The Receptionist is responsible for the efficient operation of the Reception Desk, ensuring that passengers are treated in a polite and friendly manner and that their questions and concerns arehandled correctly
Operational
• Maintain an upbeat, polite, friendly and outgoing demeanor while providing a consistent level of service.
• Maintain the reception guest log book with great detail, ensuring that any issues or comments of interest are recorded for future reference.
• Communicates all guest concerns or issues to the relevant department for action and follow up.
• Create AVOs for maintenance problems in guest cabins.
• Issue replacement swipe cards and cabin keys.
• Assist guests with onboard accounts, accepting deposits, payments and issuing refunds of remaining balances at the end of the cruise.
• Register credit cards for guests for account payment.
• Maintain control of their personal account and all funds received.
• Balance with Chief Purser at the end of the cruise.
• Assist passengers with keys for safety deposit boxes, hairdryers, postage stamps, etc., and place charges on respective onboard account.
• Answer telephone calls, internal and external, and assist callers with the information requested.
• Connect outside calls to the desired extension or take messages if the recipient is not available.
• Perform side duties as assigned by Guest Relations Manager or Senior Receptionist.
Training & Development
• Attend all meetings, training activities or classes related to assigned position as required.
Safety Responsibilities
• Maintain a safe and sanitary environment for all guests and crew members.
• Follow proper procedures and instructions at all times to prevent damage of any kind to ship or company property.
• Know and comply with Shipsan, the European sanitation program, and United States Public Health
Rules and Regulations pertaining to assigned working area.
• Participate in safety drills as required.
• Comply with Marella Cruises’ Safety and Pollution Prevention Program
• Comply with Marella Cruises’ Operating Procedures Resource