Job expirat
Ensure that guests are given quality and accurate service at the Front Desk. Under the direction of the Guest Relations Manager and the Hotel Manager, wherever possible, implement improvements to create a more professional and "guest satisfying" package of Front Desk services.
Major Responsibilities:
1. Effectively anticipate and respond to onboard guest service requirements related to the Front Desk. Anticipate and respond to requests regarding cabin changes, lost luggage, complaints and other complex or sensitive issues. Assist passengers at the front desk.
2. Ensure that a daily log of comments and complaints is maintained and promptly bring serious situations to the attention of the Guest Relations Manager. Maintain log in such a way that useful management reports can be extracted to analyze recurring problems or trends.
3. Supervise Front Desk Attendants. As directed by Guest Relations Manager, set Front Desk Attendants' work schedules. Assign and ensure completion of work. Ensure Front Desk staff has all information appropriate to the successful completion of their work. rain and develop staff, including preparation of training materials, manual, procedures, checklists, forms, diagrams, charts, etc.
4. Sign all Work Orders generated by the Front Desk Attendants. Maintain accurate files of work orders for reference.
5. On monthly basis, evaluate Front Desk Attendant performance and review with Guest Relations Manager. As directed by Guest Relations Manager, conduct performance appraisal sessions with Front Desk Attendants.
6. Participate on Shore Excursions as directed by the Guest Relations Manager. After each excursion, complete the standard evaluation form for Shore Excursion Manager and also compile a report for all Guest Relations Staff.
7. Maintain a Port Information book for the ship's current itinerary, with the assistance for the Assistant Shore Excursion Manager. Keep it up to date as changes occur.
8. Perform administrative and record keeping tasks associated with Front Desk activities. Maintain records of guest embarkation/disembarkation and associated manifests and guest report.
9. Perform other miscellaneous duties as assigned.
10. Every Hotel Officer shall possess a certificate of competency of Lifeboatman.
11. Perform cash handling duties as required in supervision of Front Desk Attendants in a manner consistent with established policies and procedures.
The following courses and/or certificates are mandatory:
1. NEOP, Fam/Pers Surv (STCW)
The following courses and/or certificates are required:
1. LAW I
2. Quality Customer Service
3. English Testing
4. Sexual Harassment
5. Crew Fraternization
6. Team Building
7. Performance Appraisal
8. Workplace Safety
9. T.I.P.S.
The following courses and/or certificates are desired:
1. Wine Svc Training
2. Lifeboatman
3. First Aid/CPR/Heim
4. Hazardous Materials
Recrutarea fortei de munca