Receptionist

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The Receptionist will act as central point of reference for shipboard information and services offered to guests;

Facilitate the flow of information to departments in order to ensure awareness of guest issues and assist in resolving any problems;

Assist Guests with routine queries and where possible, provide resolution to problems

Ensuring compliance with policy in accordance with guidelines issued by the Company;

Responsibility and Authority

• Guest Experience

  • Demonstrates genuine concern for guests’ wellbeing at all times;

  • Acts as a filter for guest complaints or concerns to Executive Concierge;

  • Ensures front desk logs and reports are maintained within Company Standards;

  • Ensures guest requests are dealt with in a timely and efficient manner and that appropriate follow up is carried out;

  • Pro-active approach to problem solving;

• Operational and Administrative

  • Attends to guest requests;

  • Telephone duties;

  • Any administrative duties as required;

  • Comment card data entry and other administrative duties as required;

  • Embarkation and debarkation duties (guest check-in);

  • Ensures sufficient amount of printed matters available at all times;

  • Logging guest issues in issue tracking system provided front desk logs and ensures follow up completed;

  • Passes on queries from guests regarding on board account, amenities, shipboard credits flights etc;

  • Attends front office meetings;

  • Complies with front office meetings minutes and decisions;

  • Daily follow-up of all issues as required front desk logs;

  • Completes end of cruise filing and ensures start of cruise docs are ready in accordance with guidance from Assistant Purser.

  • Performs all other duties as requested by supervisor

• Finance

  • Responsible for setting up guest account, cash payments and guest account queries;

  • Provides US Dollars and foreign currency exchange services to guests;

  • Provides Cash Advances and Foreign Currency Account Payments to guests;

  • Permits Safe Audits daily and foreign currency audits;

    • Other accounting duties as instructed by Chief Purser or Second Purser;

    • Answering guests' account queries and follow up on any account discrepancies;

    • Follow up on obtaining method of payment and declined credit cards as per First / Second Purser's instructions.

• Training and Development

  • Assists, where necessary, in training new reception staff in front office operations;

  • Promotes and Participates in Service Training Program

• Safety

  • Monitor the practical application of the Company's policies, procedures and instructions.

  • Immediately report to the Master any instances where the vessel is unable or fails to comply with any Company’s policy, procedure, instruction, and any safety, environmental, or security requirement.

  • Participate in crew and passenger safety drills according to instructions from ship’s command;

  • Comply with company safety and pollution prevention regulations;

 Education and Experience

• Systems

  • MS Office Suite

  • Fidelio Cruise including (but not limited to) modules:

    • Cruise Management, Quick Check In.

  • Micros / Symphony POS

  • Hospitality Background preferred;

  • Reception and Front Office background preferred required;

  • Understanding of the highest level of service;

  • Excellent administrative skills;

  • Strong leadership skills and practice "leadership by example";

  • Outgoing personality, open minded and flexible;

  • Ability to work in an international environment;

  • Ability to perform well under pressure;

  • Excellent appearance and excellent social skills;

  • Well organized;

EQUAL OPPORTUNITY EMPLOYER
It is Norwegian Cruise Line Holding’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.

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.