Job Description

HAL - Guest Services Lead

Department: Guest Svc

Employment Type: Fixed Term Contract

Location: Global

Reporting To: Front Desk Supervisor

Description

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.

Key Responsibilities

• 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.

Experience

• Associates Degree
• College or University degree or equivalent experience in hospitality management, business administration or a related field. International equivalent suffices.
• Marlins Score 90 or above.
• International incumbents to also have a knowledge of another language such as:
• Dutch, Spanish, German, Japanese, Chinese- Mandarin
• French, Russian, Italian, or Portuguese Must hold a valid STCW certificate.
• This position is intended to be staffed from within as it requires specific intrinsic and proprietary knowledge that can only be acquired through tenure.
• Preferably one year experience in a HAL Guest Services position. Preferably two GSM endorsements.
• A keen interest in training and people development. Excellent verbal and written communication skills.
• Able to work well with both shipboard and corporate personnel. Being open minded, flexible, and able to handle constantly changing priorities. Ability to multi-task and evidence of strong organizational skills. A genuine interest in working with and helping guests and the
• ability to handle complaints and deal effectively with difficult situations.
• Strong knowledge of and experience with HAL Guest Services on board computer systems and the ability to navigate within a variety of software programs such as but not limited to Excel, Word, and PowerPoint.

Physical & Travel Requirements

• Must be 18 years of age or older.
• Must be able to work varied shifts which can average up to 11 hours per day, every day while on board.
• Must be able to perform normal and assigned emergency duties. Must be able to don a lifejacket or immersion suit; crawl; feel for differences in temperatures; handle fire-fighting equipment; and wear breathing apparatus (where required as part of duties).
• Must be physically able to participate in emergency lifesaving procedures and drills. All vessel positions require full use and range of arms and legs as well as full visual, verbal and hearing abilities to receive and give instructions in the event of an emergency including the lowering of lifeboats.
• Must be able to maintain qualification of the Seafarer Medical Examination and pass the basic safety course.
• While performing the essential functions of this job, all team members are required to stand; walk long distances on the ship; use hands to touch, handle or feel; reach with hands and arms; talk, hear, taste and smell. All vessel positions require repetitive motion of bending, climbing, going up and down stairs and lifting more than 25 pounds.
• Must be able to work within different temperature ranges and changes— e.g., indoors to outdoors, hot climate, etc.
• Passport – valid for a minimum of 6 months beyond a working assignment.
• Seafarer Medical Examination to declare fit for duty onboard ships. Must be able to acquire a United States C1D Visa, if required.
• Must be able to acquire a European Union Schengen Visa, if required.