Customer Service & Call Centre, Hospitality, Tourism & Food Service
Responsible for providing a variety of services and giving accurate, consistent information to guests in an efficient and courteous manner while maintaining a pleasant and accommodating personality.
Assists all guests at the Guest Services Desk, with concentration specifically on non-English-speaking groups and individual guests with their special needs and requirements in their native languages so as to give them a full, first class cruise experience.
•Receives and handles special requests from non-English-speaking groups and individual guests.
•Works in conjunction with, and assists, the Group Services Coordinator and Guest Service Manager with handling special requests such as Honeymoon set-ups, Anniversary Packages, Birthday Packages, special dietary needs, medical needs, etc. for non-English-speaking guests. Follows up to ensure departments responsible have completed the requirements.
•Contacts non-English-speaking guests when necessary to offer assistance in making restaurant bookings, ordering special local/dietary food, arranging special tours on board and with shore excursions.
•Available for daily, advertised desk hours at the Guest Services Desk to answer questions and provide assistance to non-English-speaking guests.
•Assists at embarkation, disembarkation and port talks, as well as being present during these times to assist non-English-speaking guests where necessary. Available at Immigration and Customs inspections, etc.
•Conducts Embarkation/Disembarkation talks when numbers of non-English-speaking guests requires.
•Available to act as translator for non-English speaking guests needing to communicate with shipboard departments including, but not limited to, Medical, Security, Revenue outlets, Restaurant, Senior management.
•Coordinates announcements and the translation/printing of the Freestyle Daily, into the required languages relative to the non-English-speaking guest ratio on board each cruise.
•Two-year Associates degree or equivalent in Hotel Management and/or Guest Relations from a recognized hotel institution is required.
•Intermediate to Advanced level English verbal and written skills, including the proper use of English grammar is required.
•Intermediate to Advanced verbal and written level in at least one other language such as German, Spanish, French, Italian or Portuguese is required.
•Must be able to provide quality service for a large passenger vessel that can include from 1,000 to 4,000 guests.
•Must be able to provide information and translation in one or more Non-English-speaking languages for up to 400 guests.
•Intermediate knowledge of Microsoft Word, Excel, Micros and Fidelio Cruise is required.
•Must have at least one year management experience in Hotel and/or hospitality establishments; or in Guest Service related positions on board ships.
•While performing the essential functions of this job, all team members are required to stand; walk long distances on the ship; use hands to touch, handle or feel; reach with hands and arms; talk, hear, taste and smell. All vessel positions require repetitive motion of bending, climbing, going up and down stairs and lifting more than 25 pounds. This job requires specific vision abilities to include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
•All team members must be physically able to participate in emergency life saving procedures and drills. All vessel positions require full use and range of arms and legs as well as full visual, verbal and hearing abilities to receive and give instructions in the event of an emergency including the lowering of lifeboats.
•Work within different temperature changes—indoors to outdoors.
•Able to pass basic safety course.
•This is a minimal description of duties. Other work requirements may be necessary and assigned as business or maritime law dictates.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
It is Norwegian Cruise Line’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status. EOE.