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Qualifications:
- 5years+ managerial hotel experience in customer service in a hotel, or hospitality industry related field required.
- Preferably with Shipboard experience and/or experience in a 4/5* hotel handling front desk operations
- Required to speak English clearly and distinctly.
Duties and Responsibilities:
- Knowledge of principles and processes for providing exemplary customer and personal service including needs assessment, problem resolution and achievement of quality service standards.
- Flexibility to manage, focus, direct and encourage a positive, dynamic, diverse guest services operation by navigating through a changing work environment. Should be able to utilize and administer the progressive disciplinary action process through coaching and counseling to improve performance where possible.
- Ability to work positively and cooperatively in a diverse team environment to meet overall established timeframes for the Guest Services division operation.
- Responds to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively.
- Maintains current knowledge of all ship’s regular events and special functions by reviewing all available data to provide guests with accurate and up-to-date information to answer questions and handle any special requests.