The Guest Service Coordinator is responsible for delivering exceptional customer service through answering guest inquiries, both over the phone and in-person as a lobby host. The role also involves providing timely administrative support to the Guest Services Manager (GSM) and the Hotel Director (HD).

Position Functions:

Coordinate and attend meetings with Hotel Director and prepare meeting minutes
Coordinate and attend the SAIL sessions of the HD and GSM
Provide SAIL support to the Hotel management
Prepare and maintain HESS-MS forms, and Department Head evaluation forms and files for HD
Assist the Guest Services operation with administrative side duties and work scheduled hours covering phone duty and assist as Lobby Host
Have basic knowledge of the Customer Relations Management Systems to be able to document any guest issues and be able to provide the Guests with updates
Maintain and upkeep the S&S Kiosks
Coordinate the orders and requisitions for the Guest Service office supplies
Handle administrative duties:
Keep track of TGEM rankings, ratings and comments for HD and GSM
Keep the ship’s phone list updated
Prepare all VIP letters, invitations, and any other letters requested by the HD and GSM
Update and post the HD working schedule
Coordinate, monitor, and handle all onboard groups and special functions, respond to any challenges and communicate with shipboard management and Shoreside Groups Department:
Prepare Group Logs, Charts, and Reports
Ensure group set-ups and venues are in order
Schedule and monitor the use of lounges for all group events via the Groups Management System
Plan and organize last-minute groups and venue requests
Respond and document all group queries and liaise with the GSM and HD for resolution
Perform any other duties as assigned by the GSM or HD

Position Minimum Requirements:

Minimum 1 years experience in Customer Service preferably within the Hospitality industry.
Excellent administration and computer skills
Fluency in English and excellent telephone manner.
Always conduct oneself in a professional and courteous manner and lead the team by example
Display a friendly, engaging and positive attitude towards Guests and Team Members, and always demonstrate commitment to the company values
Use a positive and clear speaking voice and ensure proper telephone etiquette
Follow the uniform policy and good hygiene practices at all times
Abide by the rules and regulations set forth by the Company
Stay current and follow all U.S. Public Health, Environmental and Global HESS procedures
Attend meetings, training, safety briefings/drills, and all other work-related activities, as required
Follow proper timekeeping procedures
Be able to stand for more than 8 hours a day, and on occasions be able to lift items heavier than 50 pounds

Contract:

6-7 months onboard followed by 2 months' vacation (rolling contracts)
Shared cabin with private bathroom facilities