Onboard Guest Services Coordinator

Crystal Cruises•Aventura, FL

5d•Onsite

About The Position

The Onboard Guest Services Coordinator will be responsible for overseeing and executing all pre-cruise guest services and ensuring that all company standards and procedures are followed.

Requirements

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.

Responsibilities

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 Supervisor or Director, Hotel Operations.
Answer phone calls in a polite and professional manner and ensure all voice mail is answered within 48 hours.
Provide all information and assist guests with Service Animals onboard and medical needs.
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/Reservations 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.