International Guest Services - German

This is a job onboard a cruise ship.

About the role

The International Guest Services assists all guests at the Guest Services Desk, but concentrates specifically on non-English-speaking groups and individual guests with their special needs and requirements in their native languages to give them a full, first-class cruise experience.

Responsibilities

• Receives and handles special requests from non-English-speaking groups and individual guests.
• Works in conjunction with, and assists, the Group Services Coordinator and Guest Service Manager with handling special requests such as Honeymoon set-ups, Anniversary Packages, Birthday Packages, special dietary needs, medical needs, etc. for non-English-speaking guests.
• Follows up to ensure departments responsible have completed the requirements.
• Contacts Group Leaders of non-English-speaking guests to assist the Group Services Coordinator in organizing group events.
• Contacts non-English-speaking guests when necessary to offer assistance in making restaurant bookings, ordering special local/dietary food, arranging special tours on board and with shore excursions.
• Available for daily, advertised desk hours at the Guest Services Desk to answer questions and provide assistance to non-English-speaking guests.
• Assists at embarkation, disembarkation, and port talks, as well as being present during these times to assist non-English-speaking guests where necessary.
• Available at Immigration and Customs inspections.
• Available to act as translator for non-English-speaking guests needing to communicate with shipboard departments including, but not limited to, Medical, Security, Revenue outlets, Restaurant, and Senior management.
• Coordinates announcements and the translation/printing of the Freestyle Daily into the required languages relative to the non-English-speaking guest ratio on board each cruise.
• Meets and greets non-English-speaking VIP guests staying in suites as necessary and whenever possible.
• Handles guest requests effectively by taking ownership of the request then following up until the matter is finalized to the guests’ satisfaction.
• Maintains a cash float for giving change and cashing traveler checks for guests.
• Available to assist Cruise Programs department in leading specific activities for non-English-speaking guests.
• Performs other related duties as assigned or as directed.
• Must be familiar with the Safety and Environmental Protection Policy and the SEMS, and carry out the policies and procedures appropriate for this position.

Requirements

• Intermediate to Advanced verbal and written level of English is required.
• Intermediate to Advanced verbal and written level in at least one other language such as German, Spanish, Russian, French, or Italian is required.
• Intermediate knowledge of Microsoft Word, Excel, Micros, and Fidelio Cruise is required.
• Must have at least one year of management experience in Hotel and/or hospitality establishments; or in Guest Service related positions on board ships.

Qualifications

• Two-year Associate's degree or equivalent in Public Relations and/or Hotel management from a recognized hotel institution.

Skills

• Able to work independently.
• Must be a quick and critical thinker, and a patient listener.
• Able to speak publicly to large groups if necessary.
• Customer Service/Guest Relations Oriented, Leadership Skills, and Well Organized.
• Proactive, Team Player, Problem Solver.
• Passionate about hospitality and customer service driven.