This is a remote position.
- Act as central point of reference for shipboard information and services to guests
- Facilitate the flow of information to departments in order to ensure awareness of guest issues and assist in resolving any problems;
- Assist Guests with routine queries and where possible, provide resolution to problems;
- Assist Concierge in supervising and monitoring front office operations, ensuring compliance with policy according to guidelines issued by the Company;
Responsibility and Authority
- Guest Experienceo Demonstrates genuine concern for guests’ wellbeing at all times;
- Acts as a filter for guest complaints or concerns to Concierge;
- Ensures front desk logs and reports are maintained within Company Standards;
- Ensures guest requests are dealt with in a timely and efficient manner and that appropriate follow up is carried out;
- Ensure all end of cruise filing and cruise startup preparation is completed in a timely manner; Liaise with the concierge ensuring the flow of information to the Front Office;
- Daily follow-up of all front desk logs;
- Assist the Concierge on the necessary documentation needed for embarkation;
- Prepares front desk schedules work rotation;
- Assist the Concierge in implementing and maintaining guidelines, procedures and training practices set by the corporate office;
- Compiling Oceania Club Party Listings, preparing and sending invitations, preparing list of repeaters by no of cruises and reverting back to OCI Corporate with ships updated records;
- Voyage of Distinctions preparing and sending invitations;
- Assists Chief, Crew and Second Purser with additional requests as deemed necessary;
- Updates folders for the current cruise, telephone directory and cabin availability lists;
- Attends to guest requests;
- Telephone duties;
- Comment card data entry and other administrative duties as required;
- Embarkation and debarkation duties (guest check-in);
- Ensures sufficient amount of printed matters available at all times;
- Logging guest issues in front desk logs and ensures follow up completed;
- Passes on queries from guests regarding on board account, amenities, shipboard credits flights etc etc;
- Attends front office meetings;
- Performs all other duties as requested by supervisor or as listed in SOP Manual – Front Office;
- Responsible for setting up guest account, cash payments and guest account queries;
- Providing US Dollars and foreign currency exchange services to guests;
- Providing Cash Advances and Foreign Currency Account Payments to guests;
- Safe Audits daily and foreign currency audits;
- Attending on board gaming activities and preparing final figures and audits;
- Accounting duties as instructed by Chief Purser or Second Purser;
- Performs all other duties as requested by supervisor.
- Trains new reception staff in front office operations;
- Promotes and Participates in Signature Service Training Program
- Monitor the practical application of the Company's policy, procedures and instructions.
- Immediately report to the Master any instances where the vessel is unable or fails to comply with any Company’s policy, procedure, instruction, and any safety, environmental, or security requirement.
- Participate in crew and passenger safety drills according to instructions from ship’s command;
- Comply with company safety and pollution prevention regulations;
Requirements
Education and Experience
- Confident using MS Office Suite
- Fidelio Cruise including (but not limited to) modules:
- Cruise Management, Quick Check In.
- Micros Fidelio Point of Sale
- Hospitality Background preferred;
- Reception and Front Office background preferred;
- Understanding of the highest level of service;
- Excellent administrative skills;
- Strong leadership skills and practice "leadership by example";
- Outgoing personality, open minded and flexible;
- Ability to work in an international environment;
- Ability to perform well under pressure;
- Excellent appearance and excellent social skills;
- Well organized;
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