CCI GUEST SERVICES OFFICER - SPN

The Guest Relations Officer owns each guest interaction, follow up on experience and offering a seamless execution of premium service that is both exceptional and memorable. As part of the Guest Relations Team, the Guest Relations Officer is the liaison between the guest and all Hotel and Marine Departments, proactively anticipating every guest’s needs and expectations. The Guest Relations Officer must possess outstanding hospitality, communication and organizational skills in addition to effective decision-making abilities. Paying keen attention to detail, the Guest Relations Officer is held fully accountable for the quality of their guests’ personalized experience. This individual will take full ownership and accountability of their guest interaction, the guest sentiment following the personalized interaction and the orderliness, emergency preparedness and efficacy of the Front Desk Operations, back and front of house.All duties and responsibilities are to be performed in accordance with Company service standards, Standards of Excellence, Public Health guidelines, Key Performance Indicators, environmental, and safety policies in any area of the ship required.Maintains a constant presence of professionalism and emergency preparedness within the Front Desk Operations both back and front of house, being the brand voice and physical representative of the ship and guest relations for all interactions and calls providing impeccable quality of personalized service to internal and external guests and crew alike.Championing strong administrative skills, taking periodic metrics of data such as guest counts, desk volume, concern content and guest and crew interaction behavioral analysis.Readily communicates inventory, program access and maintenance requirements by taking full stewardship of work areas and tools.Due diligence, care and attention to detail in all interactions and operations with an elevated focus on precision during financial transactions and cash float operations.Responds to escalated guest concerns in an up-scale, considerate, professional and positive manner, showing empathy and actively listening.As an Officer, leads by example by maintaining a firm, calm composure in all situations, treats all guest and crew with equal humility and respect, champions cleanliness and orderliness when walking all guest and crew areas by correct reporting and ownership, greets all guest and crew following company’s standards and takes full ownership of all guest and crew occurrences that require direction and leadership.QUALIFICATIONS AND EDUCATIONHiring External Candidate RequirementsMinimum of two (2) years guest facing service experience in a luxury environment.Combination of education equivalent to high school diploma or any other source of education, training or experience that provides the required knowledge, skills and abilities. Confident, well-groomed appearance with a warm and welcoming demeanor.Strong emotional intelligence required with resourceful thinking and a working knowledge of conflict resolution.Ability to fulfill the above mentioned Key Responsibilities and all reasonable company requests. Additional Internal Candidate RequirementsCompletion of one contract in a guest contact / front-of-house capacity or have significant experience in a telecommunications/hospitality role focusing on conflict resolutions. Must have a shipboard performance rating above “Effective” and pass the Talent Plus Assessment(Exceptional cases can be reviewed on a “case by case basis”)LANGUAGE REQUIREMENTSAbility to speak English clearly, distinctly and cordially with guests.Ability to read and write English in order to understand and interpret written procedures.This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.Ability to speak additional languages such as Spanish, French or German preferred.PHYSICAL REQUIREMENTSWhile performing the duties of this job, the shipboard employee is regularly required to stand for prolonged periods using computer systems; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The employee must continually lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.All shipboard employees must be physically able to participate in emergency lifesaving procedures and drills. Full use and range of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats. Work Hours: to be on-call to the guests needs whilst complying with MLC requirements under the leadership of the Front Desk Manager.