Guest Relations Officer

Other
Category
Hotel

Overview

The focal point of The Guest Relations Officer’s (GRO) role revolves around ensuring total guest satisfaction through personalized service and memorable experiences. 

 

The GRO will achieve this by embodying exemplary problem resolution skills, keen listening skills, strong communication and organizational skills and genuine social skills.  By taking the initiative, being proactive in identifying solutions, and following up in a timely manner, the GRO will successfully resolve all guest challenges and concerns. 

 

The GRO must possess effective decision-making abilities, while maintaining the utmost level of professionalism with respect to appearance and demeanor at all times. The GRO will consistently maintain the departmental and company integrity by accepting ownership for all service recovery initiatives and interactions.

Responsibilities

 

All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality and Environmental standards.  In accordance with the Company's Service and Etiquette Philosophy program, each employee shall conduct oneself in a professional and courteous manner at all times.  This consists of physical and verbal interactions with guests or fellow shipboard employees, in the presence of guests or in crewmemberareas.

 

    • Provides all services of the Guest Relations Desk; including, but not limited to: lost luggage, stateroom changes, lost and found service, printing and issuing guest cruise cards, and broadcasting ships announcements.
    • Answers inquiries pertaining to Guest Relations services and general information.
    • Responds to guest concerns in a considerate, professional and positive manner by showing empathy and listening actively.
    • Takes ownership of guest concerns, by following-up and ensuring complaints are resolved to the guest’s satisfaction.
    • Maintains Guest Relations Resolution Log.
    • Maintains knowledge of all ship’s regular events and special functions by reviewing all available sources (vessel’s Daily Program, etc) in order to provide guests with accurate information to answer questions and handle special requests.
    • Registers guests for a variety of functions and/or services such as Captain’s Club parties, tuxedo rentals, as well as assist with the disembarkation procedure requests.
    • Sells and maintains inventory of certain items at the Guest Relations Desk, such as menus, robes, cookbooks, etc.
    • Assists the Financial Controller with exchanging foreign currency, travelers´ checks, and collection of payment on guest accounts.
    • Performs Bank duties on a regular basis.
    • Responsible for the “Bank” cash float and balancing of the float on a daily basis.
    • Understands the Safety & Quality Management Program, and his/her responsibilities in the Safety Organization according to the Emergency plan and Station Bill. Must be available, capable and ready to act in the event of an emergency.
    • Is aware of, and/or acquires the necessary knowledge to comply with the ship’s standard operation, in order to assist guests and crewmembers with inquiries.
    • Attends meetings, training activities, courses and all other work-related activities as required.
    • Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the shipboard employee occupying this position. Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management.
    • As needed, under the guidance of the Hotel Director, may be called upon to assist with Star Code duties, and/or following a Star Code, to assist a guest.

 

FINANCIAL RESPONSIBILITIES

Financial responsibilities for budget, expenses and/or achievement of revenue targets.

    • Assists the Financial Controller with exchanging foreign currency, travelers´ checks, and collection of payment on guest accounts.
    • Performs Bank duties on a regular basis.
    • Responsible for the “Bank” cash float and balancing of the float on a daily basis.
    • This position is responsible for indirect cost containment through the proper use, handling and maintenance of records, reports, documents, and equipment.  Ensures that guests are charged for pertinent special requests and services.

 

MOTIVATIONAL RESPONSIBILITIES

People management responsibilities to ensure optimal performance of the function.

    • This position does not have supervisory responsibilities.

Qualifications

All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality and Environmental standards.  In accordance with the Company's Service and Etiquette Philosophy program, each employee shall conduct oneself in a professional and courteous manner at all times.  This consists of physical and verbal interactions with guests or fellow shipboard employees, in the presence of guests or in crewmemberareas.

 

    • Provides all services of the Guest Relations Desk; including, but not limited to: lost luggage, stateroom changes, lost and found service, printing and issuing guest cruise cards, and broadcasting ships announcements.
    • Answers inquiries pertaining to Guest Relations services and general information.
    • Responds to guest concerns in a considerate, professional and positive manner by showing empathy and listening actively.
    • Takes ownership of guest concerns, by following-up and ensuring complaints are resolved to the guest’s satisfaction.
    • Maintains Guest Relations Resolution Log.
    • Maintains knowledge of all ship’s regular events and special functions by reviewing all available sources (vessel’s Daily Program, etc) in order to provide guests with accurate information to answer questions and handle special requests.
    • Registers guests for a variety of functions and/or services such as Captain’s Club parties, tuxedo rentals, as well as assist with the disembarkation procedure requests.
    • Sells and maintains inventory of certain items at the Guest Relations Desk, such as menus, robes, cookbooks, etc.
    • Assists the Financial Controller with exchanging foreign currency, travelers´ checks, and collection of payment on guest accounts.
    • Performs Bank duties on a regular basis.
    • Responsible for the “Bank” cash float and balancing of the float on a daily basis.
    • Understands the Safety & Quality Management Program, and his/her responsibilities in the Safety Organization according to the Emergency plan and Station Bill. Must be available, capable and ready to act in the event of an emergency.
    • Is aware of, and/or acquires the necessary knowledge to comply with the ship’s standard operation, in order to assist guests and crewmembers with inquiries.
    • Attends meetings, training activities, courses and all other work-related activities as required.
    • Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the shipboard employee occupying this position. Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management.
    • As needed, under the guidance of the Hotel Director, may be called upon to assist with Star Code duties, and/or following a Star Code, to assist a guest.

 

 

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