Guest Services Associate - Spanish Speaking

If you enjoy assisting guests and providing exceptional servicethen this is the path for you. From the moment our guests board the ship we need vacation heroes who will help them with any questions or issues that may arise. Our Guest Services Teams enthusiasm and positive attitude mean they are the frontline ambassadors of fun.

Position Tasks:

• To assist international and domestic guests with the everyday activities on board maintaining guest relation standards and ensuring maximum guest satisfaction.
• Front desk and phone duty shifts as required ensuring that the highest standards of customer service are provided.
• Complete duties assigned by the Guest Services Supervisor including but not limited to Lost Luggage Lost & Found Access Services and Executive Reports as per company guidelines.
• Handle guest issues or concerns record relevant details into the shipboard capturing database and ensure timely resolution and guest followup.
• Provide cash and guest account services such as accepting cash payments cashing personal or travellers checks or exchanging foreign currencies.
• Follow established procedures to maintain safeguard balance and reconcile assigned cash float.
• Assist guests during the boarding and departure process including establishing onboard credit selling and printing Shore Excursion tickets and closing guest accounts.
• Maintain a service culture throughout the Guest Service team.
• Conduct oneself professionally and courteously at all times with guests and shipboard employees.
• Greet everybodywith a friendly and sincere welcome making sure to acknowledge past loyalty when appropriate.
• Use a positive and clear speaking voice taking the time to understand all requests in detail.
• Respond to escalated guest concerns in a considerate professional and positive manner by showing empathy and listening actively.
• Perform all duties and responsibilities in accordance with environmental and safety policies.
• Ensure that proper telephone etiquette is always used; answering calls within 3 rings using a positive tone and clear pronunciation. In addition using the guests name at all times.
• Employ proper timekeeping and follow work time recording standards.
• Maintain current knowledge of all ships regular events and special functions by reviewing all available data to provide guests with accurate and uptodate information to answer questions and handle any special requests.
• Maintain current knowledge of voyage memos and relevant email communication to provide prompt updates to inquiring guests.
• Maintain service and hospitality standards to all guests by extending information as warranted and following up on requests as needed.
• Familiarize yourself with shore excursions by attending tours and reading the brochures to provide guests with accurate information.
• Stay current with new company procedures and apply them when necessary.
• Proper handling and knowledge of property management and otheroperating systems.
• Display a positive attitude towards Guests and Crew and maintain healthy interdepartmental relations while ensuring communication channels are followed.
• Assist guests with Customs & Immigration procedures.
• Attend meetings training activities courses and all other workrelated activities as required.

Minimum Requirements:

• A minimum of two years experience working in Guest Relations or two years of Front Desk experience in a similar environment required.
• Must have fluency in English & Spanish.
• Be friendly prompt attentive courteous and able toprovide personal service in face paced environment.
• Possess excellent communication abilities displaying fluency in both written and verbal skills. Additional languages are a great asset.
• Able to work scheduled hours including split shifts across a 24hour periodat the front desk and on the phones with the primary focus of extending information as warranted.
• Excellent computer skills (previous use of property management systems preferred).
• Excellent complaint resolution skills.
• Able to perform cash transactions as well as guide guests on various payment options for their onboard accounts (cash credit cards debit cards gift cards and onboard credits).
• Naturally display a high level of guest centricity.
• Positively contribute to the diverse and energetic team environment.