Guest Services Supervisor

Key Responsibilities:

  • Ensures Guest Services Officers demonstrate a commitment to excellent guest service standards during each interaction and always meet Hotel Policies & Procedures requirements
  • Provides excellent daily service to Elite and Suite guests by working at the designated station at the Guest Services Desk; always willingly assists all other guests as required
  • Provides a positive first impression to every guest through a warm, welcoming greeting; always maintains a spotless and professional appearance
  • Observes guests to identify their preferences and adjusts service accordingly, anticipating guests’ needs during each guest interaction
  • Ensures that all guest complaints are listened to and understood with empathy, showing genuine interest at all times. Ensures responses are appropriate and in line with the Hotel Policies & Procedures
  • Knows team’s role descriptions, delivers them to all team members (new joiners, returning crew, and promoted crew), and communicates clear expectations based on each role description 
  • Promptly assist in completing performance appraisals that are fair, objective and accurate 
  • Observes each crewmember’s performance using his or her role description as a guide and delivers prompt and appropriate correction, improvement, or reinforcement. Coaches and develops skilled, engaged team members for career advancement
  • Actively participates in weekly department training sessions and regular staff meetings to communicate policies, discuss problems, and coordinate solutions.
  • Conscientiously assists the Guest Services Manager in developing routines to ensure staff gain experience in a variety of positions; willingly provides assistance as requested for embarkation, disembarkation, etc.
  • Responsibly handles financial transactions and ensures their cash-float is accurately balanced daily. Promptly and correctly prepares the pay-in of funds to the Guest Services Manager as required
  • Ensures all Guest Services Officers fully understand all Company financial controls and procedures relevant to their position
  • Maintains current, accurate knowledge of public health standards. Assists the Guest Services Manager in promptly helping coordinate onboard resources and the response in case any outbreak

Qualifications & Experience:

  • Graduate of recognized hotel or business school preferred
  • A minimum of 2 years' experience as a Front Desk Supervisor or Assistant Manager in an international environment (non-negotiable)
  • Fantastic attitude and a natural love and ability for dealing with complex issues in a guest facing environment
  • Previous people-management experience preferred
  • Proficiency in the use of computer-based programs
  • Excellent command of spoken and written English
  • Additional languages advantageous

Contract:

  • 6 months on-board, followed by 2 months of vacation
  • Single cabin with private bathroom facilities
  • Shipboard job title is Assistant Purser

Start Date:

Successful candidates will be scheduled to join vessels after completion of pre-employment paperwork.

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