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