentary laundry, follow-up information concerning the status and location of the luggage, providing clothing if needed/available, etc.
• Maintains onboard inventory of replacement luggage for guests whose luggage is damaged beyond repair.
• Oversees the ‘Bridge and Behind the Scenes’ tours, including but not limited to, issuing letters to guests and completing the Finance recap sheets.
• Attends the parties and other social events as assigned by department head.
• 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.
• Must be familiar with the Safety and Environmental Protection Policy and carry out the policies and procedures appropriate for his/her position