Job Description:
Key Responsibilities:
- Act as the primary point of contact for all guest inquiries and concerns onboard the cruise ship
- Handle and resolve guest complaints in a timely and professional manner
- Coordinate special requests and events for guests, such as birthdays, anniversaries, and other celebrations
- Maintain a high level of customer satisfaction by anticipating guest needs and addressing any issues that may arise
- Develop and maintain relationships with guests to enhance their overall experience on board
- Collaborate with other departments to ensure smooth operations and high-quality guest service
- Train and supervise a team of guest relations staff to ensure they provide exceptional service to guests
- Monitor guest feedback and provide regular reports to management
- Stay updated on industry trends and best practices to continuously improve guest relations processes and procedures
- Handle any emergency situations and follow company protocols
- Assist with onboard events and activities as needed
- Adhere to and enforce all company policies and procedures
Qualifications:
- Bachelor's degree in Hospitality Management or related field
- Minimum of 3 years of experience in guest relations, preferably in the cruise industry
- Strong communication and interpersonal skills
- Excellent problem-solving and conflict resolution abilities
- Ability to work in a fast-paced and dynamic environment
- Strong organizational and time management skills
- Proficient in Microsoft Office and reservation systems
- Fluent in English, additional languages are a plus
- Willingness to work flexible hours, including weekends and holidays
- Must be able to pass a background check and drug screening
- Must have a valid passport and be able to travel internationally