POSITION SUMMARY

The Guest Services Officer will be responsible for ‘Delivering the Wow’ while demonstrating
exemplary problem resolution skills to our guests at all times. Actively listens and extends
assistance in order to resolve all guest issues and concerns. A strong guest satisfaction
disposition is mandatory, a people person, with a great sense of humor. The Guest Services
Officer must possess outstanding hospitality, focused customer service, strong communication
and organizational skills and effective decision-making abilities. Maintaining a high level of
professional appearance and demeanor at all times. Enhances department and company
reputation by accepting ownership for accomplishing new and different requests, exploring
opportunities to add value to job accomplishments.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Royal Caribbean International expects each shipboard management team member to relentlessly
exemplify the principles of the Anchored in Excellence Credo to all team members. In addition,
all duties and responsibilities are to be performed in accordance with Royal Caribbean
International’s The Royal Way, SQM standards, USPH guidelines, environmental, and safety
policies.
1. 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
applies to physical and verbal interactions with guests or fellow shipboard employees and/or
in the presence of guest contact and crew areas.
2. Greets all guests immediately with a friendly and sincere welcome. Uses a positive and clear
speaking voice, taking the time to understand all requests in detail. Responds to escalated
guest concerns in a considerate, professional and positive manner by showing empathy and
listening actively.
3. Always ‘Looking the Part’ the Guest Services Officer plays a key role in being the first
impression for the brand and our guests. Through effective ownership and by taking initiative
to ‘Own the Problem’ the Guest Services Officer will whenever possible seek to take
accountability for delivering outstanding problem resolution.
4. Responsible for being a determined and focused performer in a team of empowered Guest
Services professionals who will strive to deliver focused and extraordinary customer service
in accordance to Guest Services Vision and Mission Statement. Taking ownership and
accountability for reacting to guest feedback and requests effectively and efficiently. Through
maintaining knowledge of all guest ratings and comments assists in maintaining a culture
throughout the Guest Services team for owning issues and resolving to the full.
5. Maintains current knowledge of all ship’s regular events and special functions by reviewing
all available data in order to provide guests with accurate and up-to-date information to
answer questions and handle any special requests.
6. Provides cash and guest account services at the Guest Services desk such as accepting cash
payments, cashing personal or Traveler’s checks or exchanging foreign currencies. Follows
established procedures to maintain, safeguard, balance and reconcile, assigned cash float.
Assists guests during boarding and departure process, including establishing onboard credit,
selling and printing Explorations! Tickets and closing of guest accounts.
7. Provides all services of the Guest Services desk; including, but not limited to: tracing missing
luggage, baby-sitting arrangements, cash services, safety deposit box service, lost and found
service, printing and issuing of guest Sea Pass cards, and broadcasting ships announcements.
8. Assists guests with immigration and customs procedures and forms.
9. Must practice sound and prudent business sense and high professional ethics at all times.
Maintains guests’ confidence and protects organization reputation by keeping guest and
company information confidential.
10. Attends meetings, training activities, courses and all other work-related activities, as required.
11. Proper telephone etiquette is a key requirement. Must ensure that telephones are answered
promptly using positive and clear English communication, using the guest name at all times
where possible. Responsible for spending time manning the Telecom exchange as deemed
required by the Guest Services Management.
12. Enhances department and company reputation by accepting ownership for accomplishing new
and different requests, exploring opportunities to add value to job accomplishments.
13. Maintains safe, secure, and healthy environment by enforcing organizational standards,
procedures, and legal regulations. Effectively monitors, overseas and makes improvements to
workplace safety within the division and throughout the ship. Attends mandatory crew and
guest safety drills as required, including meetings, training activities, courses and all other
work-related activities.
14. 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:

· Minimum one-year experience in a customer contact position within the hotel field or related
industry.
· Minimum one-year cash handling experience, and an understanding of US currency and
exchange rates required.
· Proven customer service skills to interact appropriately with guests in a considerate,
Professional and positive manner by showing concern and listening actively.
· Ability to communicate tactfully with guests, department heads and shipboard
· Employees to resolve problems and negotiate resolutions.
· Ability to operate basic office equipment, including telephones, computers and copy
machines.
· Completion of high school or basic education equivalency preferred.

Internal Candidate Requirements:

In addition to the stated hiring requirements, internal candidates are required to fulfill the
following:
In addition to all of the above, a minimum of 90 days completed within the shipboard operation.

Language Requirements:

· Required to speak English clearly and distinctly.
· Aptitude 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 additional languages such as Spanish, French, German, Italian, Portuguese,
Chinese, Japanese, Korean, Swedish, Norwegian, or Danish is essential.

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. The employee must occasionally
lift and/or move up to 50 pounds. 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.