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Guest Relations Coordinator - Japanese

NCL America

POSITION SUMMARY

Assists all guests at the reception desk, but concentrates specifically on Asian-speaking group and individual guests with their special needs and requirements in their native languages so as to give them a full, first class cruise experience.
In order to consistently exceed guest expectations and provide the highest levels of product and services, additional duties and responsibilities may be assigned as needed.

ESSENTIAL FUNCTIONS

* Receives and handles special requests from Asian group and individual guests.
* Works in conjunction with and assists the Group Services Coordinator and Front Office Manager with handling special requests such as Honeymoon set-ups, Anniversary Packages, Birthday Packages, special dietary needs, medical needs, etc. for Asian guests. Follows up to ensure departments responsible have completed the requirements.
* Contacts Asian guests when necessary to offer assistance in making restaurant bookings, ordering special local/dietary food, arranging special tours on board and with shore excursions.
* Assists at embarkation, disembarkation and port talks, as well as being present during these times to assist Asian guests where necessary. Available at Immigration and Customs inspections, etc.
* Coordinates announcements and the translation/printing of the daily cruise news, as well as other pertinent literature used, into the required languages relative to the Asian guest ratio on board each cruise.
* Ensures they meet and greet their respective Japanese, Chinese, and/or Korean guests accordingly.
* Assists with related collateral for all Asian guests and ensures necessary items are properly translated and placed in the correct staterooms.
* Assists with personalized collateral for suites in coordination with the Concierge such as welcome letter, stationery, invitation cards for cocktail party and Captain’s Table, etc.
* Meets and greets VIP guests staying in suites as necessary and whenever possible.
* Ensures ship’s management is kept aware of all Asian VIPs on board and notifies them of all special requests, etc.
* Responds to and takes necessary action to resolve Asian guest complaints and problems and ensures related management is contacted and involved accordingly.
* Must be familiar with the Safety and Environmental Protection Policy and the SEMS, and carry out the policies and procedures appropriate for his/her position.

DIMENSIONS

# Must be able to provide quality service for a large passenger vessel that can include from 1,000 to 3,000 guests.
# Must be able to provide information and translation in one or more Asian languages for up to 200 guests.

NATURE AND SCOPE

# Works in conjunction with the Front Office Staff, Group Services Coordinator, Concierge, and other department heads to ensure Asian guest expectation are not only met but exceeded.
# Enlightens shipboard management, staff and crew on the customs and traditions of Asian nationals in order to better serve their needs.
# Responsible for all information at the Reception Desk that pertains to Asian guests as well as other relative on board activities that adds to the effective operation of the vessel.
# Maintains a good working relationship and open communication with all departments.

QUALIFICATIONS

# Proficiency in one or more Asian languages is mandatory.
# Able to work independently.
# Possesses translation skills in one or more Asian languages.
# Able to speak publicly to large groups if necessary.
# Must be fluent in the English language, both with speaking and writing skills, as well as in their native Asian language.
# Possesses typing and computer software skills (Microsoft Word, Excel, Fidelio Cruise, Micros).
# Customer Service/Guest Relations Oriented and Well Organized

EDUCATION

2-year Associates degree or equivalent in Public Relations and/or Hotel
management from a recognized hotel institution, and at least one-year
management experience in Hotel and/or hospitality establishments.
Or
2-year Associates degree or equivalent in Public Relations and/or Hotel Management from a recognized hotel institution, and at least one-year management experience in Front office related positions on board ships.

ATTRIBUTES

# Proactive, Team Player, Problem Solver
# Passionate about hospitality and customer service driven
# Must have a professional appearance and good hygiene
# Respect for all co-workers and guests
# Pride in your work by creating positive energy, excitement and fun
# Able to work 7 days a week
# Demonstrate positive behaviors; smiling, being polite and courteous
# Able to develop a camaraderie with team members
# Ability to live in close quarters, share limited space with other cabin-mates

PHYSICAL REQUIREMENTS

* While performing the essential functions of this job, all team members are required to stand; walk long distances on the ship; use hands to touch, handle or feel; reach with hands and arms; talk or hear and taste or smell. All vessel positions require repetitive motion of bending, climbing, going up and down stairs and lifting more than 25 pounds. This job requires specific vision abilities to include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
* All team members must be physically able to participate in emergency life saving procedures and drills. All vessel positions require full use and range of arms and legs as well as full visual, verbal and hearing abilities to receive and give instructions in the event of an emergency including the lowering of lifeboats.
* Work within different temperature changes—indoors to outdoors.
* Able to pass basic safety course.
* This is a minimal description of duties. Other work requirements may be necessary and assigned as business or maritime law dictates.

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