Guest Relation Officer Azamara Cruises

Guest Relation Officer for Azamara Cruises

Department: Hotel

Employment Type: Contract

Location: Shipboard

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.

• 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 crew member.
• 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…