Crystal Cruises is seeking highly motivated and experienced candidates to join our Onboard Guest Services (OBGS) department. You will be responsible for overseeing and executing all pre-cruise guest services and ensuring that all company standards and procedures are followed.

Goals & Responsibilities

• To maintain and keep up to date all OBGS files and documentation
• Process guest(s)’ special requests in MXP
• Report any IT related issues to the OBGS Manager or Director, Hotel Operations
• Answer phone calls in polite and professional manner and ensure all voice mails are answered within 48 hours
• Apply and redeem guest(s) loyalty program Milestones accurately in the system and assist shipboard teams clarifying any information related to loyalty points
• Manage OBGS inbox and ensure all emails are answered within 72 hours
• Prepare Cruise Notes for upcoming cruise(s) and forward information to all relative parties on board
• Prepare all World Cruise amenities, special requests, gift orders and other preferences, in advance and ensure all information is promptly delivered to ships
• Communicate Cruise notes with ships on a cruise basis
• Manage onboard events and act as a liaison between the Sales/Groups department and Hotel Operations Assistant
• Assist guests in making pre-cruise spa & dining reservations.
• Collect special assistance documentation from guests or travel partners, obtain approval from compliance departments and forward all documentation to ships
• Assist guest(s) submitting their visitors’ requests to ships
• Handle Lost & Found procedures according to company’s policy
• Demonstrate a friendly and patient attitude through proper phone etiquette and positive voice inflection while maintaining quick call handling standards
• Efficiently handle telephone inquiries from direct guests, following up with guests when needed
• Participate in organized cross training with the Reservations department to continuously improve knowledge base of Crystal Cruises standards

Requirements

• College Degree/Diploma or Hotel or Tourism School required.
• Minimum of 2 years’ experience in a luxury hotel or Cruise line is required
• Must be able to remain calm under pressure.