Guest Service Associate

About the role

Norwegian Cruise Line is looking for a Guest Service Associate who provides accurate, consistent information to guests in an efficient and courteous manner, while keeping a pleasant and accommodating personality. Candidates must apply online.

Key responsibilities

• Answer the emergency telephone line and take immediate, appropriate action.
• Handle guest requests by taking ownership and following up until the guest is satisfied.
• Be fully familiar with the Guest Recovery program and use it as needed.
• Record guest-related issues in the daily logbook for shared knowledge and follow-up.
• Answer internal and external calls through the switchboard, taking messages and forwarding them to the right person.
• Act as assistant to the Concierge: man the executive lounge hospitality desk, follow up on suite requests, make reservations and contact guests.
• Assist with ship's clearance and the BAGS program, and perform other related duties as assigned.
• Follow the Safety and Environmental Protection Policy and SEMS procedures.

Required profile

• Intermediate to advanced English, and preferably another language such as German, Spanish, French or Italian.
• At least six months of experience in a hotel/hospitality role or a guest service position on board ships.
• Two-year associate degree or equivalent in Hotel Management and/or Guest Relations from a recognized hotel institution.
• Able to work 7 days a week and live in close quarters with limited space.
• Physical ability to stand, walk long distances, lift more than 25 pounds, climb stairs, and take part in emergency lifesaving drills.

Required skills

• Intermediate knowledge of Microsoft Word, Excel and Fidelio is strongly preferred.
• Customer service and guest relations orientation, organization, teamwork and problem-solving.