Reports To: Guests Relations Manager, Britannia Ship Service Limited Operations
The Senior Receptionist is responsible for the efficient operation of the Reception Desk, ensuring that passengers are treated in a friendly and polite manner and that guest questions and concerns are handled correctly.
Essential Duties and Responsibilities
Prepare work schedule for receptionists in conjunction with Guest Relations Manager ensuring adequate coverage of assigned areas for vessel schedule.
Assist at guest relations desk when needed, such as during meal times to come breaks or during times f heavy traffic.
Perform the function of berthing officer, by coordinating cabin allocations downloaded from reservations to the vessel.
Ensure that cabins are assigned correctly to guests.
Check for errors, such as double bookings, missing bookings, additional guests, etc.
Handle guest cabin change requests
Supervise guest check-in along with shore-side supervisor and assist with any problems. Manage pier pick up tickets on embarkation day.
Check in of supernumeraries, VIPs, and passengers with special needs.
Ensuring that passenger manifest is correct and ready for departure from embarkation port.
Confirm that no-show passengers are deleted.
Maintain passenger manifest on a daily basis.
Work with Purser to ensure that all mid-cruise movement is reflected correctly.
Ensure that passengers disembarking during the cruise have settled their onboard accounts prior to leaving.
Prepare, check and make all the necessary adjustments and changes to the Cruise News, using the relevant Publisher program.
Training & Development
Attend all meetings, training activities or classes related to assigned position as required.
Maintain a safe and sanitary environment for all guests and crew members.
Follow proper procedures and instructions at all times to prevent damage of any kind to ship or company property.
Know and comply with Shipsan, the European sanitation program, and United States Public Health Rules and Regulations pertaining to assigned working area.
Participate in safety drills as required.
Comply with Marella Cruises’ Safety and Pollution Prevention Program
Comply with Marella Cruises’ Operating Procedures Resources.
Other Duties and Responsibilities
Knowledge, experience, skill, and/or ability
Fluent in written and spoken English,
Must be able to communicate effectively with the senior management.
Ability to lead and make decisions.
Good administrative skills.
Experienced in coaching subordinates.
Must be cost and quality conscious.
Must adhere to specific scheduled work hours, yet be flexible if circumstances require it.
Work with international team members.
Perform assigned duties under pressure (time constraints).
Fluency in additional language(s)
Required computer skills
Knowledge of Microsoft programs to include but not limited to, Outlook, Word, Excel, and Power Point
High School education or better.
Minimum of three years in customer service elated experience on land or on ships.
Equivalent combination of education and experience.
Knowledge of general office practices, procedures and equipment.
Ability to prioritize tasks and work independently.
Strong organizational, interpersonal and communication skills.
Ability to interact with senior-level management and owner representatives.
Able to add, subtract, multiply and divide in all units of measure using whole numbers, common fractions, and decimals.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Work Environment & Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions for this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job the employee is regularly required to: Stand; Use hands to finger, handle, or feel; Reach with hands and arms; Talk or hear and smell.
The employee must be able to lift or move up to 55 pounds (25 kilograms) without assistance.
Ability to adjust focus, depth perception, peripheral vision, distance vision and close vision and to be able to otherwise perform the essential functions of the job in a manner that does not present danger to the employee or others with or without a reasonable accommodation.