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This is a job onboard a Cruise Ship.
The International Guest Services assists all guests at the Guest Services Desk, but concentrates specifically on non-English-speaking groups and individual guests with their special needs and requirements in their native languages so as to give them a full, first class cruise experience.
- Receives and handles special requests from non-English-speaking groups and individual guests.
- Works in conjunction with, and assists, the Group Services Coordinator and Guest Service Manager with handling special requests such as Honeymoon set-ups, Anniversary Packages, Birthday Packages, special dietary needs, medical needs, etc. for non-English-speaking guests. Follows up to ensure departments responsible have completed the requirements.
- Contacts Group Leaders of non-English-speaking guests to assist the Group Services Coordinator in organizing group events.
- Contacts non-English-speaking guests when necessary to offer assistance in making restaurant bookings, ordering special local/dietary food, arranging special tours on board and with shore excursions.
- Available for daily, advertised desk hours at the Guest Services Desk to answer questions and provide assistance to non-English-speaking guests.
- Assists at embarkation, disembarkation and port talks, as well as being present during these times to assist non-English-speaking guests where necessary. Available at Immigration and Customs inspections, etc.
- Available to act as translator for non-English speaking guests needing to communicate with shipboard departments including, but not limited to, Medical, Security, Revenue outlets, Restaurant, Senior management.
- Coordinates announcements and the translation/printing of the Freestyle Daily, into the required languages relative to the non-English-speaking guest ratio on board each cruise.
- Meets and greets non-English-speaking VIP guests staying in suites as necessary and whenever possible.
- Handles guest requests in an effective way by taking ownership of the request then following-up until the matter is finalized to the guests’ satisfaction.
- Maintains a cash float for giving change and cashing traveler checks for guests.
- Available to assist Cruise Programs department in leading specific activities for non-English-speaking guests.
- Performs other related duties as assigned or as directed. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.
- Must be familiar with the Safety and Environmental Protection Policy and the SEMS, and carry out the policies and procedures appropriate for his/her position.
QUALIFICATIONS / REQUIREMENTS
- Intermediate to Advanced verbal and written level of English is required.
- Intermediate to Advanced verbal and written level in at least one other language such as German, Spanish, Russian, French or Italian is required.
- Intermediate knowledge of Microsoft Word, Excel, Micros and Fidelio Cruise is required.
- Must have at least one year management experience in Hotel and/or hospitality establishments; or in Guest Service related positions on board ships.
EDUCATION
- Two-year Associates degree or equivalent in Public Relations and/or Hotel management from a recognized hotel institution.
ATTRIBUTES
- Able to work independently
- Must be a quick and critical thinker, and a patient listener
- Able to speak publicly to large groups if necessary
- Customer Service/Guest Relations Oriented, Leadership Skills and Well Organized
- Proactive, Team Player, Problem Solver
- Passionate about hospitality and customer service driven
EQUAL OPPORTUNITY EMPLOYER
It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
