Onboard 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

Job Description:

Job Summary

The Onboard Guest Services Coordinator will be responsible for overseeing and executing all pre-cruise guest services and ensuring that all company standards and procedures are followed.

Essential Job Duties

• To maintain and keep up to date all OBGS files and documentation.
• Process guest(s)’ special requests in MXP
• Report any IT related issues to the OBGS Supervisor or Director, Hotel Operations
• Answer phone calls in a polite and professional manner and ensure all voice mail is answered within 48 hours.
• Provide all information and assist guests with Service Animals onboard and medical needs
• Manage OBGS inbox and ensure all emails are answered within 72 hours.
• Prepare Cruise Notes for upcoming cruise(s) and forward information to all relative parties on board.
• Prepare all World Cruise amenities, special requests, gift orders and other preferences, in advance and ensure all information is promptly delivered to ships.
• Communicate Cruise notes with ships on a cruise basis.
• Manage onboard events and act as a liaison between the Sales/Groups/Reservations department and Hotel Operations Assistant
• Assist guests in making pre-cruise spa & dining reservations.
• Collect special assistance documentation from guests or travel partners, obtain approval from compliance departments and forward all documentation to ships.
• Assist guest(s) submitting their visitors’ requests to ships.
• Handle Lost & Found procedures according to company’s policy.
• Demonstrate a friendly and patient attitude through proper phone etiquette and positive voice inflection while maintaining quick call handling standards.
• Efficiently handle telephone inquiries from direct guests, following up with guests when needed.
• Participate in organized cross training with the Reservations department to continuously improve knowledge base of Crystal Cruises standards.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.

Competency

• 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.

Work Environment

Works in a typical office environment with quiet-to-moderate noise generated by computer printer, and light traffic.

Physical Demands

Requires sitting, standing, walking, bending, and reaching. May require lifting or pushing up to 25 pounds. Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment.

Expected Hours of Work

The position is full-time working from Monday – Friday. Occasional need for Overtime may be required.

EEO Statement

Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.