Guest Service Manager (M/F) - Seagoing Position - German Speaker Porto

Guest Service Manager (M/F) - Seagoing Position - German Speaker
Porto
Porto, Porto District, Portugal

Company Description

Mystic Ocean is a new ocean cruise company based in Portugal, that offers cruises along iconic destinations such as Mediterranean, Baltic and North Seas. With a focus on delivering a value for money experience to its guests, Mystic Ocean is committed to establish a corporate culture focused on creating enriching career paths that create new opportunities for growth to our crew members.

Job Description

• Ensure that the highest level of Guest Service is practiced at all times and that the Guest Service Team is working as per company procedures.
• Always greet and treat passengers in a friendly and professional manner.
• Supervise, coach, train and support the Guest Service team.
• Ensure that passenger complaints are always treated in the most diplomatic way.
• Follow up on previous complaints and ensure that the passenger’s problem has been solved to their satisfaction.
• Have extensive knowledge about all outlets and services onboard to give the best possible passenger experience.
• Attend passenger events and receptions as required.
• Ensure that guest satisfaction is always as high as possible.
• Be present as much as possible at the Reception counter during the day.
• Handle Guest service duties such as Check-In, Check-Out, Lost Items handling, cash handling and all kinds of passenger requests in a professional manner.
• Support all departments in regards to guest satisfaction and guest support.
• Prepare the working schedule for the Guest Service team in cooperation with the Senior Receptionist.
• Create side duty schedules for the Guest Service team.
• Prepare orders of office materials for the Guest Service team on a regular basis.
• Organize, plan and execute several passenger activities and events.
• Promote all revenue outlets onboard to passengers.
• Support passengers with special needs and who had an accident/death and accompany them to shore hospitals for support and translation.
• Plan, organize and advertise the daily program onboard in cooperation with several departments.
• Ensure that work stations are cleaned according to schedule, following the detail of USPH standards.
• Submit work orders when deficiencies are noted or when maintenance is required and follow up on the work orders in a timely manner.

Qualifications

• Minimum of three (3) years’ experience in a hotel on land or two (2) years’ experience on board a cruise ship in a similar position required.
• Must be fluent in written and spoken English as well as German.
• Any additional foreign language is a plus.
• Excellent interpersonal and public communication skills.
• Must have good administrative skills (Microsoft Office); knowledge in MXP / POS is a plus.
• Basic accounting skills and excellent organizational skills required.
• Must possess excellent leadership skills and the ability to interact with all levels of people.