TITLE: GUEST SERVICES ASSOCIATE
REPORTS TO: GUEST SERVICES MANAGER, SR. GUEST SERVICES SUPERVISOR
To maintain company service, to ensure proper guest service levels at Front Desk.
Work scheduled Front Desk shifts; maintain service and hospitality standards to all guests by extending information as warranted and following up on requests as needed.
Perform cash handling duties, as required in working Front Desk and sail/sign windows in a manner consistent with established policies and procedures.
Register guests for sail/sign program.
Log all complaints and concerns from guests into the onboard incident report. Follow up with guests to ensure maximum guest service.
To provide guest with accurate information on all shore excursions provided by company, this means actually taking part and going on all tours to become familiar with the excursions.
To perform all other duties as assigned by Guest Services Manager of Sr. Guest Services Supervisor.
TITLE: MANAGER, STAFF ADMINISTRATION (MSA) /
COORDINATOR, STAFF ADMINISTRATION (CSA)
REPORTS TO: GUEST SERVICES MANAGER
Create and maintain crew files for hotel operations department.
Maintain crew passports.
Keep Crew Personnel System updated.
Keep A-Pass system updated.
Keep cabin accommodation systems updated.
Prepare manning lists for food and beverage and housekeeping departments.
Run evaluation reminders and periodic follow-ups together with HC.
Prepare all paperwork needed for clearing the crew in each port of call and homeport.
Clear crew through Immigration and Customs.
All preparations for 90 day Full Immigration Inspection.
Sign on procedure:
to collect sign on documents i.e. passports, medicals, I-94’s/I-95’s and copies of all needed certificates from the crew upon signing on
Prepare contracts, seafarer’s manuals and business ethics etc. sign on documents and get them filled out by crewmembers.
Report shipboard and office management on crew movement.
Prepare all the different crew lists sent to the authorities via email.
Prepare crew ID’s.
Print/replace Ving card keys.
Send pre-advises sign off and sign on lists to shipboard management.
Print and assemble flight tickets to disembarking crew. Collect tickets from tipping crew disembarking.
Collect crew requests and send them to the office. Also responsible for periodic follow-up.
Prepare reference letters to the crew.
Send sign on documentation to the office at the end of each voyage.
Take copies of crew data sheets and file them in the crew files.
Hold sign off orientation meetings.
Collect cash from service attire, thermometers, wine openers, safety shoes, radio room bills, nametags and airline tickets.
Rent out safety deposit boxes.
Open Sail & Sign accounts for officers and staff. Collect money for Sail & Sign.
Pay travel etc. expenses to the crew.
Change money for the crew.
Rent out safety deposit boxes for the crew.
Maintain spare cabin list together with the Hotel Director.
Sort out crew mail and deliver it to the department heads – together with HC.
Maintain daily crew hours.
Any additional crew work.
All other tasks assigned by the Hotel Director or Guest Services Manager.
TITLE: GROUPS COORDINATOR
REPORTS TO: GUEST SERVICES MANAGER
• To show initiative, decide priorities and work without supervision.
• Administrative skills, good working knowledge of computers and the following software…. Outlook, Word, Excel, note taking skills, good organization and most important interpersonal skills.
To support the Guest Services Manager, Food & Beverage Manager, Hotel Director and the Shore side Groups Department, offering an exclusive service for Group Functions and events.
The Groups Coordinator, under the management of the Guest Services Manager is responsible for the organization and hospitality standards for all group leaders, group functions and events on board the vessel, by extending a personal daily service.
Reports directly to the Guest Services Manager for the overall service, organization and hospitality standards, for all Group Leaders and Group Functions on-board the vessel, by extending a Personal daily service.
Personify Carnival’s image of a first class resort through friendly, prompt, attentive, courteous service in a professional environment.
Attendance at the Cruise Director’s Welcome On-board Orientation, Captain’s Parties and Past Guest Parties, conduct visits to guest dining rooms to visit group leaders. If and when invited dine with the guests/group leader in guest dining room.
An on-board Groups Schedule will be created and updated daily, using the Shipboard Information available relating to Shipboard activities, and lounge capacities. This Groups Schedule will be e-mailed to the vessel’s Group Coordinator in the Main Office weekly, in order that Groups events can be planned effectively in a timely manner for the relevant Public Lounges.
Coordinate all group functions, photo shoots, special lunches, site inspections, familiarization tours and press tours.
Facilitate special amenity or group month concession dissemination.
Supervise all staff for special functions including bar staff, production staff, entertainment and technical.
Maintain inventory of audio/video equipment for exclusive use for special functions; record a monthly inventory of same and ensure all is in working order.
Maintain inventory of banquet supplies for exclusive use for special functions; record a monthly inventory of same and ensure all is in working order.
Review all prelimaninary group literature at least one week in advance against scheduled ship events to ensure venues are not double booked and there are no operational conflicts.
Prior to the beginning of each cruise, directly e-mail the approved Groups venue and function Schedule to all Shipboard Head of Departments.
Preparation of the Welcome On-board Letter extended to all embarking Group Leaders, confirming their Group Functions, and requirements. All letters must be in each stateroom prior to embarkation commencing.
The Groups Coordinator will check on Embarkation Day that the Hospitality desks and Camp Carnival desk are setup before the commencement of Embarkation, and also check half an hour in advance that any Embarkation Day Functions have been setup.
Conducting ship tours for Groups and site inspections, if and when required.
