Act as central point of reference for shipboard information and services to guests
Facilitate the flow of information to departments in order to ensure awareness of guest issues and assist in resolving any problems;
Assist Guests with routine queries and where possible, provide resolution to problems;
Assist Concierge in supervising and monitoring front office operations, ensuring compliance with policy according to guidelines issued by the Company;
Responsibility and Authority
Guest Experience o Demonstrates genuine concern for guests’ wellbeing at all times;
Acts as a filter for guest complaints or concerns to Concierge;
Ensures front desk logs and reports are maintained within Company Standards;
Ensures guest requests are dealt with in a timely and efficient manner and that appropriate follow up is carried out;
Ensure all end of cruise filing and cruise startup preparation is completed in a timely manner; Liaise with the concierge ensuring the flow of information to the Front Office;
Daily follow-up of all front desk logs;
Assist the Concierge on the necessary documentation needed for embarkation;
Prepares front desk schedules work rotation;
Assist the Concierge in implementing and maintaining guidelines, procedures and training practices set by the corporate office;
Compiling Oceania Club Party Listings, preparing and sending invitations, preparing list of repeaters by no of cruises and reverting back to OCI Corporate with ships updated records;
Voyage of Distinctions preparing and sending invitations;
Assists Chief, Crew and Second Purser with additional requests as deemed necessary;
Updates folders for the current cruise, telephone directory and cabin availability lists;
Attends to guest requests;
Telephone duties;
Comment card data entry and other administrative duties as required;
Embarkation and debarkation duties (guest check-in);
Ensures sufficient amount of printed matters available at all times;
Logging guest issues in front desk logs and ensures follow up completed;
Passes on queries from guests regarding on board account, amenities, shipboard credits flights etc etc;
Attends front office meetings;
Performs all other duties as requested by supervisor or as listed in SOP Manual – Front Office;
Responsible for setting up guest account, cash payments and guest account queries;
Providing US Dollars and foreign currency exchange services to guests;
Providing Cash Advances and Foreign Currency Account Payments to guests;
Safe Audits daily and foreign currency audits;
Attending on board gaming activities and preparing final figures and audits;
Accounting duties as instructed by Chief Purser or Second Purser;
Performs all other duties as requested by supervisor.
Trains new reception staff in front office operations;
Promotes and Participates in Signature Service Training Program
Monitor the practical application of the Company's policy, procedures and instructions.
Immediately report to the Master any instances where the vessel is unable or fails to comply with any Company’s policy, procedure, instruction, and any safety, environmental, or security requirement.
Participate in crew and passenger safety drills according to instructions from ship’s command;
Comply with company safety and pollution prevention regulations;
Requirements
Education and Experience
Confident using MS Office Suite
Fidelio Cruise including (but not limited to) modules:
Cruise Management, Quick Check In.
Micros Fidelio Point of Sale
Hospitality Background preferred;
Reception and Front Office background preferred;
Understanding of the highest level of service;
Excellent administrative skills;
Strong leadership skills and practice "leadership by example";
