Job details

Guest Services Officer (Shipboard)

Description

The Guest Services Officer is the first point of welcome for all guests of The Ritz-Carlton Yacht Collection. Delivering an onboard and memorable first impression of hospitality, the Guest Services Officers will provide caring, thoughtful and engaging service at all times within the Guest Services Department.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Lady or Gentleman for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice. All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality and Environmental standards.

Essential Duties

Responsible for providing exceptional customer hospitality from the Guest Services team. Assists with and coordinates all guests needs and requirements, ensuring that all requests are met, and the needs of the guest exceeded at every opportunity

Maintains a high-level of communication and feedback with the Guest Services leadership team to ensure all information is passed on in a timely manner. Ensures a sustainable and consistent approach to manning of the Guest Services desk ensuring coverage at all times for guest information purposes. Assists in the operation of the ship’s switchboard using best telephone etiquette and following The Ritz-Carlton brand standards

Assists the Assistant Guest Services Manager with proactive and engaged follow up of guest incidents, including appropriate documentation of the guest recovery actions, updating the guest recovery log where appropriate

Presents a seamless check-in experience for our guests, creating a highly engaged and positive first impression. Assists the ground handling team in collecting passports and processing guests in both the terminal and onboard at the Guest Services desk

Proactively responds to guest requests or issues as communicated through the Personal Concierge Program. Records all issues or potential problems quickly and efficiently involving relevant people as required. Communicates any challenges, complaints or service difficulties to immediate supervisor. Attends all training sessions with the aim to further improve his/her level of performance and eliminate repeat issues reoccurring

Ensures the following duties are completed while on night duty: all posts related to guest and employee revenue is posted accurately, prepares end of day reporting, balances Point Of Sales (POS) and Property Management System (PMS) entries for guest and employees with their onboard folio and ensures system, group and other non-personal accounts are charged and balanced as per Standard Operating Procedures. Prepares printed guest communication and other material necessary for the daily operation and assists the Finance team with the preparation of financial reports, system configuration or reset and postings as requested

Assists the In-Suite Dining team with accepting orders while on night duty and ensures deliveries have been executed

Qualifications

Valid Standards of Training, Certification and Watchkeeping for Seafarers (STCW) and flag certification for the duration of the contract and appropriate to position

Possesses a recognized hotel qualification/certification.

Minimum of two (2) years’ experience from luxury cruise or luxury hotel property required

Strong communication skills with an outgoing personality and willingness to engage with guests

Knowledge of accounting principles a plus

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The Lady or Gentleman must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
All Yacht Ladies and Gentlemen must be physically able to participate in emergency lifesaving procedures and drills. Full use and range of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats. Ability to lift and/or move up to 50 pounds.
All Yacht Ladies and Gentlemen must be able to communicate in the English language in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.

About The Ritz-Carlton Yacht Collection

Designed to combine the luxury lifestyle of The Ritz-Carlton® and the casual freedom of a yachting vacation, The Ritz-Carlton Yacht Collection will offer voyages on three custom-built yachts. Calling on unique and distinguished destinations alike, most voyages range from seven to ten nights, offering many overnight calls and uniquely curated experiences ashore. Each yacht will feature 149 suites, each with its own private terrace, and accommodate up to 298 guests in a relaxed, casually elegant atmosphere. As with The Ritz-Carlton® on land, each yacht will feature personalized service, elevated dining and luxury amenities. The yachts are also available for private charter.

Ritz-Carlton Glassdoor Company Review

3.9

Ritz-Carlton DE&I Review

No rating

CEO of Ritz-Carlton

Hervé Humler

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By Ritz-Carlton

Puttin' on the ritz is second nature to this hotelier. The Ritz-Carlton Hotel Company operates about 100 luxury hotels in some 20 countries offering premium accommodations and amenities for business and leisure travelers. Located in prime destinat...

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INDUSTRY

Hotels & Resorts

TEAM SIZE

10000+

LOCATION

Hybrid, based in Chevy Chase, MD

DATE POSTED

July 20, 2023