Guest Services Officer - ITA

Qualifications:

• 1year+ hotel experience in customer service or related industry
• Proven experience in processing guest-facing financial transactions (including cash and/or credit card/digital payments)
• Awareness of U.S currency and exchange rates (preferred)
• Proficiency in Italian

Duties and Responsibilities:

• Greets all guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, taking the time to understand all requests in detail.
• Responds to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively.
• Always looking the part, the Guest Services Officer plays a key role in being the first impression for the brand to our guests.
• Through effective ownership and initiative the Guest Services Officer will seek to take accountability for delivering an outstanding guest experience through problem resolution.
• Maintains current knowledge of all ship’s regular events and special functions by reviewing all available data to provide guests with accurate and up-to-date information to answer questions and handle any special requests.
• Proper telephone etiquette is a key requirement. Must ensure that telephones are answered promptly using positive and clear English communication, using the guest name when possible.
• Provides all services of the Guest Services desk; including, but not limited to: tracing missing luggage, cash services, safety deposit box service, lost and found service, printing and issuing of guest Sea Pass cards, and broadcasting ships announcements.