Guest Services Officer - ITA

Royal Caribbean Group; Lombardia; On-site; EUR 25,000 - 35,000; Full time

Job summary

Royal Caribbean Group seeks a Guest Services Officer to welcome guests and deliver outstanding service aboard our ships sailing to worldwide destinations. You will handle guest inquiries, assist with luggage and payments, and provide accurate information on ship activities.

The ideal candidate has hotel or hospitality experience, demonstrates cash handling and payment processing skills, and communicates clearly in English and Italian while delivering a warm guest experience.

Qualifications

• 1 year+ hotel experience in customer service or related industry.
• Proven experience in processing guest-facing financial transactions (including cash and/or credit card/digital payments).
• Awareness of U.S currency and exchange rates (preferred).
• Proficiency in Italian.

Responsibilities

• Greets guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, taking the time to understand all requests in detail.
• Responds to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively.
• Always looking the part, the Guest Services Officer plays a key role in being the first impression for the brand to our guests.
• Through effective ownership and initiative the Guest Services Officer will seek to take accountability for delivering an outstanding guest experience through problem resolution.
• 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.
• Proper telephone etiquette is a key requirement. Must ensure that telephones are answered promptly using positive and clear English communication, using the guest name when possible.
• Provides all services of the Guest Services desk; including, but not limited to: tracing missing luggage, cash services, safety deposit box service, lost and found service, printing and issuing of guest Sea Pass cards, and broadcasting ships announcements.

Skills

Hotel experience

Customer service

Cash handling

Payment processing

Italian language

Job description

• 1year+ hotel experience in customer service or related industry
• Proven experience in processing guest-facing financial transactions (including cash and/or credit card/digital payments)
• Awareness of U.S currency and exchange rates (preferred)
• Proficiency in Italian

Duties and Responsibilities:

• Greets all guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, taking the time to understand all requests in detail.
• Responds to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively.
• Always looking the part, the Guest Services Officer plays a key role in being the first impression for the brand to our guests.
• Through effective ownership and initiative the Guest Services Officer will seek to take accountability for delivering an outstanding guest experience through problem resolution.
• 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.
• Proper telephone etiquette is a key requirement. Must ensure that telephones are answered promptly using positive and clear English communication, using the guest name when possible.
• Provides all services of the Guest Services desk; including, but not limited to: tracing missing luggage, cash services, safety deposit box service, lost and found service, printing and issuing of guest Sea Pass cards, and broadcasting ships announcements.