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Hal - Guest Services Associate - Cssi

2 weeks ago

Kurla Mumbai Maharashtra, India Holland America Line Full time

**Description**:
Provide all Guests with a premium level of service in person and over the telephone by ensuring that all requests are courteously, promptly, efficiently handled in accordance with Company policies and ensure that follow up is consistent and without delay. When situations require, provide Guests with answers, alternatives and solutions to issues presented.

**Key Responsibilities**:

- Respond to all Guest requests, concerns and issues in a timely and professional manner.
- Provide a premium Guest service by handling all communications, verbal or written, in accordance with the set standards and in coordination with the Front Desk Supervisor.
- Log and maintain accurate records of all Guest inquiries, concerns and requests using systems provided and in accordance with set procedures. Promptly report to the Front Desk Supervisor situations that require the attention of the Front Desk Manager or Guest Services Manager.
- When assigned, perform all tasks related to the phone duty in a courteous, efficient and organized fashion. This includes, but is not limited to, answering the general enquiries line, handling In-Room Dining calls and orders, answer and handle dining reservations calls and fulfill the responsibilities of a telephone concierge to designated signature suite guests.
- When assigned, perform all tasks related to the night duty, including but not limited to handling calls to the emergency line and completing administrative tasks as per schedule and handovers.
- Handle cash transactions required by Guests including and not limited to traveler checks, stamps, foreign exchange, gratuity adjustments and settlement of shipboard accounts in accordance with the company’s established accounting policies and procedures.
- Maintain accurate work order files for easy reference and as per company standard.
- Make use of the library of reference materials associated with the function to assist in answering Guest inquiries accurately and in a timely manner and provide suggestions for updates to the Front Desk Supervisor.
- Ensure adherence to the Accounting Policy 2.08: Privacy and Communication to protect guest and team members personal information (PI) when communicating with Port Agents, Tour Operators, Immigration Officials, etc.
- Perform administrative and record-keeping tasks.
- Acquire in depth knowledge of all aspects of the Mariner Loyalty Program to assist guests with any related inquiries. Assist the Event Coordinator with the administrative tasks of the Mariner Program as required.
- Promote various services and programs as appropriate to generate revenue.
- Actively promote the use of the Company’s proprietary Navigator App and responsible for acquiring the necessary skills and knowledge to effectively assist guests with the workings of the App.
- Maintain a positive, effective, and respectful working relationships with co-workers, supervisors, managers and officers within and across department boundaries.
- Adhere to ship’s relevant health & safety procedures as required.
- Comply with company policy regarding waste separation and environmental compliance.
- Uphold and display high standards of professionalism, integrity, honesty, attendance, punctuality, and personal appearance.

**Skills, Knowledge & Expertise**:

- Associates Degree
- Bachelor’s Degree
- College or University degree or equivalent experience in hospitality management, business administration or a related field. International equivalent suffices.
- Marlins Score 90 or above. A valid STCW certificate.
- Minimum 2 years work experience within a Front Office Operation
- /Hospitality Environment in a 4 star or above hotel/resort or cruise/passenger vessel or a minimum of two years’ work experience in a reputable call center or reservations agency.
- Able to work well with both shipboard and corporate personnel. Being open minded, flexible, and able to handle constantly changing priorities. Ability to multi-task and evidence of strong organizational skills. A genuine interest in working with and helping guests and the ability to handle complaints and deal effectively with difficult situations. Must be able to work nightshifts for designated periods.
- Working knowledge of computers and the ability to navigate within a variety of software programs such as but not limited to Excel, Word, and PowerPoint.

**Physical & Travel Requirements**:

- Must be 18 years of age or older.
- Must be able to work varied shifts which can average up to 11 hours per day, every day while on board.
- Must be able to perform normal and assigned emergency duties. Must be able to don a lifejacket or immersion suit; crawl; feel for differences in temperatures; handle fire-fighting equipment; and wear breathing apparatus (where required as part of duties).
- Must be physically able to participate in emergency lifesaving procedures and drills. All vessel positions require full use and range of arms and legs as well as full visual, verbal and hea