🕒 yesterday
Analista de Customer Experience responsável por atender clientes em canais digitais, solucionar demandas, acompanhar tratativas e colaborar com outras áreas para aprimorar a experiência e os processos de atendimento.
GUEST SERVICES SPECIALIST-TURKISH AND/OR RUSSIAN SPEAKING
📅 Jan 11
📍 Worldwide - Hybrid🎹 Mid-level🛟 Customer Support Specialist📢 🇹🇷 Turkish Required📢 🇬🇧 English Required⏳ Temporary/Contract
Guest ServicesFront Desk OperationsGuest Check-in And Check-outCash Handling
📜 Description
- Welcome guests and manage efficient check-in and check-out, including accurate billing and payment processing.
- Answer guest inquiries, fulfill requests, offer recommendations, and resolve complaints professionally.
- Maintain front desk operations, including calls, guest mail, messages, packages, and an organized reception area.
- Handle cash floats, reconcile daily transactions, and follow ship financial procedures.
- Maintain guest records and profiles, prepare reports, and support front office administration.
- Follow ship safety and emergency procedures and coordinate with other vessel departments to resolve operational issues.
🛠️ Requirements
- 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.
Full job description
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.
Requirements
• 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.
Documentation Requirements
• Valid Passport, Valid Seamans Book, STCW Certification
Length of contract :
6 months on / 2 months off
Embarkation in November
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