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Guest Relations Officer

Date Posted
20th June 2017
Reference
VAC-26116
Sector
Customer Service & Call Centre, Hospitality, Tourism & Food Service
Job Type
Contract
Location
Cruise Ship
Salary
Not Disclosed

Job Summary

As the Guest Relations Officer, your main concern revolves around ensuring total guest satisfaction through personalized services that will create a memorable experience.

Job Description

This role allows you to utilize your exemplary problem resolution skills, keen listening skills, strong communication and organizational skills, and genuine social skills. Successfully resolve challenges and concerns by taking initiative and proactively identifying solutions and following-up in a timely manner.  


Career snapshot:  

  • Provides all services of the Guest Relations Desk including, but not limited, lost luggage, stateroom changes, lost and found services, printing and issuing guest cruise cards, and broadcasting announcements 
  • Answers inquiries pertaining to Guest Relations services and general information
  • Responds to guest concerns in a considerate, professional, and positive manner by showing empathy and actively listening
  • Takes ownership of guest concerns, by following-up and ensuring complaints are resolved to the guest’s satisfaction
  • Maintains knowledge of all the ship’s regular events and special functions by reviewing all available sources (vessel’s Daily Program, etc.) in order to provide guests with accurate information to answer questions and handle special requests
  • Assists the Financial Controller with exchanging foreign currency, travelers´ checks, and collection of payment on guest accounts 


Qualifications/Requirements:  

  • Completion of High school or basic education equivalency
  • Minimum of one year hospitality management experience in an upscale hotel, resort or cruise line (shipboard experience preferred)
  • Knowledge of the principles and processes for providing personalized services including needs assessment techniques, quality service standards, alternative delivery systems, and guest satisfaction evaluation techniques
  • Solid communication, problem solving, decision-making, and interpersonal skills
  • Advanced computer software skills required, including Microsoft Excel
  • All international applicants must have the ability to obtain C1/D visa (and other relevant visas) when applicable
  • Must meet all physical requirements, including the ability to participate in emergency life-saving drills and required training  


Preferences:  

  • Bachelor’s degree in hospitality management, business administration or related field from an accredited college or university or the international equivalent
  • Customer service experience utilizing multi-languages in a hospitality industry

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