Guest Services Associate

To assist international and domestic guests with the everyday activities on board maintaining guest

relation standards and ensuring maximum guest satisfaction.

Front desk and phone duty shifts as required ensuring that the highest standards of customer service

are provided.

Complete duties assigned by the Guest Services Supervisor including, but not limited to Lost Luggage,

Lost& Found, Access Services and Executive Reports as per company guidelines.

Handle guest issues or concerns, record relevant details in to the shipboard capturing database and

ensure timely resolution and guest follow up.

Provide cash and guest account services such as accepting cash payments, cashing personal or

travelers checks or exchanging foreign currencies.

Follow established procedures to maintain, safeguard, balance and reconcile assigned cash float.

Assist guests during boarding and departure process, including establishing onboard credit, selling

and printing Shore Excursion tickets and closing of guests accounts.

Maintain a service culture throughout the Guest Service team.

Conduct oneself in a professional and courteous manner at all times with guests and shipboard

employees.

Greet all guests with a friendly and sincere welcome, making sure to acknowledge past loyalty when

appropriate.

Use a positive and clear speaking voice, taking the time to understand all requests in detail.

Respond to escalated guest concerns in a considerate, professional and positive manner by showing

empathy and listening actively.

Perform all duties and responsibilities in accordance with environmental and safety policies.

Ensure that proper telephone etiquette is always used; answering calls within 3 rings using a positive

tone and clear English pronunciation. In addition, using the guest name all the times.

Employ proper timekeeping and follow the CCL work time recording standards ( as per MLC -

MARITIM LABOR CONVENTION).

Maintain current knowledge of all ships regular event and special functions by reviewing all available

data in order to provide guests with accurate and up-to-date information to answer questions and

handle any special requests.

Maintain current knowledge of voyage memos and relevant e-mail communication in order to

provide prompt updates to inquiring guests.

Maintain service and hospitality standards to all guests by extending information as warranted and

following up on requests as needed.

Familiarize self with shore excursions by attending tours and reading the brochures in order to

provide guests with accurate information.

Familiarize self with shore excursions by attending tours and reading the brochures in order to

provide guests with accurate information.

Stay current with new company procedures and apply them when necessary.

Proper handling and knowledge of operating systems.

Display a positive attitude towards Guests and Crew and maintain healthy interdepartmental

SHIPBOARD TALENT ATTRACTION TEAM

POSITION DESCRIPTION FORM

relations, while ensuring communication channels are followed.

Assist guests with Customs & Immigration procedures.

Attend meetings, trainings activities, courses and all other work-related activities, as required.

MINIMUM REQUIREMENTS

Minimum Qualifications:

Must have fluency in English and one of these additional languages, Spanish, French, German, Italian,

Russian, Mandarin or Japanese.

Personify Carnivals imagine of a fun and memorable vacation experience by providing friendly,

prompt, attentive, courteous and personal service in face paced environment.

Possess excellent communication abilities displaying fluency in both written and verbal skills. A

secondary language is a great asset.

Work scheduled hours at the front desk, and on the phones with the primary focus of extending

information as warranted. Document all complaints and concerns from our Guests, and focus on a

quick and efficient resolution.

An ability to perform cash transactions, as well as guide our Guests on various payment options for

their onboard accounts (Cash, Credit Cards, Debit Cards, Gift Cards, and onboard credits).

Execute various administration duties.

Actively participate in all of the Ships Safety drills and trainings.

Display a high level of Guest Centricity, with the natural ability to engage our guests in social

activities.

Positively contribute to the diverse and energetic team environment.