Description
Set a course for adventure with Princess Cruises! As the world's leading cruise line, we understand that our guests have high expectations of us, and we have high expectations of our team members.
As a member of the Princess Family, you'll enjoy a truly adventurous career with excellent incentives, unlimited opportunities for growth, and ports of call that will leave you breathless.
Key Responsibilities
Deliver guest service standards that meet or exceed Hotel Policies & Procedures for every guest interaction. Acquire a thorough knowledge of the ship, procedures, onboard product, daily activities, services provided, itinerary, and ports of call to provide accurate information and answers to all guest questions or concerns.
Listen to all guest service issues with empathy and understanding, showing genuine interest at all times. Promptly escalate to Supervisor if appropriate.
Provide a positive first impression to every guest through a warm, welcoming greeting; always maintain a spotless and professional appearance.
Nurture a memorable connection with every guest by remaining fully engaged through completion of service, leaving a positive last impression.
Observe guest to identify their preferences and adjust service accordingly, anticipating guests' needs during each interaction.
Understand and support the onboard CRUISE program at all times.
Productively participate in All Hands meetings and offer ideas to improve the onboard product and services.
Ensure all guest complaints, including Hotel defects, are listened to and understood with empathy, showing genuine interest at all times. Ensure responses are appropriate and in line with guest service standards and Hotel Policies & Procedures.
Ensure all guest complaints and Hotel defects are accurately documented per Hotel Policies & Procedures, escalating issues as appropriate without delay.
Take ownership of each complaint her or she has recorded and regularly follow up with the guest in question. Include specific details of the resolution when updating the guest in Focus file and keeps all relevant parties informed at all times.
Swiftly and satisfactorily resolve all guest service issues affecting a guest's cruise experience.
Promptly send a “glitch” to guests, when appropriate, per Hotel Policies & Procedures.
Responsibly handle financial transactions with strong attention to detail and ensures cash-float is accurately balanced daily. Promptly and correctly prepares the pay-in of funds to the Guest Services Manager.
Take personal responsibility for thoroughly comprehending all relevant Hotel Policies & Procedures all times.
Assist the Guest Services Manager by promptly and politely contacting guests who are required to leave a form of payment or deposit on account.
Accurately cash travelers’ checks and provide cash change. Buys and sells foreign currencies and postage stamps as required.
Correctly settles shipboard accounts by accepting payments made by credit card, travelers check, or cash.
Responsibly accesses shipboard accounts, willingly providing guests with copies of folios on request and offering detailed explanations in response to any queries.
Dependably and appropriately uses applicable hotel systems and other available tools. Takes responsibility for his or her knowledge of the product and adheres to all Hotel Policies & Procedures at all times.
Ensure pertinent information is handed over to on-duty colleagues as appropriate following each shift and acts upon all outstanding issues that are handed over them.
Promote a positive environment within the department at all times through cooperation, flexibility, helpfulness, and prompt timekeeping.
Consistently and faithfully adheres to Hotel Policies & Procedures Section B1-2, "Security of Cash Floats and Safes and Keys" at all times.
Understand and adhere to all other applicable Hotel Policies & Procedures at all times.
Comply with Hotel Policies and Procedures, Fleet Regulations, and other internal, external, and governmental regulations at all times.
Maintain current, accurate knowledge of public health standards. Promptly helps coordinate onboard resources and the response in case NoV, H1N1, or other outbreak situations necessitate increased sanitation levels.
Promptly performs General Emergency Procedure’s duties as directed in the ERP.
Thoroughly understands and immediately follows all Hotel Policies & Procedures and Environmental Policies (HESS-MS) relating to 911 calls and ADA alarms.
Skills, Knowledge & Expertise
Graduate of a recognized hotel or business school OR 1-year experience as Front Desk Receptionist.
Proficiency in the use of computer-based programs.
Excellent command of the English language, both verbal and written.
Fantastic attitude and a natural love and ability for dealing with complex issues in a guest-facing environment.
Benefits
Embark on a career adventure like no other! As part of the Princess Cruises team, you’ll enjoy:
A competitive salary package.
Your own comfortable double cabin - your private space to relax and recharge.
Company-paid travel to and from the ship, so you can focus on the journey ahead.
Access to exclusive areas and benefits onboard (depending on the rank and occupational group).
A vibrant recreation and welfare program designed to support your well-being and work-life balance.
Access to exceptional learning and development opportunities to grow your skills and advance your career.
The chance to travel the world, exploring exciting destinations while doing what you love.
A welcoming, inclusive, and dynamic work environment where your contributions are valued.
Join us and become part of a global team that’s passionate about delivering unforgettable experiences,both for our guests and for one another.