Guest Experience Specialist

3 days ago

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

We are looking for a Guest Experience Specialist to deliver exceptional guest service and create lasting memories for our passengers.

Key Responsibilities
  1. Provide Exceptional Guest Service: Greet guests warmly, respond to their queries, and provide personalized support throughout their journey.
  2. Manage Front Desk Operations: Oversee the front desk area, maintain a clean and organized environment, and handle cash transactions with accuracy and efficiency.
  3. Maintain Guest Records: Enter accurate and complete guest information into the reservation system, manage guest profiles, and ensure seamless guest experiences.
  4. Process Transactions: Handle guest payments, process cash transactions, and maintain accurate records of financial transactions.
  5. Offer Recommendations: Provide guests with information on onboard amenities, activities, dining options, and excursion bookings, and offer personalized recommendations to enhance their experience.
  6. Coordinate with Departments: Work closely with various departments, including housekeeping, food and beverage, and entertainment, to address guest needs, resolve issues, and ensure smooth operations.
  7. Assist with Administrative Tasks: Provide administrative support, including filing, data entry, document management, and other clerical duties as assigned.
  8. Build Positive Relationships: Foster strong relationships with guests, address their concerns, and strive to exceed their expectations.
  9. Follow Safety Procedures: Adhere to established safety and security protocols, monitor guest access to secure areas, and report any suspicious activities or incidents to the relevant authorities.
Requirements
  • Customer Service Skills: Excellent customer service skills with a friendly and professional attitude.
  • Multilingual Skills: Proficiency in English is essential; additional languages are highly valued.
  • Organizational Skills: Strong organizational and multitasking abilities to handle multiple tasks and deadlines.
  • Attention to Detail: Meticulous attention to detail to ensure accuracy in data entry, transaction processing, and record-keeping.
  • Problem-Solving Abilities: Ability to think critically and make sound judgments to address guest needs and resolve issues.
  • Computer Skills: Proficiency in using computer applications and reservation systems.
  • Flexibility: Willingness to work flexible hours, including evenings, weekends, and holidays.
  • Professional Appearance: Presentable appearance and adherence to the ship's dress code.
  • Cultural Sensitivity: Understanding and appreciation of diverse cultures and customs.
  • Integrity: Demonstrated integrity, honesty, and trustworthiness in handling confidential information and managing resources.

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