HAL - Guest Services Lead

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.