Guest Services Officer

Crew Life at Sea; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A premier cruise line in Cape Town seeks a dedicated Guest Services Representative. The role involves welcoming guests, handling inquiries, managing accounts, and coordinating with various departments to ensure exceptional service. Applicants should have a high school diploma, 2+ years in hospitality, and strong communication skills. Flexibility in working hours is essential for this dynamic environment.

Qualifications

• Minimum of 2 years of experience in a customer service role.
• Experience in the hospitality or cruise industry preferred.
• Ability to work in a fast-paced environment.
• Must be fluent in English; additional languages are a plus.

Responsibilities

• Greet and welcome guests as they embark on the ship.
• Provide information on onboard activities and services.
• Handle guest inquiries and complaints professionally.
• Manage guest accounts and process payments.
• Coordinate with departments to fulfill guest requests.

Skills

Excellent communication skills

Problem-solving abilities

Interpersonal skills

Conflict resolution skills

Flexibility in working hours

Education

High school diploma

College degree

Tools

Microsoft Office

Reservation systems

Job description

- 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