The Family Assistance Specialist provides emotional and logistical support and assistance to our guests following difficult circumstances encountered onboard and/or ashore, ensuring that affected persons feel represented in their care needs. Circumstances may include, but are not limited to, crime victims, medical evacuations, missing persons, accidents onboard and ashore, as well as death.
Responsibilities
Establishes contact with family members of injured / affected persons to adequately support them continually as needed until they return home. Contact can be via telephone, email or text
Works with Port Agent, travel services, tour operators, legal, risk, claims and all internal and external stakeholders as needed to coordinate all flights, hotels, transfers and repatriation of the affected guest and family
Understanding and reporting on trends to improve the guest experience
Collaborating across onboard and global shoreside teams, sharing best practices and providing updates as necessary
Performs other duties as assigned
Requirements
Care trained, desirably to Team Leader level
Medical background helpful
Fluency in other languages helpful
In depth knowledge of POLAR and CRM systems
Proficient in Microsoft Office applications
Worked in a large global organization communicating with all levels of the business
Proven track record in working independently and meeting strict deadlines
What You Can Expect
Our Culture… Stronger Together
Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.princess.com/aboutus/culture-framework/
Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Americans with Disabilities Act (ADA)
Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com
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Carnival Corporation & plc (NYSE: CCL; NYSE: CUK) is the largest global cruise company, and among the largest leisure travel companies, with a portfolio of world-class cruise lines and a fleet of over 90 ships. Together its cruise lines – including AIDA Cruises, Carnival Cruise Line, Costa Cruises, Cunard, Holland America Line, P&O Cruises, Princess Cruises, and Seabourn – visit more than 800 ports around the world and account for nearly 40% of the overall cruise market globally.
In 2024, the company’s talented workforce of over 160,000 team members from 150 countries delivered unforgettable happiness to approximately 13.5 million guests by providing extraordinary cruise vacations, while honoring the integrity of every ocean sailed, place visited, and life touched.
Carnival Corporation owns and operates eight destinations globally, designed exclusively for guests of the company’s cruise lines, as well as Holland America Princess Alaska Tours, the leading tour company in Alaska and the Canadian Yukon. The company is dual-listed and traded on the London and New York stock exchanges and is included in both the S&P 500 index in the US and the FTSE 250 index in the UK.
