Onboard Guest Services Coordinator

The Onboard Guest Services Coordinator will be responsible for overseeing and executing all pre-cruise guest services and ensuring that all company standards and procedures are followed.

• To maintain and keep up to date all OBGS files and documentation.
• Process guest(s)’ special requests in MXP.
• Report any IT related issues to the OBGS Supervisor or Director, Hotel Operations.
• Answer phone calls in a polite and professional manner and ensure all voice mail is answered within 48 hours.
• Provide all information and assist guests with Service Animals onboard and medical needs.
• Manage OBGS inbox and ensure all emails are answered within 72 hours.
• Prepare Cruise Notes for upcoming cruise(s) and forward information to all relative parties on board.
• Prepare all World Cruise amenities, special requests, gift orders and other preferences, in advance and ensure all information is promptly delivered to ships.
• Communicate Cruise notes with ships on a cruise basis.
• Manage onboard events and act as a liaison between the Sales/Groups/Reservations department and Hotel Operations Assistant.
• Assist guests in making pre-cruise spa & dining reservations.
• Collect special assistance documentation from guests or travel partners, obtain approval from compliance departments and forward all documentation to ships.
• Assist guest(s) submitting their visitors’ requests to ships.
• Handle Lost & Found procedures according to company’s policy.
• Demonstrate a friendly and patient attitude through proper phone etiquette and positive voice inflection while maintaining quick call handling standards.
• Efficiently handle telephone inquiries from direct guests, following up with guests when needed.
• Participate in organized cross training with the Reservations department to continuously improve knowledge base of Crystal Cruises standards.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Functions, duties, responsibilities, and activities may change at any time with or without notice.

• College Degree/Diploma or Hotel or Tourism School required.
• Minimum of 2 years’ experience in a luxury hotel or Cruise line is required.
• Must be able to remain calm under pressure.

Works in a typical office environment with quiet-to-moderate noise generated by computer printer, and light traffic.

• Requires sitting, standing, walking, bending, and reaching.
• May require lifting or pushing up to 25 pounds.
• Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment.

The position is full-time working from Monday – Friday. Occasional need for Overtime may be required.

Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

A&K Travel Group is a global lifestyle and travel company that sets the standard for refined and personalized travel experiences. For more than three decades Crystal has been synonymous with exceptional, award-winning voyages. In 2022 AKTG acquired the Crystal brand and its two vessels, Crystal Serenity and Crystal Symphony, ushering in a new era of Exceptional at Sea.