Job Description

Guest Relation Officer for Azamara Cruises
Department: Hotel
Employment Type: Contract
Location: Shipboard
Description
V.Ships Leisure is looking for Guest Relation Officer on behalf of Azamara Cruises.
Guest Relations Officer's (GRO) role revolves around ensuring total guest satisfaction through personalized service and memorable experiences and utilizing the Go Further standards consistently.
The GRO will achieve this by embodying exemplary problem resolution skills, keen listening skills, strong communication and organizational skills and genuine social skills. By taking the initiative, being proactive in identifying solutions, and following up in a timely manner, the GRO will successfully resolve all guest challenges and concerns. The GRO must possess effective decision-making abilities, while maintaining the utmost level of professionalism with respect to appearance and demeanor at all times. The GRO will consistently maintain the departmental and company integrity by accepting ownership for all service recovery initiatives and interactions.
Key Responsibilities

• Provides all services of the Guest Relations Desk; including, but not limited to: lost luggage, stateroom changes, lost and found service, printing, and issuing guest cruise cards.
• 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 listening actively.
• Takes ownership of guest concerns, by following-up and ensuring complaints are resolved to the guest's satisfaction.
• Maintains Guest Relations Resolution Log.
• The GRO will be accountable for all service recovery challenges communicated by guests and fielded to the relevant departments. A follow-up call will be made immediately to ensure that total satisfaction is achieved. The GRO be responsible for logging the service failure in the Logbook and keeping the GRM informed.
• Calls personnel upon request and follows up to ensure requested issues are resolved.
• Operates phones to answer questions and take a variety of requests (wake-up call requests/dinner reservation requests, etc).
• Providing guests and crew with information, handles special requests and forwards repair requests to the appropriate department.
• Maintains knowledge of all 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.
• Registers guests for a variety of functions and/or services such as bridge, galley & engine room tours.
• Assist with the disembarkation procedure and information requests. Coordinates arrangements with the ground handler/port agent under the guidance of the GRM.
• Assembles brochures, reports etc. for the Guest Relations Operation
• Assists with the electronic maintenance logbook for public areas & guest staterooms
• Continually updates the GRM with all pending problems/issues
• All records and reports received onboard the vessel are Company property and shall be considered confidential. The GRO on duty receiving such documents should not discuss these documents with anyone outside the Company or with any other crewmember.
• The GRO will maintain strict confidentiality with records, reports, information, and incoming telephone calls received while on duty as well as any outgoing telephone calls placed for guests.
• Ensures all deliveries brought to Guest Relations by various departments are delivered to respective person in a timely manner.
• Responsible to assist with the preparation and implementation of the guests' key cards
• Maintains telecommunications area and materials in an organized and orderly manner.
• Ensures equipment is operational. Reports and tracks maintenance issues.
• Assists the Guest account purser with exchanging foreign currency, travelers checks, and collection of payment on guest accounts. Understands how to use the Bank of America Currency Exchange program.
• Performs Bank duties on a regular basis.
• Responsible for the "Bank" cash float and balancing of the float on a daily basis.
• Understands the Safety & Quality Management Program, and his/her responsibilities in the Safety Organization according to the Emergency plan and Station Bill. Must be available, capable and ready to act in the event of an emergency.
• Is aware of, and/or acquires the necessary knowledge to comply with the ship's standard operation, in order to assist guests and crewmembers with inquiries.
• Attends meetings, training activities, courses and all other work-related activities as required.
• GRO's should have a sound knowledge of local port information according to the itinerary ( also to cross promote tours that can be sold from the desk )
• Able to sell confidently any amenities or packages available onboard for purchase
• Able to make announcements over the Public Address system if required.
• GRO's to have the empowerment to provide a credit of up to $100.00 for guest service recovery issues that need immediate attention
• Understands and knows how to assist guests with disabilities.
• Aware and understand the importance of the The Cruise Vessel Security & Safety Act of 2010 (CVSSA) and ensures the 'Security Guide' is placed at the front desk at all times.
• Fully understands the procedures when guests or crew report Medical, Guest Conduct Policy Violations, or Missing guests' issues.
• Understands the policy pertaining to 'Guest Conduct'.
• Understands the Care team procedures.
• Understands Fidelio reports and how to access them i.e. Crew manifest, passengers ashore, empty rooms, underage, solo travelers etc. (based on the Fidelio Proficiency checklist.)
• Understands how to use the Point of Sale and MXP System and how to charge items.
• Understands how to use the Allin Interactive system for TV messaging.
• Understands how to use the 'Vision / Ving' system.
• Understands how to use the Colonial system ( AS400 ) and making Manual authorizations.
• Understands the 'Shipboard Revenue' system.
• GRO needs to know how to 'merge' documents in order to expedite duties with guest correspondence.
• Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management.
• This position is responsible for cost containment through the proper use, handling and maintenance of records, reports, supplies and equipment.

Education/Experience/Qualifications:

• Minimum of one (1) year hospitality management experience in an upscale hotel, resort or cruise line (shipboard experience preferred).
• Completion of high school or basic education equivalency required.
• Bachelor's degree in hospitality management, business administration or related field from an accredited college or university or the international equivalent preferred.
• Strong management skills in a multicultural and dynamic environment.
• Strong communication, problem solving, decision making, and interpersonal skills.
• Superior customer service, team building and conflict resolution skills.
• 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.
• Advanced computer software skills required, including Microsoft Excel.
• Possess a good understanding of numbering flow "Debits/Credits", adjusting entries and corrections.
• Possess an understanding of all documentation and Immigration and Customs procedures for embarking/disembarking guests.

Skills Required