# HAL - Guest Services Lead **Company**: Hollandamericagroup **Location**: New York, New York **Work arrangement**: onsite **Experience**: senior **Job type**: fixed term contract **Category**: Operations **Industry**: Hospitality **Apply**: https://hollandamericagroup.pinpointhq.com/en/postings/a628189f-e1a3-4f42-8b3b-09924ab1ff3b?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_0cdf33d3-852 ## Description We are seeking a Guest Services Lead to provide premium service to our guests on board. The role involves responding to guest requests, concerns, and issues in a timely and professional manner, as well as providing guidance and support to the Guest Services team. Key Responsibilities: - Respond to all Guest requests, concerns and issues in a timely and professional manner. - Provide a premium Guest service by handling all communications, verbal or written, in accordance with the set standards and in coordination with the Front Desk Supervisor. - Provide guidance and support to all GSAs /IGSAs in their handling of Guest issues. - Log and maintain accurate records of all Guest inquiries, concerns and requests using systems provided and in accordance with set procedures. - Drive the buddy program and foster the integration of Guest Services newcomers. - Set-up and guide each newcomer through the Learning Path Program to ensure a successful completion and integration. - Work closely with the Guest Services management team on revising trainings as existing policies and procedures get updated or new ones are introduced. - Deliver Guest Services training to the team and/or individuals. - Make use of the library of reference materials associated with the function to assist in answering Guest inquiries accurately and in a timely manner. - Maintain accurate work order files for easy reference and as per company standard. - Handle cash transactions required by Guests including and not limited to traveler checks, stamps, foreign exchange, gratuity adjustments and settlement of shipboard accounts. - Ensure adherence to the Accounting Policy 2.08: Privacy and Communication to protect guest and team member’s personal information. - Perform administrative and record-keeping tasks, including but not limited to the training activities. - Actively promote the use of the Company’s proprietary Navigator App. - Maintain positive, effective, and respectful working relationships with co-workers, supervisors, managers, and officers. - Adhere to ship’s relevant health & safety procedures as required. - Comply with company policy regarding waste separation and environmental compliance. - Uphold and display high standards of professionalism, integrity, honesty, attendance, punctuality, and personal appearance. Skills, Knowledge & Expertise: - Associates Degree - College or University degree or equivalent experience in hospitality management, business administration or a related field. - Marlins Score 90 or above. - International incumbents to also have a knowledge of another language. - Valid STCW certificate. - Preferably one year experience in a HAL Guest Services position. - A keen interest in training and people development. - Excellent verbal and written communication skills. - Able to work well with both shipboard and corporate personnel. - Strong knowledge of and experience with HAL Guest Services on board computer systems. Benefits: - Must be 18 years of age or older. - Must be able to work varied shifts which can average up to 11 hours per day. - Must be able to perform normal and assigned emergency duties. - Must be physically able to participate in emergency lifesaving procedures and drills. - Must be able to maintain qualification of the Seafarer Medical Examination and pass the basic safety course. ## Skills ### Required - hospitality management - business administration - communication skills - training and development - leadership ### Nice to have - multilingual - HAL Guest Services experience - GSM endorsements --- Source: [Apply at hollandamericagroup.pinpointhq.com](https://hollandamericagroup.pinpointhq.com/en/postings/a628189f-e1a3-4f42-8b3b-09924ab1ff3b?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)