POSITION SUMMARY

This position provides specific language assistance and translation to non-English and
International speaking guests in order for them to understand and enjoy all aspects of the
cruise experience.
As a support role within Guest Services, this position lends assistance to the permanent
International Ambassador where and when needed and as deemed necessary by the Guest
Services Manager.
This position can be extended for the duration or a portion of a season, or on a rotation
basis. If an onboard employee from another area is chosen for this position, they will
revert to their permanent position code onboard after the assignment ends.
The Associate International Ambassadors may also rotate around the fleet as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

All duties and responsibilities are to be performed in accordance with Royal Caribbean
International’s The Royal Way, SQM Policies and Procedures, USPH guidelines,
environmental, and safety policies. Each shipboard employee may be required to perform
all functions in service various venues throughout the ship.
In accordance with Royal Caribbean International’s philosophy of Anchored in
Excellence , each employee conducts oneself in a professional and courteous manner at all
times. This consists of physical and verbal interactions guests or fellow shipboard
employees and/or in the presence of guest contact and crew areas.
1. Assist with the International program throughout all service related departments
onboard the ship. This includes and is not limited to:

• Provide consecutive or simultaneous interpretation services for guests
  requiring language assistance.
• Must demonstrate a strong written command of the applicable languages to
  provide assistance with translations of a variety of documents and
  communications for guests; including the daily Cruise Compass, letters and
  other collateral materials. Also assists with translations for all other
  departments when foreign language translation is needed onboard.
• Review and ensure the accuracy of collateral materials and coordinate the
  distribution of in-stateroom materials with the Housekeeping department and
  all in-language.
• Translate announcements over the public address system.
• Serve as host and/or translator for any type of event or activity with a large
  number of non-English speaking guests. This includes but is not limited to, the
  Welcome Aboard Show, Farewell Show, Cruise Staff Cocktail Shows, out
  island activities, charters, affinity, promotional, incentive, presentations, and
  various theme night arrangements. Voyager class ship events include Royal
  Promenade and Studio B.
• Assist the International Ambassador onboard answering inquiries, offering
  suggestions, and providing descriptive literature in various languages
  pertaining to shore excursions, onboard activities, entertainment, etc.
• Escort guests on shore excursion tours to assist non-English speaking guests.
  Utilize opportunity to socialize with guests and available for guest assistance.
• Assist guests with immigration and customs procedures and forms, aspects of
  Customs and Immigration during the embarkation and debarkation process.
  Conduct individual or group presentations to international guests regarding the
  departure and arrival procedures. Disseminates information, directs and
  escorts guests to staterooms and or exits. May provide translation for
  Customs and Immigration Officers.

2. Must practice sound and prudent business sense and high professional ethics at all
times. Maintains guests’ confidence and protects organization’s reputation by
keeping guest and company information confidential.
3. Perform any duties as set forth by the Guest Services Manager, such as working
the Guest Services desk, liaising with guests, assisting with any established
procedures within the Guest Services division and actively providing support as
the business needs dictate.
4. Attends meetings, training activities, courses and all other work-related activities
as required.
5. Performs related duties as required. This position description in no way states or
implies that these are the only duties to be performed by the shipboard employee
occupying this position. Shipboard employees will be required to perform any
other job-related duties assigned by their supervisor or management.

QUALIFICATIONS

Minimum hiring, language and physical requirements to perform the job.

Hiring Requirements:

• Ability to utilize proven multi lingual customer service skills by exercising
  authority and discretion to satisfy guests (some of whom will require high levels
  of discretion, patience, tact and diplomacy) in a manner consistent with Royal
  Caribbean International’s The Royal Way.
• Ability to speak, read and write clearly, distinctly and cordially in English, plus at
  least three additional languages such as Spanish, Italian, French, German or
  Portuguese. Additional language mix may also be one of the following: Japanese,
  Korean, Finnish, Swedish, Danish, Chinese and Russian. A language proficiency
  test may be required
• Ability to read and write English, plus at least two additional languages stated
  above, in order to understand and interpret written procedures. This includes the
  ability to give and receive instructions in written and verbal forms and to
  effectively present information and respond to questions from guests, supervisors
  and co-workers
• Ability to pay close attention to detail.
• Working knowledge of computers with e-mail and business related software
  packages such as word processing and spreadsheet applications, knowledge to
  operate all office equipment and ability to perform basic math functions with
  regard to product and service pricing
• Minimum two years front of house managerial/operational experience in a hotel,
  cruise line or hospitality industry related field preferred or Bachelor’s degree in
  hospitality management, business administration or related field from an
  accredited college, university or the international equivalent preferred.
• Flexibility to manage change and ability to work positively and cooperatively in a
  diverse team environment to meet overall established timeframes for the Guest
  Services division operation
• Should harbor a flexible outlook towards placement throughout the fleet,
  considering changing fleet-wide operational business needs.

Internal Candidate Requirements:

In addition to the stated hiring requirements, internal candidates are required to fulfill the following:
Completion of one contract with a performance rating of satisfactory or above.

Language Requirements:

• Ability to speak English clearly, distinctly and cordially with guests.
• Ability to read and write English in order to understand and interpret written
  procedures. This includes the ability to give and receive instructions in written and
  verbal forms and to effectively present information and respond to questions from
  guests, supervisors and co-workers.
• Ability to speak read and write clearly additional languages such as Spanish, Italian,
  French, German or Portuguese. Additional language mix may also be one of the
  following: Japanese, Korean, Finnish, Swedish, Danish, Chinese and Russian. A
  language proficiency test may be required.

Physical Requirements:

While performing the duties of this job, the shipboard employee is regularly required to stand;
walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or
smell. Specific vision abilities required by this job include close vision, distance vision, color
vision, peripheral vision, depth perception, and ability to adjust focus.
All shipboard employees must be physically able to participate in emergency life saving
procedures and drills. Full use and range of arms and legs as well as full visual, verbal and
hearing abilities are required to receive and give instructions in the event of an emergency
including the lowering of lifeboats. Ability to lift and/or move up to 50 pounds.