Guest Services Administrator

negotiable Expires in 7 months

JOB DETAIL

Reports To: Documentation Manager

Job Summary: This administrative function is a non-guest facing position vested with the responsibility of handling, preparing, producing, and filing administrative and logistical work for the Guest Services Department. This work is of critical importance and requires precision, accuracy, organization, and excellent deadline management.
This position reports directly to the Documentation Manager (DM) and will assist the DM in ensuring that all reports are completed in a timely and accurate manner.
It is an advantage but not a must-have requirement to have worked within the HAL Guest Services Department though the position is intended to be staffed from within because of the intrinsic, specific and proprietary knowledge required.
Although not a primary duty, multilingual staff in this position will, as necessary, continue providing secondary assistance with translations.

Key Responsibilities:

  • Ensure adherence to the Accounting Policy 2.08: Privacy and Communication to protect guest and team members personal information (PI) when communicating with Port Agents, Tour Operators, Immigration Officials, etc.
  • Given the critical importance of this function as it relates to deadlines of filings and accuracy of reports, at all times and without fail, keep the Documentation Manager aware of any issues, exceptions or roadblocks that could affect the deadline or effective and accurate delivery of any responsibility listed.
  • Maintain an effective, rigorously accurate and consistent filing system.
  • Prepare, plan, organize, compile, communicate and disseminate all logistical elements, questionnaires, documentation, and summaries related to embarkation and disembarkation.
  • Assist the Documentation Manager with and account for, distribute and file all daily movement reports – on/off, GCD, expected movements, no show, SOLAS and any other required movement reports as specified in the company’s policies.
  • Prepare all documentation, invitations, letters, reports and communication related to Intransit and CVG guests’ administration.
  • Administration, organization, communication and reporting of Service Staff movement and clearances including passports.
  • Administration and preparation of guest passport collection and distribution procedures with the assistance of dedicated support staff.
  • Maintain a consistently updated detailed library of resources, checklists, procedures and requirements as they pertain to each responsibility.

General Responsibilities:

  • Handle and resolve guest issues arising from documentation issues.
  • Promptly report situations that require the attention of the Documentation Manager.
  • Handle the administration, inventory and reporting of all SNAS and other ADA equipment rented through HAL.
  • Fulfill the administrative requirements of the Luggage Direct Program as per Company procedures.
  • Manage inventory, prepare, and distribute all special certificates related to milestones achieved by a vessel. (Equator crossing, Panama Canal, Antarctica, etc.).
  • Prepare, inventory, record, manifest, pack, dispatch and file required reports for lost and found items as per company policies.
  • International incumbents will, if and when necessary, provide additional assistance with translations of written company materials and assist international guests with verbal translations. This is however not a primary job function.
  • Maintain positive, effective and respectful working relationships with co-workers, supervisors, managers and officers within and across department boundaries.
  • 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.
  • 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.
  • Acting in compliance with all Brand Standards, Operational Procedures, Marine Hotel Regulations and Directives as they apply to the department.
  • Complying with safety and environmental regulations as they apply to the position.
  • Adhering to and complying with all official regulations issued by local authorities.
  • Follow and adhere to all health and safety procedures, training and requirements.
  • Comply with company policy regarding waste separation and environmental compliance.
  • Conduct regular training with all departmental team members on food waste separation and environmental compliance as per Global HESS policies.
  • 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): Preferable 1-year experience in a HAL Guest Services position.
  • Able to work well with both shipboard and corporate personnel.
  • Excellent verbal and written communication skills. Strong time management effectiveness. Being open minded, flexible, and able to handle constantly changing priorities. Ability to multi-task and evidence of strong organizational skills.
  • A genuine interest in working with and helping guests and the ability to handle complaints and deal effectively with difficult situations.
  • Strong knowledge of and experience with HAL Guest Services on board computer systems and programs, as well as components of Microsoft Office Suite.

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.