GUEST SERVICES SPECIALIST-TURKISH AND/OR RUSSIAN SPEAKING

Department :Hotel / Guest Services

Reports to: Guest Services Supervisor

Job Summary

The Guest Services Specialist will be the first point of contact for guests, providing them with a warm and welcoming experience. The primary responsibility of the Guest Services Specialist will be to ensure efficient check-in and check-out processes, handle guest inquiries and requests, and assist in creating a positive guest experience. This role requires excellent communication skills, attention to detail, and the ability to handle guest interactions with professionalism and courtesy.

·Guest Check-in and Check-out: Greet guests upon arrival, complete the check-in process efficiently, and provide them with information about ship amenities, services, and policies. Handle guest check-outs, process payments, and ensure accurate billing;

·Guest Service: Provide exceptional customer service to guests, addressing their inquiries, requests, and concerns promptly and professionally. Offer assistance and recommendations to enhance their onboard experience;

·Guest Relations: Foster positive relationships with guests, engaging in personalized interactions, and actively seeking feedback to continuously improve service delivery. Handle guest complaints or concerns in a timely and effective manner, finding appropriate solutions;

·Front Desk Operations: Manage the front desk area, including answering phone calls, directing guests to the appropriate ship areas or departments, and maintaining a neat and organized reception area. Handle guest mail, messages, and packages;

·Cash Handling: Handle guest payments, process credit card transactions, and maintain accurate cash floats. Reconcile daily transactions and ensure proper documentation and adherence to the ship's financial procedures;

·Administrative Tasks: Maintain accurate guest records, update guest profiles, and handle paperwork related to guest check-ins, check-outs, and other front office transactions. Prepare reports and assist with administrative duties as required;

·Safety and Security: Adhere to ship safety protocols and emergency procedures within the front office department. Monitor security measures and promptly report any incidents or concerns;

·Communication and Collaboration: Foster effective communication and collaboration with other vessel departments, including housekeeping, food and beverage, and deck & engine, to ensure seamless guest experiences and resolve operational issues.

•Previous cruise/river ship experience in a Front Desk/Receptionist role is a must, preferably in a luxury ship .

•Fluency in English and Turkish and/or Russian and/or German is essential, with excellent verbal and written communication skills for guest interaction. Any additional languages as Turkish or Russian is a plus;

•Experience in other cruise vessels of similar size (15000 GT/3400 pax) is a plus;

•Good communication and interpersonal skills to interact with passengers. And the ability to remain calm and composed under pressure;

•Strong organizational and multitasking abilities, with a good sense of prioritization and attention to detail;

•Knowledge of front office operations, including check-in, check-out;

•Familiarity with shipboard property management systems and other front office software’s, including Otalio and MXP is a plus;

•Flexibility to work in a 24/7 operational environment, with rotating schedules.

•Valid Passport,Valid Seamans Book,STCW Certification