RECEPTIONIST

Job objective
Main focus of position is the efficient operation of the Reception Desk, ensuring that passengers are handled in a polite and friendly manner and that their enquiries and
concerns are handled correctly and followed through to completion. Above all, maintaining an upbeat, polite, friendly and outgoing demeanor and providing a consistent
level of service style for the product.

Reports to: Guests Relations Mgr (shipboard), BSSL Operations (shore side)
Subordinates: n/a

Responsibilities
Maintains the reception guest log book, ensuring that any issues or comments of interest are recorded for future reference. Communicates all guest concerns or issues to the relevant department for action, ensures suitable follow up with department as well as the guest concerned. Log book entries are to be as detailed as possible, for future reference.
Creating AVOs for maintenance problems in pax cabins.
Issuing replacement swipe cards and cabin keys.
Assisting passengers with their accounts, accepting deposits, payments and issuing refunds of remaining balances at the end of the cruise.
Registering credit cards for passengers for account payment.
Maintaining control of their personal float and all funds received and balancing with Chief Purser at the end of the cruise. They should balance their account for their own
shake, every end of shift and make sure that they are ready for any audit by the Chief Purser at any time during the week.
Assisting passengers with keys for safety deposit boxes, hairdryers, postage stamps, etc., and placing charges on the onboard account.
Answering telephone calls, internal and external and assisting callers with the information they require, or in the case of an outside call, connecting the caller to the
desired extension or taking messages if the person called is not available.
Side duties as assigned by GRM or Senior Receptionist, which may include gangway greeting, luggage tags, etc.

Safety
Participates in safety drills according to instructions.
Complies with Thomson Cruises’ safety and pollution prevention program and
operating procedures.

Education/Training
High School education or better; a minimum of 3 years of customer service related
experience on land or on ships.

Language requirements:
He/She must be able to communicate effectively in written and verbal English -
knowledge of another language is beneficial.

Computer knowledge:
Knowledge of Microsoft Windows Office programs to include but not limited to Outlook,
Word, Excel, and Power Point

Profile:
Ability to lead and make decisions.
Ability to perform under pressure.
Ability to work with international team.
Good administrative skills.
Very good oral and written communication.