Guest Service Representative at Norwegian… · Unknown

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Responsible for providing a variety of services and giving accurate, consistent information to guests in an efficient and courteous manner while maintaining a pleasant and accommodating personality.

ESSENTIAL FUNCTIONS

• Responsible for answering the emergency telephone line and taking appropriate, immediate action as necessary.
• Handles guest requests in an effective way by taking ownership of the request then following-up until the matter is finalized to the guests’ satisfaction.
• Fully familiar with the Guest Recovery program and empowered to utilize as needed
• Maintains a cash float for giving change and cashing traveler checks for guests.
• Takes care of lost and found items and related documentation.
• Records significant guest related issues in the daily logbook for shared knowledge and follow-up.
• Functions as shift leader if Guest Service Supervisor is not on duty.
• Answering internal and external telephone calls through the switchboard, taking messages and forwarding them on to the appropriate person.
• Makes public address announcements as needed.
• Can be given the responsibility for special duties such as Lost & Found, Office Supplies, and Post Cards.
• Can perform administrative duties in the capacity of assistant to the Concierge that includes manning the Concierge Lounge hospitality desk, following through on regular suite requests, making reservations, contacting guests, etc.
• Can perform administrative duties to assist in ship’s clearance, BAGS program etc.
• Performs other related duties as assigned or as directed. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.
• Must be familiar with the Safety and Environmental Protection Policy and the SMS, and carry out the policies and procedures appropriate for his/her position.

DIMENSIONS

• Must be able to oversee and provide quality service for a large passenger vessel that can include from 1,000 to 4,000 guests.
• Must be familiar with all staterooms, facilities, and services available on board.

NATURE AND SCOPE

• Able to handle Guest complaints and deal with more complex situations. If a situation becomes more than a Guest Service Representative can deal with, complaints are to be directed to the supervisor on duty.
• Self-sufficient and willing to work on own accord when the night shift is assigned.
• Leads by example and adheres to company policies and procedures.
• Possesses the ability to relate with Guests and respond in a professional manner to their questions and concerns.
• Responsible for training of new staff and ensuring everybody operates in an effective and efficient manner.

QUALIFICATIONS

• Intermediate to Advanced verbal and written level of English is required.
• Intermediate to Advanced verbal and written level in at least one other language such as German, Spanish, French or Italian is preferred.
• Intermediate knowledge of Microsoft Word, Excel and Fidelio is strongly preferred.
• Must have at least six months experience in a similar role for a Hotel/Hospitality establishment or in a Guest Service related position on board ships.

EDUCATION

• High School Diploma or Foreign Equivalent is required.
• Two-year Associates degree or equivalent in Hotel Management and/or Guest Relations from a recognized hotel institution.

EQUAL OPPORTUNITY EMPLOYER
It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.