Guest Services Agent – Four Seasons Yachts – Yogyakarta

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.
• 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.