What are the responsibilities and job description for the Onboard Guest Services Coordinator position at Crystal Cruises?
Crystal Cruises is seeking highly motivated and experienced candidates to join our Onboard Guest Services (OBGS) department. You will be responsible for overseeing and executing all pre-cruise guest services and ensuring that all company standards and procedures are followed.
Goals & Responsibilities
- To maintain and keep up to date all OBGS files and documentation
- Process guest(s)' special requests in MXP
- Report any IT related issues to the OBGS Manager or Director, Hotel Operations
- Answer phone calls in polite and professional manner and ensure all voice mails are answered within 48 hours
- Apply and redeem guest(s) loyalty program Milestones accurately in the system and assist shipboard teams clarifying any information related to loyalty points
- Manage OBGS inbox and ensure all emails are answered within 72 hours
- Prepare Cruise Notes for upcoming cruise(s) and forward information to all relative parties on board
- Prepare all World Cruise amenities, special requests, gift orders and other preferences, in advance and ensure all information is promptly delivered to ships
- Communicate Cruise notes with ships on a cruise basis
- Manage onboard events and act as a liaison between the Sales/Groups department and Hotel Operations Assistant
- Assist guests in making pre-cruise spa & dining reservations.
- Collect special assistance documentation from guests or travel partners, obtain approval from compliance departments and forward all documentation to ships
- Assist guest(s) submitting their visitors' requests to ships
- Handle Lost & Found procedures according to company's policy
- Demonstrate a friendly and patient attitude through proper phone etiquette and positive voice inflection while maintaining quick call handling standards
- Efficiently handle telephone inquiries from direct guests, following up with guests when needed
- Participate in organized cross training with the Reservations department to continuously improve knowledge base of Crystal Cruises standards
- College Degree/Diploma or Hotel or Tourism School required.
- Minimum of 2 years' experience in a luxury hotel or Cruise line is required
- Must be able to remain calm under pressure.
