The guest service coordinator is responsible for delivering exceptional customer service through answering guest inquiries, both over the phone and in-person as a lobby host.
the role also involves providing timely administrative support to the guest services manager (gsm) and the hotel director (hd).
*position functions*:- coordinate and attend meetings with hotel director and prepare meeting minutes- coordinate and attend the sail sessions of the hd and gsm- provide sail support to the hotel management- prepare and maintain hess-ms forms, and department head evaluation forms and files for hd- assist the guest services operation with administrative side duties and work scheduled hours covering phone duty and assist as lobby host- have basic knowledge of the customer relations management systems to be able to document any guest issues and be able to provide the guests with updates- maintain and upkeep the s&s kiosks- coordinate the orders and requisitions for the guest service office supplies- handle administrative duties:- keep track of tgem rankings, ratings and comments for hd and gsm- keep the ship's phone list updated- prepare all vip letters, invitations, and any other letters requested by the hd and gsm- update and post the hd working schedule- coordinate, monitor, and handle all onboard groups and special functions, respond to any challenges and communicate with shipboard management and shoreside groups department:- prepare group logs, charts, and reports- ensure group set-ups and venues are in order- schedule and monitor the use of lounges for all group events via the groups management system- plan and organize last-minute groups and venue requests- respond and document all group queries and liaise with the gsm and hd for resolution- perform any other duties as assigned by the gsm or hd*position minimum requirements*:- minimum 1 years experience in customer service preferably within the hospitality industry.- excellent administration and computer skills- fluency in english and excellent telephone manner.- always conduct oneself in a professional and courteous manner and lead the team by example- display a friendly, engaging and positive attitude towards guests and team members, and always demonstrate commitment to the company values- use a positive and clear speaking voice and ensure proper telephone etiquette- follow the uniform policy and good hygiene practices at all times- abide by the rules and regulations set forth by the company- stay current and follow all u.s. Public health, environmental and global hess procedures- attend meetings, training, safety briefings/drills, and all other work-related activities, as required- follow proper timekeeping procedures- be able to stand for more than 8 hours a day, and on occasions be able to lift items heavier than 50 pounds*contract*:- 6-7 months onboard followed by 2 months' vacation (rolling contracts)- shared cabin with private bathroom facilities