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