Guest Services Agent – Four Seasons Yachts – Jakarta

Job Description

Tasks and Responsibilities :

• Provide guests with general ship, port and tour information; become knowledgeable concerning all
facets of shipboard organization and services, ports of call and shore excursions.
• Process all passengers at embarkation/registration according to the embarkation SOP. This includes,
lifting tickets, collecting passports and other documents.
• To assist all guests with any service issues, queries and complaints, as well as providing general ship,
port, tour & travel information
• Liaise with other departments on any suite issues, changes or other requests.
• Confirm any restaurant reservations in co-operation with Restaurant Manager.
• Handle administrative services and communication services (copy, scanning, mail, fax, phone, etc.).
• Receive lost and found items.
• Maintain a working change fund for the cashing of passenger travelers’ checks, currency exchange.
• This fund to be balanced daily.
• Ensure that all received passenger complaints are either settled immediately or referred to the MOD.
• Ensure glitches are tracked and entered into the system immediately for full awareness and
resolution and follow up.
• Prepares the Guest Berthing list, Guest lists, Party invitations, Gift Orders and special notes from the
Ship’s management to the guests.
• To the maximum extent possible, become aware of each guest name as soon as possible during each
cruise.
• Be the main contact for ship board Chat services. Be able to immediately acknowledge the guest
inquiry and coordinate with the necessary departments for follow up.

Other Duties and Responsibilities :

• Support the Concierge role when they are required to be mobile throughout the ship.
• Additionally, support be available to support any special event set up and departments during crunch times.

Requirements :

• Minimum of three years of related experience in customer services in luxury hotels and/or onboard
luxury cruise lines
• Familiar with basic shipboard operation.
• Fluent in written and spoken English
• Knowledge of general office practices, procedures and equipment.
• Ability to prioritize tasks and work independently.
• Strong organizational, interpersonal and communication skills.
• Ability to interact with senior-level management and owner representatives.
• Adherence to specific scheduled working hours yet being flexible to operational requirements.
• Ability to interact professional in an international team.
• Capable to perform assigned duties under pressure (time constraints) and in a constant
changing environment.
• Easily adapts to change.

Preferred :

• Cruise Ship Experience.
• Additional languages

Required computer skills :

• Proficient in MS Office (PowerPoint, Word, Excel and Outlook).
• Possess sufficient computer knowledge to use the company software.