Guest Services Officer

Crew Life at Sea; Cape Town; On-site; ZAR 180,000 - 250,000; Full time

Job summary

A leading company in the cruise industry is seeking a guest services representative in Cape Town. The role focuses on providing excellent customer service, managing guest inquiries, and maintaining a welcoming environment. Ideal candidates will have customer service experience, strong communication skills, and the ability to work flexible hours.

Qualifications

• Minimum of 2 years of experience in customer service, preferably in hospitality.
• Fluent in English; additional languages are a plus.
• Ability to work flexible hours including evenings and weekends.

Responsibilities

• Greet guests and provide information regarding onboard activities and services.
• Handle guest inquiries, complaints, and requests in a professional manner.
• Assist with check-in and check-out processes for guests.

Skills

Communication

Problem Solving

Interpersonal Skills

Conflict Resolution

Education

High school diploma or equivalent

College degree preferred

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