About this role
Carnival Cruise Line is the most popular cruise brand in North America and operates a fleet of ships designed to foster exceptionally safe, fun, and memorable vacation experiences at an outstanding value. Our company is committed to providing a diverse and inclusive work environment. Our focus is on continuous improvement and collaboration. Our employees have a responsibility to be accountable for all actions. We consider the environment in all aspects of our business and have a responsibility to put safety and sustainability first. We live and share a positive attitude that is based on fostering an environment of inclusion, trust, a willingness to listen, openness, and integrity. Doing this helps us to achieve our ultimate goal, which is to include FUN in everything we do!
Position overview:
To provide a high level of customer service while answering guest queries by phone or as a lobby host and to provide administrative support to the Guest Services Manager (GSM) and Hotel Director (HD).
Position Functions:
- Coordinate and attend meetings with Hotel Director and prepare meeting minutes
- Coordinate and attend the SAIL sessions of the HD and GSM
- Provide SAIL support to the Hotel management
- Prepare and maintain HESS-MS forms, and Department Head evaluation forms and files for HD
- Assist the Guest Services operation with administrative side duties and work scheduled hours covering phone duty and assist as Lobby Host
- Have basic knowledge of the Customer Relations Management Systems to be able to document any guest issues and be able to provide the Guests with updates
- Maintain and upkeep the S&S Kiosks
- Coordinate the orders and requisitions for the Guest Service office supplies
- Handle administrative duties:
- Keep track of TGEM rankings, ratings and comments for HD and GSM
- Keep the ship’s phone list updated
- Prepare all VIP letters, invitations, and any other letters requested by the HD and GSM
- Update and post the HD working schedule
- Coordinate, monitor, and handle all onboard groups and special functions, respond to any challenges and communicate with shipboard management and Shoreside Groups Department:
- Prepare Group Logs, Charts, and Reports
- Ensure group set-ups and venues are in order
- Schedule and monitor the use of lounges for all group events via the Groups Management System
- Plan and organize last-minute groups and venue requests
- Respond and document all group queries and liaise with the GSM and HD for resolution
- Perform any other duties as assigned by the GSM or HD
Position Minimum Requirements:
- Minimum 1 years experience in Customer Service preferably within the Hospitality industry.
- Excellent administration and computer skills
- Fluency in English and excellent telephone manner.
- Always conduct oneself in a professional and courteous manner and lead the team by example
- Display a friendly, engaging and positive attitude towards Guests and Team Members, and always demonstrate commitment to the Carnival Values
- Use a positive and clear speaking voice and ensure proper telephone etiquette
- Follow the Carnival Look and good hygiene practices at all times
- Abide by the rules and regulations set forth by Carnival and/or the Ship’s Command
- Stay current and follow all U.S. Public Health, Environmental and Global HESS procedures
- Attend meetings, training, safety briefings/drills, and all other work-related activities, as required
- Follow proper timekeeping and FunTime procedures
- Be able to stand for more than 8 hours a day, and on occasions be able to lift items heavier than 50 pounds
- Include fun in everything we do
- At least 21 years old.