Job Description

HAL - International Guest Services Associate - German Speaker

Department: Guest Svc

Employment Type: Fixed Term Contract

Location: Global

Reporting To: Assistant Front Desk Manager

Proficiency in the German language is an essential qualification for this position. We invite applications exclusively from candidates who possess this linguistic competency.

Deliver an exemplary level of service to all guests, both in-person and telephonically, by guaranteeing that every request is addressed with courtesy, expediency, and efficiency, in full alignment with our Company’s policies. Ensure diligent and timely follow-through. In instances necessitating further action, furnish guests with informed responses, viable alternatives, and effective solutions to their inquiries

In conjunction with the aforementioned criteria, candidates are selected for their linguistic abilities to contribute to the company’s Global Guest program. They are responsible for executing the components of the Global Guest program as delineated, pertaining specifically to Guest Relations. This encompasses participation in sanctioned ship guest events and the translation of company documentation. Additionally, they provide verbal translation assistance to international guests, as necessitated by the Global Guest Program’s standards.

Key Responsibilities

• Guest Service Excellence: Promptly address guest requests and issues with a professional demeanor.
• Communication: Uphold premium service standards in all guest interactions, guided by the Front Desk Supervisor.
• Record Management: Accurately log guest details and escalate critical issues as necessary.
• Language Support: Provide translations and assist international guests per the Global Guest Service Program.
• Duty Fulfillment: Conduct phone and night duties with courtesy and efficiency.
• Privacy Protection: Comply with privacy policies during external communications.
• Financial Handling: Manage guest financial transactions in line with company policies.
• Program Support: Assist with the Mariner Loyalty Program and promote company services and apps.
• Professionalism: Maintain high standards of professionalism and support a positive work environment.
• Compliance: Adhere to health, safety, and environmental policies.
• Miscellaneous Tasks: Perform additional duties as directed by department heads

Experience

• Educational Requirement: Associate’s Degree or equivalent in hospitality management, business administration, or related field.
• Language Proficiency: Marlins Score of 90+; fluency in Dutch or German is advantageous.
• Experience: Minimum of 2 years in a Front Office role within a 4-star (or higher) hospitality environment or a reputable call center/reservations agency.
• Adaptability: Open-minded and flexible, with the ability to manage shifting priorities and multitask effectively.
• Guest Service: Demonstrated interest in guest service, with strong complaint resolution and interpersonal skills.
• Shift Availability: Willingness to work night shifts as required.
• Technical Skills: Proficient in computer use, including Microsoft Office suite (Excel, Word, PowerPoint).

Physical & Travel Requirements

• Must be 21 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.
• 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.