Guest Service Coordinator

The Guest Service Coordinator is responsible for delivering exceptional customer service through answering guest inquiries both over the phone and inperson as a lobby host. The role also involves providing timely administrative supportto 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 HESSMS 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 ships 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 setups and venues are in order
• Schedule and monitor the use of lounges for all group events via the Groups Management System
• Plan and organize lastminute 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 policyand 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 workrelated 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:

• 67 months onboard followed by 2 months vacation (rolling contracts)
• Shared cabin with private bathroom facilities