Guest Service Manager
4 semanas atrás
Company Description
Mystic Ocean is a new ocean cruise company based in Portugal, that offers cruises along iconic destinations such as Mediterranean, Baltic and North Seas. With a focus on delivering a value for money experience to its guests, Mystic Ocean is committed to establish a corporate culture focused on creating enriching career paths that create new opportunities for growth to our crew members.
Job Description
- To ensure that the highest level Guest Service is practiced at all times and that the Guest Service Team is working as per company procedures.
- To always greet and treat passengers in a friendly and professional manner.
- To supervise, coach, train and support the Guest Service team.
- To ensure that passenger complaints are always treated in the most diplomatic way.
- To follow up on previous complaints and ensure that the passenger´s problem has been solved to their satisfaction.
- To have an extensive knowledge about all outlets and services onboard to give the best possible passenger experience.
- To attend passenger events and receptions as required.
- To ensure that guest satisfaction is always as high as possible.
- To be present as much as possible at the Reception counter during the day.
- To handle Guest service duties such as Check-In, Check-Out, Lost Items handling, cash handling and all kind of passenger requests in a professional manner.
- To support all departments in regards to guest satisfaction and guest support.
- To prepare the working schedule for the Guest Service team in cooperation with the Senior Receptionist.
- To create side duty schedules for the Guest Service team.
- To prepare orders of office materials for the Guest Service team on a regular basis.
- To organize, plan and execute several passenger activities and events.
- To promote all revenue outlets onboard to passengers.
- To support passengers with special needs and who had an accident/ death and accompanying them to shore hospitals for support and translation.
- To plan, organize and advertise the daily program onboard in cooperation with several departments.
- To ensure that work stations are cleaned according to schedule, following the detail of USPH standards.
- To submit work orders when deficiencies are noted or when maintenance is required and to follow up on the work orders in a timely manner.
Qualifications
- Minimum of three (3) years’ experience in a hotel on land or two (2) years’ experience on board a cruise ship in similar position required.
- Must be fluent in written and spoken English as well as German.
- Any additional foreign language is a plus.
- Excellent interpersonal and public communication skills.
- Must have good administrative skills (Microsoft Office) Knowledge in MXP / POS is a plus.
- Basic accounting skills and excellent organizational skills required.
- Must possess excellent leadership skills and the ability to interact with all levels of people.
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