JOB NUMBER: JB02127
VACANCY NUMBER: ADV02430
SHARE: https://www.careers.msccruises.com/vacancy/ADV02430/guest-services-supervisor-explora-journeys
ORGANIZATION: MSC Malta Seafarers Co. Ltd (on board job)
BUSINESS AREA: Hotel
LINE MANAGER: Guest Services Manager
An exciting opportunity exists for a world class Guest Services Supervisor to join our newly created luxury travel brand “Explora Journeys”. The principal function of the Guest Services Supervisor is to receive Guests with a warm, friendly disposition, make them feel at ease, answer their questions, solve their problems immediately or attend to their requests in a professional way. In addition, the Guest Services Supervisor supports the Guests Services Team and must be able to do different type of financial transactions.
• Welcome Guests on board, offering a quick, effective assistance and information service, giving specific attention to the elderly, the very young, single, disabled and any ethnic minorities.
• Be prepared with answers for the most common questions relating to payment for services, directions, excursion bookings, dining reservations, times of activities, immigration, disembarkation procedures, etc.
• Support and Supervise the Guest Services Associates providing continuous coaching and constantly monitoring the comments opened by them, guiding them to a satisfactory resolution. When GSM is not present at the desk, the GSS is to be addressed as the person responsible.
• GSS is enabled to close comments ensuring that all steps are respected and that the comment has a thorough follow up and guest satisfaction has been reached.
• Assist with the check-in of Guests either ashore or on board.
• Assist as required at designated areas on board with the processing of documents to go ashore.
• Understanding the workload of bellboys and dispatch requests for service, delivery, printing, Guests assistance etc.
• Translate announcements or notices into the required languages of Guests. Make announcements as required.
• Maintain the Reception - Guest Service clean, tidy and in order.
• A minimum of 4-years experience in the position with diverse luxury Hospitality and/ or luxury Cruise lines;
• Fluent in English, and knowledgeable in 3 additional languages between: German, Italian Spanish, Portuguese and French.
• High School graduate.
• Proven ability to operate this focal-point area with tact and diplomacy.
• Demonstrated problem-solving skills.
• Proven ability with Guest relations. Able to communicate with all levels and ages of Guests.
• Proven competence with microphone and public speaking. Proven ability in the use of computers in a Windows-based environment.
Possess a valid passport and seaman book.
In the course of our recruitment and selection process, we may make your Personal Information available to third parties such as recruitment agency, intermediaries and other business partners.
Explora Journeys is the new luxury lifestyle travel brand launched by the MSC Group with the ambition to redefine the luxury cruise category.
The concept: Vibrant, cosmopolitan, relaxed European luxury at sea. Instead of cruises, we create journeys - of the mind, and across the oceans of the world. Visits to places on and off the beaten track.
On board: Spaces that offer guests relaxed luxury, creating a home at sea. Restoring life’s essential balance with a combination of discovery and appreciation for wellbeing and nature.
With the founding family as passionate about preserving the sea as they are exploring it, each ship will feature all the latest environmental supporting features.
Over the next years, we plan to employ over 5,000 people worldwide, onboard and in our offices.
