Provide exceptional customer service to passengers, ensuring that all relevant revenue and cost control processes relating to passenger services are successfully followed at all times. Handle passenger enquiries, issues and complaints and ensure an effective resolution is achieved.

Quality Standard

* Knows all of the quality standards which apply to their job and how to carry them out

Passenger Profile

* Has a broad understanding of the main passenger preferences by nationality and can use that knowledge to enhance their service

IT Systems

* Able to operate the specific IT system required for their role accurately and without support

Tours & Ports

* Has good knowledge of each port on the current cruise, sufficient to describe the main attractions and the logistics of getting around the port, in order to respond to passengers' detailed questions or to arrange (dis)embarkation of crew

* Can pronounce all names and descriptions correctly

* Knows and can describe the tours available in the port, in order to help passengers make choices

Dealing with Challenging People

* Uses experience to assess a situation and make appropriate decisions on when and how to resolve it

* Able to employ a range of techniques to diffuse emotionally charged situations

* Able to manage own emotional responses to challenging people

Cash Handling & Accounting

* Able to accurately count cash and record amounts correctly

* Able to maintain and balance their own cash accounts accurately

* Able to accurately complete Business Partner Reports which reconcile to ship board systems Basic level accounting skills - e.g. double entry book keeping

Audit & Compliance

* Completes records demonstrating compliance within their area of responsibility, based upon the agreed policy for their area

Customer Service

* Ability to respond calmly and quickly to requests to change the level or type of customer service that is delivered

* Able to deliver customer service to the agreed time-scales and quality to ensure customer satisfaction

* Able to respond appropriately to complaints and customer service issues, or report them to managers, to ensure speedy resolution

* Behave in a polite and friendly manner with all passengers, officers and crew all times and in all areas of the ship and ashore

* Has a strong understanding of excellent customer service and how this should be delivered

* Able to engage with passengers in polite and friendly conversation to ensure that they feel valued, well treated and respected

* Able to get to know individual passenger needs for the duration of a cruise and respond accordingly

* Able to show high levels of respect for the individual needs of passengers and ensure their interests are catered for

Revenue Generation

* Understands revenue target for own area and proactively works to achieve set targets

* Understands the importance of highlighting any issues in achieving revenue objectives to manager

* Understands what impacts the ability to generate revenue in own specialist area

* Able to identify with target passenger groups and develop a meaningful interaction

* Understands passenger requirements and able to adjust approach accordingly

* Uses specialist knowledge to help inform passengers on products and positively influence revenue generation

• Minimum experience and qualification requirements for position:Has knowledge of a good range of English vocabulary to enable them to interact confidently with customers and colleagues
• Previous experience in luxury hotels
• Speaking additional languages like German, French or Spanish is preffered