Guest Service Associate - Pride of America

NCLA Norwegian Cruise Line America; United States; On-site; USD 32,000 - 48,000; Full time

Job summary

Norwegian Cruise Line Holdings is seeking a Guest Services Associate to join our onboard team. You will answer the emergency line, take ownership of guest requests, and coordinate with supervisors to ensure guest satisfaction on a vessel carrying 1,000–4,000 guests.

You will be trained in the Guest Recovery program, manage the switchboard, write hands in logbooks, handle lost and found, and assist with Concierge duties, ship clearance, and related administrative tasks.

Qualifications

• Intermediate to advanced level English is required.
• Ability to communicate in another language (German, Spanish, French or Italian) is preferred.
• Proven guest relations experience in hospitality or onboard settings is required.

Responsibilities

• Answer emergency telephone line and take immediate action.
• Own guest requests and follow up until satisfaction.
• Utilize Guest Recovery program as needed.
• Manage cash float for change and traveler checks.
• Handle lost and found and document items.
• Record guest-related issues in the daily logbook.
• Answer calls via switchboard and relay messages.
• Make public address announcements as needed.
• Assist Concierge with lounge desk, reservations and guest contact duties.
• Assist with ship clearance and BAGS program as requested.
• Perform other related duties as assigned.
• Familiar with Safety and Environmental Protection Policy and SEMS.

Skills

English proficiency

Multilingual ability

Education

Two-year Associates degree in Hotel Management/Guest Relations

Tools

Microsoft Word

Excel

Fidelio

Job description

ESSENTIAL FUNCTIONS

• Responsible for answering the emergency telephone line and taking appropriate, immediate action.
• Handle guest requests in an effective way by taking ownership of the request then following-up until the matter is finalized to the guest’s satisfaction.
• Fully familiar with the Guest Recovery program and empowered to utilize as needed
• Maintains a cash float for giving change and cashing traveler checks for guests.
• Takes care of lost and found items and the related documentation.
• Records significant guest related issues in the daily logbook for shared knowledge and follow-up.
• Answers internal and external telephone calls through the switchboard, taking messages and forwarding them on to the appropriate person.
• Makes public address announcements as needed.
• Assigned special duties such as Lost & Found, Office Supplies, and Post Cards.
• Can perform administrative duties in the capacity of assistant to the Concierge that includes manning the executive lounge hospitality desk, following through on regular suite requests, making reservations, contacting guests, etc.
• Can perform administrative duties to assist in ship’s clearance, BAGS program etc.
• Performs other related duties as assigned or as directed.
• The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.
• Must be familiar with the Safety and Environmental Protection Policy and the SEMS, and carry out the policies and procedures appropriate for his/her position.

DIMENSIONS

• Must be able to oversee and provide quality service for a large passenger vessel that can include from 1,000 to 4,000 guests.
• Must be familiar with all staterooms, facilities, and services available on board.

NATURE AND SCOPE

Able to handle normal Guest complaints. If a situation becomes more than the Guest Service Associate can deal with, complaints are to be directed to the supervisor on duty.

Self-sufficient and willing to work on own accord when the night shift is assigned.

Possesses the ability to relate with Guests and respond in a professional manner to their questions and concerns.

Trained in time to be able to deal with all duties within the Guest Services Operation including Telephone Operator and night shift.

QUALIFICATIONS

• Intermediate to Advanced verbal and written level of English is required.
• Intermediate to Advanced verbal and written level in at least one other language such as German, Spanish, French or Italian is preferred.
• Intermediate knowledge of Microsoft Word, Excel and Fidelio is strongly preferred.
• Must have at least six months experience in a similar role for a Hotel/Hospitality establishment or in a Guest Service related position on board ships.

EDUCATION

• Two-year Associates degree or equivalent in Hotel Management and/or Guest Relations from a recognized hotel institution is required.

ATTRIBUTES

• Customer Service/Guest Relations Oriented and Well Organized
• Proactive, Team Player, Problem Solver
• Passionate about hospitality and customer service driven
• Must have a professional appearance and good hygiene
• Respect for all co-workers and guests
• Pride in your work by creating positive energy, excitement and fun
• Able to work 7 days a week
• Demonstrate positive behaviors; smiling, being polite and courteous
• Able to develop a camaraderie with team members
• Ability to live in close quarters, share limited space with other cabin-mates

PHYSICAL REQUIREMENTS

• While performing the essential functions of this job, all team members are required to stand; walk long distances on the ship; use hands to touch, handle or feel; reach with hands and arms; talk, hear, taste and smell. All vessel positions require repetitive motion of bending, climbing, going up and down stairs and lifting more than 25 pounds. This job requires specific vision abilities to include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• All team members must be physically able to participate in emergency life saving procedures and drills. All vessel positions require full use and range of arms and legs as well as full visual, verbal and hearing abilities to receive and give instructions in the event of an emergency including the lowering of lifeboats.
• Work within different temperature changes—indoors to outdoors.
• Able to pass basic safety course.
• This is a minimal description of duties. Other work requirements may be necessary and assigned as business or maritime law dictates.

EQUAL OPPORTUNITY EMPLOYER

It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we’re continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises brands.