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RESPONSIBILITIES:

• Ensure response is given to all guest requests, concerns and issues without delay and in a professional manner.
• Provide premium guest service by handling all communications, verbal or written, in accordance with the set standards.
• Assist with and support the delivery of the elements of the Global Guest Program as specified and as they apply to guest relations.
• Log and maintain accurate records of all guest inquiries, concerns and requests through AIMS and in accordance with set procedures. Keep the GSM promptly and consistently informed of situations that require the attention of various onboard departments, heads of department or corporate.
• Handle compensation issues within guidelines, ensuring optimum balance and adequacy between the severity and nature of the issue and the related offering in each instance. Maintain a constant awareness of subordinate’s actions in that regard, review as necessary and report to the GSM.
• Directly responsible for the Neptune Lounge operations through the Neptune Lounge Concierge.
• Ensure that all aspects of the Neptune Lounge and Neptune Lounge service are in accordance with the Company’s Brand Procedures and Standards.
• Supervise and assume responsibility for all daily operations of Guest Services.
• Participate in any official representation duties as directed by the GSM.
• Promote various services and programs as appropriate to generate revenue.
• Perform administrative and record-keeping tasks associated with the FDM duties as well as assist with specific GSM tasks as directed.