Experience with Fidelio Cruise (Cruise Management, Quick Check In) and NVS Visual Reservation System
Requirements:
Provide exceptional guest experience by addressing guest needs, filtering complaints to Concierge, maintaining front desk logs, ensuring timely follow-up, and applying a proactive problem-solving approach.
Manage front desk operations including guest check-in/check-out, answering phone calls, data entry, ensuring printed materials are available, logging and following up on guest issues, and coordinating with departments.
Handle guest accounts and financial tasks such as setting up guest accounts, processing cash payments, currency exchange, cash advances, safe audits, and resolving account queries or discrepancies.
Support training and compliance through assisting with staff training, participating in Front Office SOPs and meetings, and ensuring adherence to company safety, policy, and procedures.
Job description
This is a remote position.
Guest Experience o Demonstrates genuine concern for guests’ wellbeing at all times;
o Acts as a filter for guest complaints or concerns to Concierge;
o Ensures front desk logs and reports are maintained within Company Standards;
o Ensures guest requests are dealt with in a timely and efficient manner and that appropriate follow up is carried out;
o Pro-active approach to problem solving;
• Operational and Administrative o Attends to guest requests;
o Telephone duties;
o Any administrative duties as required;
o Comment card data entry and other administrative duties as required;
o Embarkation and debarkation duties (guest check-in);
o Ensures sufficient amount of printed matters available at all times;
o Logging guest issues in front desk logs and ensures follow up completed;
o Passes on queries from guests regarding on board account, amenities, shipboard credits flights etc etc;
o Attends front office meetings;
o Compiles with front office meetings minutes and decisions;
o Daily follow-up of all front desk logs;
o Completes end of cruise filing and start of cruise docs are ready in accordance with guidelines from assistant purserPerforms all other duties as requested by supervisor or as listed in SOP Manual
Performs all other duties as requested by supervisor or as listed in SOP Manual – Front Office;
o Performs all other duties as requested by supervisor.
o Responsible for setting up guest account, cash payments and guest account queries;
o Providing US Dollars and foreign currency exchange services to guests;
o Providing Cash Advances and Foreign Currency Account Payments to guests;
o Safe Audits daily and foreign currency audits;
o Attending on board gaming activities and preparing final figures and audits;
o Accounting duties as instructed by Chief Purser or Second Purser;
o Answering guests' account queries and follow up on any account discrepancies;
o Follow up on obtaining method of payment and declined credit cards as per Second Purser's instructions.
o Assists, where necessary, in training new reception staff in front office operations;
o Promotes and Participates in Signature Service Training Program
o Monitor the practical application of the Company's policy, procedures and instructions.
o 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.
o Participate in crew and passenger safety drills according to instructions from ship’s command;
o Comply with company safety and pollution prevention regulations;
• Finance
• Training and Development
• Safety
Requirements
Systems o MS Office Suite
o Fidelio Cruise including (but not limited to) modules: ▪ Cruise Management, Quick Check In.
o Micros Fidelio Point of Sale
o NVS – Visual Reservation System
• Hospitality Background required;
• Reception and Front Office background required;
• Understanding of the highest level of service;
• Excellent administrative skills;
• Strong leadership skills and practice "leadership by example";
• Outgoing personality, open minded and flexible;
• Ability to work in an international environment;
• Ability to perform well under pressure;
• Excellent appearance and excellent social skills;
