Guest Services Officer for Royal Caribbean International

Department: Hotel

Employment Type: Contract

Location: Shipboard

Description

Key Responsibilities

• In accordance with Royal Caribbean International’s philosophy of Anchored in Excellence, each employee conducts oneself in a professional and courteous manner at all times. This applies to physical and verbal interactions with guests or fellow shipboard employees and/or in the presence of guest contact and crew areas.
• Greets all guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, taking the time to understand all requests in detail. Responds to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively.
• Always ‘Looking the Part’ the Guest Services Officer plays a key role in being the first impression for the brand and our guests. Through effective ownership and by taking initiative to ‘Own the Problem’ the Guest Services Officer will whenever possible seek to take accountability for delivering outstanding problem resolution.
• Responsible for being a determined and focused performer in a team of empowered Guest Services professionals who will strive to deliver focused and extraordinary customer service in accordance to Guest Services Vision and Mission Statement. Taking ownership and accountability for reacting to guest feedback and requests effectively and efficiently. Through maintaining knowledge of all guest ratings and comments assists in maintaining a culture throughout the Guest Services team for owning issues and resolving to the full.
• Maintains current knowledge of all ship’s regular events and special functions by reviewing all available data in order to provide guests with accurate and up-to-date information to answer questions and handle any special requests.
• Provides cash and guest account services at the Guest Services desk such as accepting cash payments, cashing personal or Traveler’s checks or exchanging foreign currencies. Follows established procedures to maintain, safeguard, balance and reconcile, assigned cash float. Assists guests during boarding and departure process, including establishing onboard credit, selling and printing Explorations! Tickets and closing of guest accounts.
• Provides all services of the Guest Services desk; including, but not limited to: tracing missing luggage, baby-sitting arrangements, cash services, safety deposit box service, lost and found service, printing and issuing of guest Sea Pass cards, and broadcasting ships announcements.
• Assists guests with immigration and customs procedures and forms.
• Must practice sound and prudent business sense and high professional ethics at all times. Maintains guests’ confidence and protects organization reputation by keeping guest and company information confidential.
• Attends meetings, training activities, courses and all other work-related activities, as required.
• Proper telephone etiquette is a key requirement. Must ensure that telephones are answered promptly using positive and clear English communication, using the guest name at all times where possible. Responsible for spending time manning the Telecom exchange as deemed required by the Guest Services Management.
• Enhances department and company reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.
• Maintains safe, secure, and