HAL - International Guest Services Associate

Holland America Line Careers • New York, NY

149d

About The Position

The International Guest Services Associate is responsible for providing all guests with a premium level of service both in person and over the telephone. This includes ensuring that all requests are handled courteously, promptly, and efficiently in accordance with company policies. The role also involves supporting the company's Global Guest program, which may include attending official ship guest events, translating written company materials, and assisting international guests with verbal translations as needed. The associate will log and maintain accurate records of all guest inquiries and concerns, and report situations requiring further attention to the Front Desk Supervisor.

Requirements

• Associates Degree or equivalent experience in hospitality management or business administration.
• Marlins Score of 90 or above.
• Minimum 2 years work experience in a Front Office Operation or Hospitality Environment.
• Ability to work well with shipboard and corporate personnel.
• Strong organizational skills and ability to handle complaints effectively.
• Working knowledge of computers and software programs such as Excel, Word, and PowerPoint.

Nice To Haves

• Knowledge of another language such as Dutch, Spanish, German, Japanese, Chinese-Mandarin, French, Russian, Italian, or Portuguese.
• Valid STCW certificate.

Responsibilities

• 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 set standards.
• Log and maintain accurate records of all guest inquiries, concerns, and requests.
• Perform translations of written company documents and assist international guests in verbal transactions.
• Handle phone duties including answering general inquiries, in-room dining calls, and dining reservations.
• Perform night duty tasks including handling emergency calls and completing administrative tasks.
• Maintain accurate work order files for easy reference.
• Ensure adherence to privacy and communication policies.
• Handle cash transactions required by guests.
• Perform administrative and record-keeping tasks.
• Acquire knowledge of the Mariner Loyalty Program to assist guests.
• Promote various services and programs to generate revenue.
• Promote the use of the Company's proprietary Navigator App.
• Maintain positive working relationships with co-workers and supervisors.
• Adhere to health and safety procedures.
• Comply with company policy regarding waste separation and environmental compliance.
• Uphold high standards of professionalism, integrity, and personal appearance.

What This Job Offers

• Career Level: Entry Level
• Industry: Water Transportation
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees