Guest Relations Manager for Silversea Cruises

Department: Hotel

Employment Type: Contract

Location: Shipboard

Description

V.Ships Leisure is looking for Guest Relations Manager on behalf of Silversea Cruises.
Overall responsibility of delivering high quality, efficient, individualized and technically excellent guest services in accordance with Company  Policies and towards a goal of achieving total guest satisfaction. Reporting to the Hotel Director. Subordinates – Receptionists and on mid and large vessels, a Senior Receptionist.

Key Responsibilities

• Provides guests with the highest quality guest services, demonstrating genuine concern for guests wellbeing at all times. 
• Coordinates, organizes and supervises the front office operation. 
• Provides a highly visible presence at the reception desk to verify the smooth running, acting on and following up any issues found to ensure that standards are not effected. 
• Proactively interacts with all guests in order to identify their expectations and needs fulfilling them promptly. Demonstrates upmost sincerity and hospitality with all guest interactions.    
• Ensures that all guest requests, enquiries and complaints are responded to immediately and are followed up on efficiently and to the guests satisfaction. 
• Regularly monitors customer satisfaction and ensures personal responsibility and accountability. Reviews all mid cruise and end of cruise comment cards and acts accordingly. Guest satisfaction being measured on a cruise by cruise basis by guest rating scores.
• Provides information to guests about any aspect of the Silversea product – on the telephone and in person, positively preserving the integrity and image of the Company and its affiliations.
• Displays a full and comprehensive knowledge of the ships facilities, ports of call and services.
• Acts as a continual source of help, assistance and information to all guests.
• Maintains a high level of communication and feedback with the Hotel Director as well as other departments around the ship. 
• Supervises and ensures that an equitable and effective work schedule for the reception team is in place on a cruise by cruise basis and at least one day in advance. Ensuring constant manning of the reception desk.
• Supervises and ensures that an equitable In Port Manning schedule for the  reception team is maintained and displayed in an area accessible to all team members.
• Ensures confidentiality when handling sensitive information.
• Practices  good  administrative  housekeeping  for  all  employee  records  (i.e.  training  attendance sheets, test results, verbal counsels, resting hours).
• Organizes and leads training sessions for all reception team members to continuously develop their knowledge, techniques, skills, guest focus and sense of service. 
• Supervises the schedule and training of the Night Reception duties.
• Prepares cruise reports, identifying and suggesting ways to improve guest service and satisfaction.
• Assists the Financial Officer as required with general administrative duties and accounting matters.
• Assists the Financial Officer as required with the ships clearance and immigration paperwork.
• Coordinates the preparation of invitations, letters, personalized stationery, boarding passes/suite keys, taking into consideration the guests nationality and foreign languages that the Company caters for.
• Coordinates and  places orders for  materials, supplies and printed material as required  for the reception desk. 
• Accurately prepares the data for the disembarkation chart and arranges personalized disembarkation arrangements for each guest.
• Ensures the accuracy of the guests personal data such as, addresses, phone numbers and email addresses.
• Resolves simple to complex guest concerns and conflicts, positively influencing the guest experience using good judgement in resolving specific issues. 
• Assists  the  Hotel  Director with the proper follow up of guest incidents, including  appropriate documentation of guest recovery actions. 
• Updates the guest recovery logbook and ensures proper follow up and closure of all reported incidents. 
• Supervises the reception telephone and request logbook. 
• Proceeds in honoring requests for suite changes according to Company policy. 
• Interacts with management and fellow crew members on a regular basis to ensure that all necessary assignments are completed satisfactorily. 
• Solving of guest enquiries in the event that the shore concierge desk or shore concierge team is unavailable. 
• Provides basic information about the ports of call, shuttle schedules, tour departure times, maps and ships terminal facilities.