Guest Services Associate

Position Summary
Provides front desk and guest support services, assisting with inquiries, payments, and onboard activities to ensure a smooth and enjoyable guest experience.

Key Responsibilities

• Assist international and domestic guests with daily onboard activities while maintaining guest relation standards.
• Perform front desk and phone duties, ensuring the highest standards of customer service.
• Support the Guest Services Supervisor with tasks such as Lost Luggage, Lost & Found, Access Services, and reporting.
• Handle guest concerns, document details, and ensure timely resolution with follow-up.
• Provide cash and account services, including payments, currency exchange, and check handling.
• Assist guests during boarding and departure, including account setup, excursion ticketing, and account closure.
• Maintain a professional, courteous, and service-oriented demeanor at all times.
• Greet guests warmly, acknowledge loyalty, and communicate clearly and empathetically.
• Respond to escalated concerns with professionalism, empathy, and active listening.
• Uphold environmental and safety policies in all duties.
• Demonstrate proper telephone etiquette and clear communication.
• Stay informed about ship events, voyage memos, and excursions to provide accurate information.
• Participate in meetings, training, and safety drills as required.
• Maintain positive interdepartmental relations and effective communication channels.
• Assist guests with Customs & Immigration procedures.

Minimum Requirements

• At least 2 years of experience in Guest Relations, Front Desk, or customer service roles.
• Fluency in English and conversational fluency in one additional language (Spanish, French, Italian, German, Russian, Mandarin, or Japanese preferred).
• Strong communication skills, both written and verbal.
• Ability to perform cash transactions and guide guests on payment options.
• Excellent problem-solving and guest-centric approach in a fast-paced environment.
• Professional demeanor with the ability to engage guests socially and positively.
• Minimum age requirement: 21 years old.
• Willingness to participate in safety drills and training.
• Ability to contribute positively to a diverse and energetic team environment.