Guest Services Officer

Crew Life at Sea Ltd.; Cape Town; On-site; ZAR 201,000 - 290,000; Full time

Job summary

Crew Life at Sea Ltd. is seeking an onboard Guest Services Agent to warmly welcome guests and assist with information on activities, services and amenities.

You will handle inquiries, resolve issues, manage guest accounts, and coordinate with departments to ensure exceptional experiences. The role requires strong communication, problem-solving skills, and flexibility for evenings, weekends and holidays, with a focus on VIP guests and personalized service.

Qualifications

• Minimum 2 years of experience in a customer service role.
• Experience in hospitality or cruise industry preferred.
• Excellent communication and interpersonal skills.
• Proficiency with Microsoft Office and reservation systems.
• Fluent in English; additional languages are a plus.
• Ability to work flexible hours, including evenings, weekends and holidays.

Responsibilities

• Greet guests and welcome them aboard with a warm, friendly atmosphere.
• Provide information on onboard activities, services, and amenities.
• Answer guest inquiries, handle complaints, and resolve requests promptly.
• Manage guest accounts and process onboard payments.
• Coordinate with departments to fulfill guest needs and resolve issues.
• Maintain desk cleanliness and organization.
• Brief guests daily about upcoming events and activities.
• Assist with check-in and check-out processes.
• Handle emergencies following proper procedures.
• Serve as contact for VIP and special needs guests.

Skills

Excellent communication

Interpersonal skills

Conflict resolution

Microsoft Office

Reservation systems

Fluent in English

Education

High school diploma or equivalent

College degree preferred

Tools

Reservation systems

Microsoft Office

Job description

Key Responsibilities:

• Greet and welcome guests as they embark on the ship, ensuring a warm and friendly atmosphere
• Provide information and assistance to guests regarding onboard activities, services, and amenities
• Handle guest inquiries, complaints, and requests in a timely and professional manner
• Manage guest accounts and process payments for onboard purchases
• Coordinate with other departments to fulfill guest requests and resolve any issues
• Maintain a high level of cleanliness and organization at the guest services desk
• Keep track of guest feedback and make recommendations for improvement
• Assist with the check-in and check-out process for guests
• Conduct daily briefings to inform guests of upcoming events and activities
• Handle any emergency situations and follow proper procedures
• Uphold company policies and procedures at all times
• Act as a point of contact for VIP and special needs guests

Qualifications:

• High school diploma or equivalent required, college degree preferred
• Minimum of 2 years of experience in a customer service role, preferably in the hospitality or cruise industry
• Excellent communication and interpersonal skills
• Strong problem-solving and conflict resolution abilities
• Ability to work in a fast-paced and ever-changing environment
• Proficient in Microsoft Office and reservation systems
• Fluent in English, additional languages are a plus
• Must be able to work flexible hours, including evenings, weekends, and holidays