POSITION SUMMARY:
To consistently deliver the highest standards of customer service to all guests visiting Guest Services. This includes answering any questions the guests may have, providing information on ship and ports of call and ensuring any issue isdocumented correctly using the relevant software program and that it is followed up with in a timely manner.
To know the company’s vision statement and to live the service values every day.
PRIMARY FUNCTION:
Ø Work on scheduled front desk shifts and phone duties as required, ensuring the highest standards of customer service is provided using the guests’ names and by being friendly and welcoming.
Ø Complete side duties as assigned including, but not limited to Lost Luggage, Lost & Found, Luggage Express, Back to Back, Requisitions, Injury Follow up, Guest Access
Services, Non-US reports, and Executive Reports. Ensuring that company guidelines
are followed.
Ø Record properly guests’ queries, complaints and maintenance issues in iCare and infoship.
For Category C Issues, GSAs review the nature of the complaint / problem and assists the guest in providing a satisfactory resolution.
For Category A & Category B Issues, GSAs record relevant details in iCare and ensures a timely handover to the GSS/ SGSS/ GSM for speed of resolution and accurate guest follow up.
Ø Follow established procedures to maintain, safeguard, balance and reconcile assigned
cash float.
Ø Assist guests by managing their sail and sign accounts, such as accepting cash payments, credit / debit cards, Cashing traveler’s checks, breaking bills and exchanging foreign currencies (if applicable). S&Stransactions will include but will
not be limited to selling Shore Excursion tickets, Transfers and cashing out accounts. Maintaining a high standard when handling personal information such as S&S statements and credit card details.
Ø Assist guests during the debarkation process; ensures that guests have cashed out their accounts and provides statements, if requested. Provides guests with
appropriate information regarding how to debark the ship, and ensures proper
documentation is ready and completed (i.e. customs forms). Assists guests with the embarkation process from explaining the deck plan and FunTimes to assisting with
queries about onboard credits, meal times and stateroom inquires.
Ø Provide services such as tracking missing luggage, giving access to safety deposit boxes if applicable, handling lost and found items, setting wake up calls, printing and
issuing of guest Sail & Sign cards, verifying of past guest status and ensuring VIFP
status is correct and updated, Making ships announcements over the Public Address system as necessary.
Ø Provide port information, assists with phone calls and surfs the internet for further information requested by guests
Ø Keep all logs in use up-to-date – Travelers check logs, Bar Logs, Laundry Refund
Logs.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Ø Maintain current knowledge of all ship’s regular events and special functions by reviewing the FunTimes and reviewing all emails that are sent, in order to provide guests with accurate and up-to-date information to answerquestions and handle any special requests.
Ø Maintain service and hospitality standards to all guests by extending information as warranted and following up on requests as needed.
Ø To familiarize one
POSITION SUMMARY:
To consistently deliver the highest standards of customer service to all guests visiting Guest Services. This includes answering any questions the guests may have, providing information on ship and ports of call and ensuring any issue isdocumented correctly using the relevant software program and that it is followed up with in a timely manner.
To know the company’s vision statement and to live the service values every day.
PRIMARY FUNCTION:
Ø Work on scheduled front desk shifts and phone duties as required, ensuring the highest standards of customer service is provided using the guests’ names and by being friendly and welcoming.
Ø Complete side duties as assigned including, but not limited to Lost Luggage, Lost & Found, Luggage Express, Back to Back, Requisitions, Injury Follow up, Guest Access
Services, Non-US reports, and Executive Reports. Ensuring that company guidelines
are followed.
Ø Record properly guests’ queries, complaints and maintenance issues in iCare and infoship.
For Category C Issues, GSAs review the nature of the complaint / problem and assists the guest in providing a satisfactory resolution.
For Category A & Category B Issues, GSAs record relevant details in iCare and ensures a timely handover to the GSS/ SGSS/ GSM for speed of resolution and accurate guest follow up.
Ø Follow established procedures to maintain, safeguard, balance and reconcile assigned
cash float.
Ø Assist guests by managing their sail and sign accounts, such as accepting cash payments, credit / debit cards, Cashing traveler’s checks, breaking bills and exchanging foreign currencies (if applicable). S&Stransactions will include but will
not be limited to selling Shore Excursion tickets, Transfers and cashing out accounts. Maintaining a high standard when handling personal information such as S&S statements and credit card details.
Ø Assist guests during the debarkation process; ensures that guests have cashed out their accounts and provides statements, if requested. Provides guests with
appropriate information regarding how to debark the ship, and ensures proper
documentation is ready and completed (i.e. customs forms). Assists guests with the embarkation process from explaining the deck plan and FunTimes to assisting with
queries about onboard credits, meal times and stateroom inquires.
Ø Provide services such as tracking missing luggage, giving access to safety deposit boxes if applicable, handling lost and found items, setting wake up calls, printing and
issuing of guest Sail & Sign cards, verifying of past guest status and ensuring VIFP
status is correct and updated, Making ships announcements over the Public Address system as necessary.
Ø Provide port information, assists with phone calls and surfs the internet for further information requested by guests
Ø Keep all logs in use up-to-date – Travelers check logs, Bar Logs, Laundry Refund
Logs.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Ø Maintain current knowledge of all ship’s regular events and special functions by reviewing the FunTimes and reviewing all emails that are sent, in order to provide guests with accurate and up-to-date information to answerquestions and handle any special requests.
Ø Maintain service and hospitality standards to all guests by extending information as warranted and following up on requests as needed.
Ø To familiarize one