Summary: This role involves providing exemplary customer service, managing a diverse guest services operation, and handling escalated guest concerns. Highlights: 1. Manage and direct a positive, dynamic, diverse guest services operation 2. Provide exemplary customer and personal service, including problem resolution 3. Respond to escalated guest concerns with empathy and professionalism **Qualifications:** * 5years\+ managerial hotel experience in customer service in a hotel, or hospitality industry related field required. * Preferably with Shipboard experience and/or experience in a 4/5\* hotel handling front desk operations * Required to speak English clearly and distinctly. **Duties and Responsibilities:** * Knowledge of principles and processes for providing exemplary customer and personal service including needs assessment, problem resolution and achievement of quality service standards. * Flexibility to manage, focus, direct and encourage a positive, dynamic, diverse guest services operation by navigating through a changing work environment. Should be able to utilize and administer the progressive disciplinary action process through coaching and counseling to improve performance where possible. * Ability to work positively and cooperatively in a diverse team environment to meet overall established timeframes for the Guest Services division operation. * Responds to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively. * Maintains current knowledge of all ship’s regular events and special functions by reviewing all available data to provide guests with accurate and up\-to\-date information to answer questions and handle any special requests.
João Santos
Indeed · HR
João Santos
Indeed · HR
