American Cruise Lines is seeking a flexible and dynamic individual to join our shipboard team as a Guest Service Coordinator. The Guest Service Agent has high visibility and is an important liaison to identify, receive, and resolve passenger issues and opportunities with follow-through, precision, and determination to add “value” at every service opportunity. The GSC will assume a lead role in welcoming, executing service requests, and strengthening relationships with Eagle Society members, VIPs, passengers in service recovery, and passengers in general. The position will be maintain office hours to foster rebooking confirmations and support the Hotel Manager in all ship’s office functions (i.e. home office communication, Paylocity, etc.). The ideal candidate will exude a natural service passion, solve problems as they arise, and seek to be in the presence of passengers at every opportunity.
Position reports to the Hotel Manager
Responsibilities – Receptionist / Office Assistant (33%):
Greet passengers; answer office phone; and be the first point of contact for passenger requests throughout the day.
Assume lead role in organizing and distributing communication to/from Home Office, including but not limited to: Home Office shipments, Passenger information (Manifests, Transfer requests, Weekly bills, etc.); Crew movement (Crew arrivals, Uniform receipt, etc.); and other duties as assigned.
Monitor Paylocity throughout the week to ensure the timeclock punches are correct. Distribute all timesheets early Sunday morning and have each employee sign the timesheet by 3 pm. Edit corrections and scan them to Hotel Director no later than 5 pm EST each Sunday.
Answer office phone for passenger requests, including Room Service.
Maintain office supply inventory and coordinate replenishment.
Responsibilities – Customer Service Agent (33%)
Personally welcome all Eagle Society, VIP, and special guests upon embarkation and throughout the cruise. Resolve problems and achieve enhanced service “value” at every opportunity.
Dispatch service requests and follow-up with passengers to ensure timely completion.
Be visible in Cocktail Hour and all Dining Room meals to foster passenger relationships.
Ensure all passenger preference items are delivered based on the passenger manifest.
Track daily service glitches to ensure those passengers are receiving priority service throughout the remainder of their cruise.
Coordinate recovery notes and amenities, as needed.
Facilitate purchase of passenger items needed off the ship and sourcing, as appropriate.
Responsibilities – Sales and Rebooking Agent (34%)
Assume lead role in drafting weekly Rebooking Action Plan with Hotel Manager.
Process “tentative” and “confirmed” reservations with the Home Office timely.
Print all reservation paperwork and ensure it is given to the passengers efficiently.
Coordinate the timing and food / beverage items for the American Experience reception and all follow-up receptions.
Ensure the adequate inventory of all American Experience promotional items, tent cards, etc. and placement in public spaces.
2 years or more hospitality / restaurant related experience
Bachelor's Degree Required
Strong organizational skills and polished oral and written communication skills (English)
US Coast Guard regulated pre-employment drug test
TWIC card will need to be procured and paid for by ACL
Key Attributes for Success:
Exceptional customer service skills and team oriented demeanor.
Sense of urgency in all passenger, crew, and home office requests.
Highly organized, precise, and can work independently.
Strong communication skills.
Ability to multitask and meet changing deadlines.
Working knowledge of email, scheduling, spreadsheets and presentation software
Position resides on the ship in dedicated crew living quarters. The typical duration on the ship is 6-8 weeks with typical shore leave lasting 1-2 weeks following.
American Cruise Lines has 10 ships throughout our fleet, 3 of which are on the Mississippi River. The America and the Queen of the Mississippi are modern paddlewheelers reminiscent of steamboats from a bygone era, while the American Song is a brand new riverboat with contemporary décor and styling unlike anything else in the U.S. We have additional ships on both the East Coast and in the Pacific Northwest and Alaska. Discover why American Cruise Lines is the leading (and fastest growing) cruise line today!