About this role
Provide all Guests with a premium level of service in person and over the telephone by ensuring that all requests are courteously, promptly, efficiently handled in accordance with Company policies and ensure that follow up is consistent and without delay. When situations require, provide Guests with answers, alternatives and solutions to issues presented. The role of the GS Lead is that of a Senior Guest Services Attendant with the additional responsibilities of providing training to the GSA and IGSA team members and overseeing the smooth integration of first time GSAs and IGSAs into the team. The GS Lead owns the implementation of the onboard buddy system and the Learning Path Program for all newcomers, under the guidance and with the assistance of the Front Desk Supervisor. The ultimate goal is to ensure a consistent delivery of premium service to all guests by the entire GSA/IGSA team. Respond to all Guest requests, concerns and issues in a timely and professional manner. Provide a premium Guest service by handling all communications, verbal or written, in accordance with the set standards and in coordination with the Front Desk Supervisor. Provide guidance and support to all GSAs /IGSAs in their handling of Guest issues. Log and maintain accurate records of all Guest inquiries, concerns and requests using systems provided and in accordance with set procedures. Promptly report any issues to the Front Desk Supervisor that require their attention and that of the Front Desk Manager or Guest Services Manager. Drive the buddy program and foster the integration of Guest Services newcomers. Set-up and guide each newcomer through the Learning Path Program to ensure a successful completion and integration. Work closely with the Guest Services management team on revising trainings as existing policies and procedures get updated or new ones are introduced. Deliver Guest Services training to the team and/or individuals. Make use of the library of reference materials associated with the function to assist in answering Guest inquiries accurately and in a timely manner. Update the library as necessary based upon feedback from team members. Maintain accurate work order files for easy reference and as per company standard. Handle cash transactions required by Guests including and not limited to traveler checks, stamps, foreign exchange, gratuity adjustments and settlement of shipboard accounts in accordance with the company’s established accounting policies and procedures. Ensure adherence to the Accounting Policy 2.08: Privacy and Communication to protect guest and team member’s personal information (PI) when communicating with Port Agents, Tour Operators, Immigration Officials, etc. Perform administrative and record-keeping tasks, including but not limited to the training activities. Actively promote the use of the Company’s proprietary Navigator App and responsible for acquiring the necessary skills and knowledge to effectively assist guests with the workings of the app. Maintain positive, effective, and respectful working relationships with co-workers, supervisors, managers, and officers within and across department boundaries. Adhere to ship’s relevant health & safety procedures as required. Comply with company policy regarding waste separation and environmental compliance. Uphold and display high standards of professionalism, integrity, honesty, attendance, punctuality, and personal appearance. Multilingual Guest Services Lead will perform translations of written company documents and assist international Guests in verbal transactions as needed.