International Guest Relations Associate (m/f)

Skills and Education:
We are looking for an outgoing, friendly International Guest Relations Associate (m/f) for a well-known 4* American Cruise Line with international passengers. You should have good working experience in a similar position in 4*or 5* hotels. Ship experience would be considered a plus.

Key responsibilities:

1. 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 and in coordination with the G.R. Lead.
2. Log and maintain accurate records of all Guest inquiries, concerns and requests using systems provided and in accordance with set procedures. Promptly report to the G.R. Lead situations that require the attention of the Guest Relations Supervisor, Asst. Guest Relations Manager or Guest Relations Manager.
3. Will perform translations of written company documents and assist international Guests in verbal transactions as needed and attend social functions when directed.
4. Maintain accurate work order files for easy reference as well as files on daily Guest calls made to ensure quality assurance according to agreed standards.
5. Make use of the library of reference materials associated with the function to assist in answering Guest inquiries accurately and in a timely manner and provide suggestions for updates to the G.R. Lead.
6. Handle cash transactions required by Guests including and not limited to traveler checks, stamps, foreign exchange, gratuity adjustments and settlement of shipboard accounts in accordance with the company's established accounting policies and procedures.
7. Perform administrative and record-keeping tasks associated with Guest Relations Associate function.
8. Acquire in depth knowledge of all aspects of the Mariner Loyalty Program to assist guests with any related inquiries.
9. When assigned, perform all tasks related to the phone duty in a courteous, efficient and organized fashion including the handling of all requirements of the Mariner Loyalty Society Rewards Program through the use of the Siebel system and in accordance with set procedures.

Hiring Criteria:

• College degree in hospitality management; Hotel & Restaurant management /Tourism Graduate or a related field preferred or equivalent experience or
• Minimum 2 years work experience within a Front Office Operation /Hospitality Environment in a 4 star or above hotel/resort or cruise/passenger vessel or
• Minimum two years' work experience in a reputable call center or reservations agency
• International incumbents to have knowledge of another language:
  • Dutch, Spanish, German Japanese, Chinese- Mandarin, French, Russian, Italian or Portuguese

• Working knowledge of computers and the ability to navigate within a variety of software programs such as excel, word and PowerPoint.