Reports To: Guest Services Manager

Job Summary:

• Ensuring premium service delivery to all groups and their leaders.
• Organizing special site visits, Fam trips and events in collaboration with the Cruise and Travel Director and as requested by Ship’s Services.
• Coordinating and administering the Gift Order program as designed by the company.
• Overseeing the Club Orange Program.
• Administering the Mariner Loyalty Program.
• Owning the special VIP program and delivering all its elements in collaboration with other hotel departments involved.
• Driving the training of onboard sale of packages and amenities by the Guest Services staff.

Key Responsibilities:

Group leaders and Group Services delivery

• Be the contact person for all groups on board, working with Ship Services in the planning of groups and acting as host for site visits and special events booked by shore side offices.
• Be completely familiar with the ship’s common areas, meeting capacities, A/V equipment inventory and meeting room set-ups.
• Maintain an accurate and up to date filing system for all upcoming groups.
• Become familiar with all group requirements and ensure that proper timely communication of expectations and required services takes place with all concerned departments.
• Welcome and meet with all group leaders as required to review and follow up on their programs and provide adequate suggestions on items that can be added to enhance the group’s experience while increasing shipboard revenue.
• Act as a liaison onboard the ship and troubleshoot any issues to a rapid solution.
• Organize pre group event meetings with departments heads as necessary depending on the size/requirements of upcoming groups.
• Follow-up on all requirements and set-ups to ensure their timely and accurate delivery.
• Prepare a post group summary/report when the size of the group and complexity of the event require it.

Coordinate and administer the Gift Order Program

• Oversee the administration and timely accurate delivery of all components of the Gift Order Program as booked by Ship Services to the respective recipient.
• Work with concerned departments to ensure consistency of standards, sufficiency of inventories and timely communications.
• Coordinate and supervise/ensure the complete delivery of special event packages such as Renewal of Vows, Weddings and similar ‘once in a lifetime’ events.
• Pre-ordered Gift Orders and Celebration Packets for Neptune and Pinnacle Suites are done by the Concierge but overseen by the EC.
• Work with Guest Services Staff and Ships Services to drive onboard sale of packages.

Oversee the delivery of the Club Orange Program. services and amenities

• Work with and provide guidance to the dedicated “CO Host” in managing requests, issues and needs of Club Orange Guests.
• Follow up with the “CO Host” and concerned staff to ensure staterooms associated with the Club Orange Program are set-up in accordance with the brand standards.

Mariner Loyalty Program Administration

• Maintain updated in-depth knowledge of all aspects of the Mariner Loyalty Program.
• Work with GS staff to ensure required administrative steps are completed.
• Follow-up on the timely set-up of all Mariner Loyalty Events.
• As schedules allow co-host Mariner Loyalty functions with the Cruise & Travel Director

Managing the delivery of Corporate VIP Programs

• Work in direct collaboration with GEPD Senior Leadership to ensure flawless execution and delivery of High-Level VIP Service requests.

Drive Shipboard sale of packages and amenities

• Acquire complete knowledge of all packages available for sale on board.
• Regularly brief and train GS staff on ways to solicit the sale of packages.
• Promote and conduct the Behind-the-Scenes tour event.
• Take part in onboard revenue business meetings.

General Responsibilities:

• Respond to all Guest requests, concerns and issues in a timely and professional manner.
• Provide premium Guest service by handling all communications, verbal or written, in accordance with the set standards.
• Ensure all Guests requests are courteously, promptly, and efficiently handled in accordance with company policies and ensure that follow up is consistent and without delay. Provide answers, alternatives and solutions to issues presented.
• Log and maintain accurate records of all Guest inquiries, concerns and requests using systems provided and in accordance with set procedures. Promptly report situations that require the attention of the GSM.
• Actively participate in Guest Services Power Meetings with updates on Guest issues and sharing of important information.
• Attend Guest social events as required and instructed by the GSM.
• Maintain positive, effective, and respectful working relationships with co-workers, supervisors, managers, and officers within and across department boundaries.
• Adhere to ship’s relevant health & safety procedures as required.
• Comply with company policy regarding waste separation and environmental compliance.
• Uphold and display high standards of professionalism, integrity, honesty, attendance, punctuality, and personal appearance.
• Actively promote the use of the Company’s proprietary Navigator App and responsible for acquiring the necessary skills and knowledge to effectively assist guests with the workings of the App.
• Perform other miscellaneous duties and tasks as assigned by the Head of Department

Qualifications:

• Minimum Preferred education: Associates Degree
• Discipline/Major: College or University degree or equivalent experience in hospitality management, business administration or a related field. International equivalent suffices.
• Years and area of professional experience (required for the role): Minimum 2-year managing experience within a Front Office /Hospitality Environment. Minimum 1-year shipboard experience.
• The ability to work effectively and constructively with guests as well as across the organization both shipboard and corporate. Strong time management effectiveness, the ability to deal with multiple simultaneous priorities and armed with strong organizational skills. Being open minded, flexible, and able to handle constantly changing priorities. Must be genuinely interested in working with and helping guests and team members, regardless of the difficulty of the situations. A demonstrated commitment and ability to execute and deliver.
• A strong working knowledge of Microsoft Word, Excel, Outlook and PowerPoint. Experience with other computer systems and programs is an advantage.
• Cruise industry experience is strongly preferred. Event Management experience preferred.

Physical Requirements:

• Must be able to work varied shifts which can average up to 11 hours per day, every day while on board.
• Must be able to perform normal and assigned emergency duties.
• Must be able to don a lifejacket or immersion suit; crawl; feel for differences in temperatures; handle fire-fighting equipment; and wear breathing apparatus (where required as part of duties).
• Must be physically able to participate in emergency lifesaving procedures and drills. All vessel positions require full use and range of arms and legs as well as full visual, verbal and hearing abilities to receive and give instructions in the event of an emergency including the lowering of lifeboats.
• Must be able to maintain qualification of the Seafarer Medical Examination and pass the basic safety course.
• While performing the essential functions of this job, all team members are required to stand; walk long distances on the ship; use hands to touch, handle or feel; reach with hands and arms; talk, hear, taste and smell. All vessel positions require repetitive motion of bending, climbing, going up and down stairs and lifting more than 25 pounds.
• Must be able to work within different temperature ranges and changes— e.g., indoors to outdoors, hot climate, etc.

Travel Requirements:

• Passport – valid for a minimum of 6 months beyond a working assignment.
• Seafarer Medical Examination to declare fit for duty onboard ships.
• Must be able to acquire a United States C1D Visa, if required.
• Must be able to acquire a European Union Schengen Visa, if required.