Guest Services Officer - The Seven Seas Group

Department: Guest Svc

Location: Seven Seas (Nicaragua)

Description

By applying to this position, your application will be submitted to Seven Seas, one of Princess Cruises official Hiring Partners based in Central America. A recruiter from Seven Seas will contact you soon if your qualifications align with our requirements for this position.

As the world's leading cruise line, we understand that our guests have high expectations of us, and we have high expectations of our team members.

We appreciate your patience as we carefully review each candidate.

Set a course for adventure with Princess Cruises! The employer of choice in the cruise industry, our fleet of Love Boats offer exceptional facilities and extensive professional development and recreational programs for our valued teammates who hail from more than 60 countries around the globe.

An iconic brand beloved by millions, we love people who love what they do and work together to help our guests create a lifetime of wonderful memories while providing friendly, attentive and authentic service like only Princess can.

As a member of the Princess Family, you’ll enjoy a truly adventurous career with excellent incentives, unlimited opportunities for growth, and ports of call that will leave you breathless.

Key Responsibilities

• Always delivers guest service standards that meet or exceed Hotel Policies & Procedures for every guest interaction.
• Rapidly acquires a thorough knowledge of the ship, procedures, onboard product, daily activities, services provided, itinerary, and ports of call in order to swiftly provide accurate information and answers to all guest questions or concerns.
• Listens to all guest service issues with empathy and understanding, showing genuine interest at all times. Promptly escalating to Supervisor if appropriate.
• Provides a positive first impression to every guest through a warm, welcoming greeting; always maintains a spotless and professional appearance.
• Nurtures a memorable connection with every guest by remaining fully engaged through completion of service, leaving a positive last impression.
• Observes guest to identify their preferences and adjusts service accordingly, anticipating guests’ needs during each interaction.
• Understands and supports the onboard CRUISE program at all times.
• Productively participates in All Hands meetings and offers ideas to improve the onboard product and services.
• Ensures all guest complaints, including Hotel defects, are listened to and understood with empathy, showing genuine interest at all times. Ensures responses are appropriate and in line with guest service standards and Hotel Policies & Procedures.
• Ensures all guest complaints and Hotel defects are accurately documented per Hotel Policies & Procedures, escalating issues as appropriate without delay.
• Takes ownership of each complaint her or she has recorded and regularly follows up with the guest in question. Includes specific details of the resolution when updating the guest in Focus file and keeps all relevant parties informed at all times.
• Swiftly and satisfactorily resolves all guest service issues affecting a guest’s cruise experience.
• Promptly sends a “glitch” to guests, when appropriate, per Hotel Policies & Procedures.
• Responsibly handles financial transactions with strong attention to detail and ensures cash-float is accurately balanced daily. Promptly and correctly prepares the pay-in of funds to the Guest Services Manager.
• Takes personal responsibility for thoroughly comprehending all relevant Hotel Policies & Procedures all times.
• Assists the Guest Services Manager by promptly and politely contacting guests who are required to leave a form of payment or deposit on account.
• Accurately cashes travelers’ checks and provides cash change. Buys and sells foreign currencies and postage stamps as required.
• Correctly settles shipboard accounts by accepting payments made by credit card, travelers check, or cash.
• Responsibly accesses shipboard accounts, willingly providing guests with copies of folios on request and offering detailed explanations in response to any queries.
• Dependably and appropriately uses applicable hotel systems and other available tools. Takes responsibility for his or her knowledge of the product and adheres to all Hotel Policies & Procedures at all times.
• Ensures pertinent information is handed over to on-duty colleagues as appropriate following each shift and acts upon all outstanding issues that are handed over them.
• Promotes a positive environment within the department at all times through cooperation, flexibility, helpfulness, and prompt timekeeping.
• Consistently and faithfully adheres to Hotel Policies & Procedures Section B1-2, "Security of Cash Floats and Safes and Keys" at all times.
• Understands and adheres to all other applicable Hotel Policies & Procedures at all times.
• Complies with Hotel Policies and Procedures, Fleet Regulations, and other internal, external, and governmental regulations at all times.
• Maintains current, accurate knowledge of public health standards. Promptly helps coordinate onboard resources and the response in case NoV, H1N1, or other outbreak situations necessitate increased sanitation levels.
• Promptly performs General Emergency Procedure’s duties as directed in the ERP.
• Thoroughly understands and immediately follows all Hotel Policies & Procedures and Environmental Policies (HESS-MS) relating to 911 calls and ADA alarms.