Luxury Cruise Guest Services Coordinator

Crystal Cruises Ltd; Florida; On-site; USD 42,000 - 65,000; Full time

Job summary

Crystal Cruises Ltd. is seeking an Onboard Guest Services Coordinator to oversee and execute all pre-cruise guest services while ensuring adherence to company standards. You will manage files, respond to guest requests, and coordinate notes and amenities across ships.

The role requires experience in luxury hospitality or cruise lines, calm under pressure, and strong communication to support guest experiences onboard.

Qualifications

• College Degree/Diploma or Hotel or Tourism School required.
• Minimum of 2 years’ experience in a luxury hotel or Cruise line is required.
• Must be able to remain calm under pressure.

Responsibilities

• Maintain OBGS files and documentation.
• Process guest special requests in MXP.
• Answer phone calls and ensure voicemail is answered within 48 hours.
• Assist guests with Service Animals onboard and medical needs.
• Manage OBGS inbox and respond to emails within 72 hours.
• Prepare Cruise Notes for upcoming cruises and distribute to relevant parties onboard.
• Coordinate world cruise amenities, special requests, gifts, and other preferences.
• Communicate Cruise notes with ships on a cruise basis.
• Coordinate onboard events and liaise with Sales/Groups/Reservations and Hotel Operations.
• Assist guests with pre-cruise spa and dining reservations.
• Collect and forward special assistance documentation to ships.
• Assist guests with visitor requests to ships.
• Handle Lost & Found procedures as per policy.
• Display friendly, patient phone etiquette and swift call handling.
• Handle telephone inquiries and follow up with guests as needed.
• Cross-train with Reservations to improve knowledge of Crystal Cruises standards.

Skills

Calm under pressure

Education

College Degree/Diploma or Hotel or Tourism School

Job description

Crystal Cruises Ltd. is seeking an Onboard Guest Services Coordinator to oversee and execute all pre-cruise guest services while ensuring adherence to company standards. You will manage files, respond to guest requests, and coordinate notes and amenities across ships.

The role requires experience in luxury hospitality or cruise lines, calm under pressure, and strong communication to support guest experiences onboard.