Guest Relation

客戶服務部

職務：Receptionist 客戶服務部職員/Guest Services Officer

詳細的職務說明如：點我進去下載

義務：

客戶整體滿意度超標：處理客人在船上所有大小事務，從上下船海關流程、房務、訂餐、岸上觀光、客訴處理、換匯、結賬、生日佈置等，一手全部包辦，你就是客戶的雜事大總管，找到你，你再去找其他部門幫你解決問題，確保客戶在船上像國王王后王子公主一樣的快樂。

語言能力：英文＋第二～三種語言。

其他主管交代事項。

薪資：USD $1800/ per month (此為參考薪資，依照各遊輪等級與規定有多少差異。）

開招遊輪品牌：

GUEST SERVICES Officer in RCCL: USD $ 1669

GUEST SERVICES ASSOCIATE in CCL: USD $ 1639.30

GUEST SERVICES ASSOCIATE in NCL: USD $ 1421.56

生活形態：

顧客服務，就像塊大海綿，吸收所有客戶的問題抱怨，發揮聯結功能圓滿處理每一位客戶的需要，因為24小時全天候待命，工作形態分成早午晚夜班輪值，在「Disembarkation Day = Embarkation Day 送舊客迎新客日」一定比較忙之外，其他日子，都是平均形態的忙碌，在這裡歷練過，彈性與ＥＱ都會倍增的噢～

而各大型遊輪的顧客服務部門條件要求大同小異：

嘉年華遊輪（Carnival Cruise Line）的深度介紹：

Carnival Cruise Lines has vacancies for outgoing, enthusiastic, naturally hospitable, fun loving people for our on board Guest Services Team .

A sea of opportunities awaits, set sail on a fun career. What is your idea of a great career? Is it a job that allows you to travel to beautiful destinations on a spectacular floating resort, being part of a multi-cultural team with co-workers from more than 100 different countries? Or is it a job that allows you to save money while you learn, grow and fulfill your dreams and career ambitions? At Carnival Cruise Lines, that's our idea of a great career!!

Your main responsibility is to ensure that all guests experience a fun and memorable holiday. This is achieved by providing excellent customer service which means offering a friendly, prompt, attentive, courteous and personal service in a professional environment supported by your excellent hospitality skills.

加勒比海遊輪 RCCL對於 The Guest Service Officer的簡介：

Combine your experience and sense of adventure by joining our exciting team of employees working onboard our ships at sea. At Royal Caribbean International, we believe that great vacations begin with great employees!  As a leader in the cruise industry, Royal Caribbean International is continuously expanding and seeking dynamic, energetic, experienced professionals to join our team.  With our innovative fleet of twenty-one ships visiting five continents, each offering adventurous ways to explore the globe, this could be a great opportunity to let your career set sail.

The Guest Services Officer will be responsible for "Delivering the Wow" while demonstrating exemplary problem resolution skills to our guests at all times.

共同的職務職責 Responsibilities include (but are not limited to):

• Plays a key role in being the first impression for the brand and our guests.
• To consistently deliver fun, memorable vacations to our guests.
• Greets all guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, taking the time to understand all requests in detail
• Responsible for being a determined and focused performer in a team of empowered Guest Services professionals who will strive to deliver focused and extraordinary customer service.
• Working scheduled Front Desk shifts; maintain service and hospitality standards to all guests by extending information as warranted and following up on requests as needed. 
• Perform cash handling duties, as required in working Front Desk.
• Provides cash and guest account services at the Guest Services desk such as accepting cash payments, cashing personal or Traveler"s checks or exchanging foreign currencies.
• Register guests for sail/sign program and sail/sign windows in a manner consistent with established policies and procedures. 
• Log all complaints and concerns from guests into the onboard incident report. Follow up with guests to ensure maximum guest service. 
• To provide guest with accurate information on all shore excursions provided by company, this means actually taking part and going on all tours to become familiar with the excursions. 
• Be outgoing & project a friendly & fun demeanor at all times. We sell fun & smiling and friendliness is paramount to any shipboard position. 7 days a week. 
• To perform all other duties as assigned by Chief Purser of First Purser.

QUALIFICATIONS & Minimum Requirements: 

• Must be hospitality orientated.
• Minimum of one year experience in hospitality or guest service position is preferable.
• Must be fluent in English and have good grammar skills.
• PC literate.
• Ability to work effectively in a multi-tasked, fast paced environment.
• An important requirement is that you be very self-motivated, upbeat personality, energetic and have excellent communication skills.
• Additional languages are a bonus eg. Spanish, French, Italian, German, Japanese & Russian.
• Must be at least 21 years old.

GENERAL INFORMATION:

• Duration of contracts 6-8 months on board, 6-8 weeks holiday.
• Training: 4 weeks practical and theory onboard a ship.
• Career progression: Guest Service Associate, Guest Services Supervisor, Senior Guest Services Supervisor, Guest Services Manager.
• Position reports to Guest Services Manager.
• Probation period 3 months.
• Food, accommodation, medical care and insurance expenses are covered by the company.