Onboard Guest Experience Specialist – VIP & Special Needs

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

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.