Front Desk Coordinator

2 days ago

Cape Town, Western Cape, South Africa Crew Life at Sea Full time
About the Role

Crew Life at Sea is seeking a highly skilled Front Desk Coordinator to join our team. As a key member of our front desk team, you will be responsible for providing exceptional guest service, handling cash transactions, and maintaining accurate records.

Key Responsibilities
  • Guest Services: Welcome guests warmly, provide a friendly and professional demeanor, and assist with guest inquiries, check-in/check-out procedures, reservations, and general assistance throughout their stay on board.
  • Front Desk Operations: Manage the front desk area, ensuring it is clean, organized, and presentable at all times. Answer phone calls, emails, and other communication channels promptly and professionally.
  • Guest Records: Accurately enter guest information into the reservation system, including personal details, preferences, and special requests. Maintain guest records and update guest profiles as necessary.
  • Cash Handling: Process guest payments, handle cash transactions, and maintain accurate records of financial transactions in accordance with established procedures.
  • Concierge Services: Provide information and assistance to guests regarding onboard amenities, activities, dining options, and excursion bookings. Offer recommendations and make arrangements for guest requests.
  • Communication: Coordinate with various departments, including housekeeping, food and beverage, and entertainment, to address guest needs, resolve issues, and ensure seamless operations.
  • Administrative Support: Assist with administrative tasks, including filing, data entry, document management, and other clerical duties as assigned by the management team.
  • Guest Relations: Build positive relationships with guests, ensuring their needs are met and addressing any concerns or complaints professionally and promptly. Strive to exceed guest expectations and enhance guest satisfaction.
  • Safety and Security: Follow established safety and security procedures, including monitoring guest access to secure areas and reporting any suspicious activities or incidents to the appropriate personnel.
  • Knowledge Update: Stay updated on ship information, itineraries, safety procedures, and other relevant information to provide accurate and up-to-date information to guests.
Requirements
  • Customer Service Skills: Excellent customer service skills with a friendly and professional attitude. Strong interpersonal and communication skills to interact with guests of diverse backgrounds.
  • Multilingual Skills: Proficiency in English is required. Additional language skills are highly advantageous, especially those commonly spoken by cruise ship guests.
  • Organizational Skills: Strong organizational and multitasking abilities to handle a high volume of guest interactions, inquiries, and administrative tasks efficiently.
  • Attention to Detail: Meticulous attention to detail to ensure accurate data entry, reservation processing, and cash handling.
  • Problem-Solving Abilities: Ability to think quickly and make decisions to address guest needs, resolve issues, and provide appropriate solutions.
  • Computer Skills: Proficiency in using computer applications and reservation systems. Knowledge of MS Office suite (Word, Excel, Outlook) is desirable.
  • Flexibility: Willingness to work irregular hours, including evenings, weekends, and holidays, as required by the cruise ship's schedule.
  • Professional Appearance: Presentable appearance and adherence to the ship's grooming standards.
  • Cultural Sensitivity: Awareness and respect for cultural differences, understanding guest preferences, and adapting service accordingly.
  • Integrity: Demonstrated reliability, honesty, and trustworthiness in handling confidential information, managing resources, and maintaining professional ethics.

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