Guest Relations Coordinator
Position Summary Expectations - Duties, Responsibilities
Position Level: Supervisor
Department: Operations
Division: Operations
Reports to: Operations Manager
Schedule: 5 days’ work per week
Purpose
Guest Relations Coordinator (GRC) is the main point of contact for FIT guests before departure date (D-45) and is responsible for giving a warm and personalized services to our guests before and/or after they join the ship expedition. In charge to verify accuracy of manifest completion before passing to Operations, 14 days prior a departure.
Guest Relations Coordinator is passionate about turning moments for the guests from this preparation stage of his trip into great satisfaction of being well taken care with the aim to deliver an exceptional guest experience during the cruise. To leave a long and lasting impression to guests, makes the brand a cruise company of excellent choice.
- Provide assistance with flawless, upscale and professional manner when helping throughout the preparation of their cruise expedition before embarkation such as but not limited: guest cabin, services and activities, pre and post cruise arrangement, food dietary and allergy, health conditions and any special requests in a timely manner according to the established workflow for GRC. Data collected to input in the required system to issue the Manifest.
- Respond to any additional question, need, desire of guest, and follow up with guest to ensure their requests have been met to their satisfaction if were not managed during the reservations phase. Anticipate unstated ones for exclusive services if last minute question.
- For request, such as domestic flight, private transfer, hotel booking or restaurant, to provide contact details to the guest or TA to proceed directly with third party (not the company to proceed).
- If past guest, to check if any specific note (or complaint) from previous cruise, has been included in Manifest for the next departure (to be include by Reservations in phase 1)
- Coordinate and manage communication with operations stakeholders and reservations when necessary.
- Liaise with Sales and Reservations for special enquiry to charge to guests.
- Ensure collection of data required for the completion of the Manifest per guest with support of the check-in on line (after basic data collected at reservations stage) from D-45 to D-14 of the departure date.
- Communicate with designated Operations stakeholders to deliver the final Manifest in due time (14 days before the departure) and highlight exceptional points which deserve extra attention.
- Actively listen and resolve guests’ complaints and report to COO and GDOS. To input in CRM the comment.
- According to the destination, to provide to Shipmaster, copy of passport of all guests for a departure, when port authority requires within the required timeframe.
- Inform Reservation Executive who managed the original booking of any new booking intention expressed by the guest post expedition. Emphasize our client engagement to our brand.
- Charter management:
- GRC will start to take over from Reservations once the first deposit is being paid (Reservations to continue to monitor all the payment for the charter deposit) and contract signed.
- GRC will be the main point of contact for the charter host to prepare and collect information on Operations’ requirement prior D-30 as cut-off date and issue the manifest.
- GRC will have to provide regular update to the Operations manager of the designated vessel (or other stakeholders if none) on the progress of the preparation of the charter until the Manifest is issued.
- Education / Degree
- Bachelor’s Degree in Tourism
- Experience
- Minimum 5 years of experience in guest relations, upscale hospitality and travel industry.
- Language / Level
- Fluent English (speaking and writing)
- French or Spanish a plus (speaking and writing)
- Skills (not Talents)
- Proven working experience in guest relations in upscale hospitality and travel industry.
- Familiarity and interest in industry’s latest trends and destinations.
- Keen eyes for details and accuracy.
- Proficiency in clear and professional English and Spanish, multilingualism will be considered an asset.
- Excellent problem resolution skills along with outstanding communication and active listening skills.
- Empathetic and caring role model as interesting with different departments.
- Ability to work flexible hours
- - Highly responsible and reliable with a professional presentation.