Meet with every group leader/escort/agent at least once per cruise to review group’s details and requirements. Initial contact should be made on the first or second day at the group leaders earliest convenience.
Be present 30 minutes before the beginning and end of each function and where possible attend functions in their entirety.
Liaise with all shipboard management to ensure smooth execution of all special functions; hold a meeting each voyage with all pertinent shipboard management to ensure all functions run smoothly.
On the day before the completion of the cruise, the Groups Host will contact all of the Group Leaders in person to ensure all requirements were met and the group enjoyed their stay with us.
Liaise with shore side special services, groups, group reservations, Bon Voyage, Wedding and large group/incentive account supervisors and agents regarding on board functions.
Complete “Special Function/Group outcome report” at the close of each cruise, giving detailed review of how each function was executed and received by the customers. Copies can be sent to relevant department heads and groups sailing coordinator.
Group Coordinators will be responsible to escort VIP group leaders from embarkation to their cabins.
Group Coordinators are empowered to offer amenities e.g. Fruit basket, bottle of wine/champagne etc as a resolution to group related issues. (These items must be charged to folio 3998) At the end of each voyage the group coordinator is responsible to submit a summary report of these charges. The report must include an explanation to why amenities were issued. The summary report should be sent to the Hotel Director and Guest Services Manager.
During very slow periods when there may be a limited amount of groups sailing on board, and work may be very slow for the coordinator. He/she will be expected to help with the day-to-day operation of the Guest Services Office (back office). The Guest Services Manager will determine the work carried out.
To perform all other duties as assigned by the Guest Services Manager or Hotel Director.
Welcome to our TEAM
Cadet Guest Services Associate Induction Manual
Guest Services Associate Name
Congratulations on your graduation and welcome to the Ship Name Guest Services Associate team. We look forward to working with you and are committed to supporting and guiding you to the fullest during your first contract here onboard.
First Day Useful Information
Cabin # Cabin Number _____________Location
Sharing With Name of Sharing Guest Services Associate
Safety Meeting @ Time of Safety Meeting Location Location of Safety Meeting
Laundry Facilities Location of Crew Laundry Facilities
Officer’s Mess Location of Dining Hall
Work Schedule for today starts @ Start TimeTill End Time
In addition to your assigned schedule, you should spend your first day familiarizing yourself with the Ship and getting to know the guest public areas.
Review the Carnival Capers and Deck Plan
Tour guest public areas (bring the Deck Plan and day’s Carnival Caper)
Spend time listening to your colleagues on the front window
Walk the line, and/or assist with answering the phones
Get to know your colleagues / ask questions
We will be providing you with a schedule for your vessel familiarization. Please ensure you are on time and prepared for each class. Your Guest Services Associate schedule will be arranged in line with the classes. Additionally, your schedule will give you flexibility so you may observe the Camp Carnival Welcome Aboard Orientation, Shore Excursion Talk, and Recommended Stores/Shopping Talk.
Evo novih info o poziciji purser na brodu..za one koji ne znaju radi se zapravo o poslu recepcioner-recepcionist
Hotel Operations Department
All departments unrelated to navigation engine and entertainment, fall under the hotel division. This includes all concessionaires, housekeeping, food and beverage and pursers. Jobs in the hotel department on a cruise ship are very similar to jobs you will find in a five-star hotel or resort. The hotel manager (Chief Purser) oversees all shipboard services and is responsible for supervising all staff and crew in these departments. Department heads in turn report to the hotel manager and are accountable for the running of their individual departments. In general the Purser's Department is offering the following cruise ship jobs: Chief Purser / Hotel Manager, Deputy Purser / Assistant Hotel Manager, Purser, Assistant Purser, Junior Assistant Purser, Crew Purser.
Chief Purser / Hotel Manager (supervises all other departments on board with the exception of deck and engine) - extensive hotel experience of no less than five years as a hotel manager, a degree in hotel management and /or prior cruise ship experience required. Fluent English Language skills required. Salary range: $4300-5800 U.S. per month, depending on the cruise line.
Deputy Purser / Assistant Hotel Manager (supervises all other departments on board with the exception of deck and engine) - extensive hotel experience of no less than five years as a hotel manager, a degree in hotel management and /or prior cruise ship experience required. Fluent English Language skills required. Salary range: $3900-4700 U.S. per month, depending on the cruise line.
Purser (supervising day to day operations of the pursers office / front desk as directed by the Chief Purser) - previous hotel experience preferable, a degree in hotel management and /or prior cruise ship experience is required. Fluent English Language skills required. Salary range: $2300-3200 U.S. per month, depending on the cruise line. Possibilities for promotion to Deputy Purser.
Assistant Purser (reception desk-general information, accommodation problems, complaints, money transactions, shipboard announcements etc.) - previous hotel experience and /or university degree preferable. Fluent English Language skills required and speaking other languages (German, French or Spanish) is a plus. Salary range: $1900 -2200 U.S. per month, depending on the cruise line. Possibilities for promotion to Purser.
Junior Assistant Purser (hotel receptionist) - previous hotel experience and /or university degree preferable. Fluent English Language skills required and speaking other languages (German, French or Spanish) is a plus. Salary range: $1600 -1800 U.S. per month, depending on the cruise line. Possibilities for promotion to Assistant Purser.
Crew Purser (handles the administration of the crew: sign-on and sign-off, cabin assignments, crew identification cards etc.) - previous hotel experience and /or university degree preferable. Accounting background helpful. Fluent English Language skills required. Salary range: $1900-2200 U.S. per month, depending on the cruise line