Administration Purser – Guest Accounts
Position Summary
This position is responsible for the following:
- Establishes and maintains guest folio accounts in accordance with the brand standards of service and style.
- Balances the daily and end of voyage revenue activity from the different revenue-generating areas onboard.
- Prepares credit card transmission and handles any disputes or declines that may occur.
Essential Duties & Responsibilities
To support Celebrity Cruises' mission of sustaining "the world's ultimate premium cruise line with a taste of luxury," all duties and responsibilities are to be performed in accordance with Celebrity Cruises' Pillars of Safety, Service and Style, ISM/ISO standards, USPH guidelines, and environmental regulations.
Each shipboard employee may be required to perform all functions in various service venues and throughout the ship.
- In accordance with Celebrity Cruises' Pillars of Safety, Service and Style, as well as through Celebrity Connections, each employee conducts oneself in a professional and courteous manner at all times. This consists of physical and verbal interactions with guests or fellow shipboard employees and/or in the presence of guest contact and Celebrity Family Member (CFM) areas.
- Ensures that proper Credit Card validation and "Seapass Account" SQM policies are in place, in accordance with company policy.
- Establishes and maintains Master accounts, following approval from Operations Accounting.
- Issues folio numbers for joining CFMs and additional personnel.
- Balance all the revenue activity coming from the different systems onboard, such as "Point of Sale", "Internet Café", "Interactive TV", "Phone System" and "Arcade", to the property management system on a daily and end-of-voyage basis.
- Monitors all guest and CFM onboard accounts and makes necessary adjustments and/or corrections.
- Balances the "CFM Debit Card" system and monitors CFM accounts to ensure the proper balances are reflected.
- Issues company standard memorandums and reminders regarding guests' account status.
- Investigates discrepancies on guest and CFM accounts with relevant department heads and makes appropriate corrections.
- Processes several credit card transmissions during the voyage, upon gathering all the information from the property management system, to ensure guest account balances are properly authorized on a daily basis per company's SQM policy.
- Responsible to apply all shipboard credit accordingly.
- Responsible to charge guests for faxes and Internet use as per company policies.
- Responsible to review and investigate guest's telephone call charges/discrepancies.
- Prints guest interim and final statements for distribution and settles guest folio accounts.
- Responsible for the final settlement and the end of each voyage report according to GCS procedure.
- Once ALL guests have disembarked, provides voyage revenue reports for all onboard departments. All the "End of voyage" reports must be forwarded to the Financial Controller for proper reconciliation with the Business Partners onboard and preparation of the Pursers Journal.
- Coordinates and supervises the correlation process of the guest cards (Seapass cards), to ensure the cards are valid at the guest embarkation "Sea-Pass" kiosk station.
- Responsible for the gift vouchers received from the Special Services Department, i.e., print, schedules delivery and add all additional orders. Ensures that the gift vouchers are delivered and signed for by guests. Ensures the collection of all signed gift vouchers.
- Responsible for the processing of the guests prepaid gratuity vouchers, to ensure the guest's onboard is properly charged as well as to prepare the worksheet for the CFM distribution of the gratuities.
- Assists with the administration and upkeep of the shore side "Bar Card" process.
- Responsible for remitting the "End of Voyage" reports to the Operations Accounting Department, Revenue Performance Administration, and Revenue Manager on a per-voyage basis.
- Responsible to collect from Senior Management in the event they exceed their charges from their company bar allowance.
- Establishing cash accounts according to company policy for guests' with decline credit cards.
- Responsible for remitting a file that contains all guest statements to the Operations Accounting Department in the corporate office.
- Assists the Purser Administration group as determined by the Financial Controller.
- Assisting with the Tendering Operation when necessary.
- Understands the Safety & Quality Management Program, and his/her responsibilities in the Safety Organization according to the Emergency plan and Station Bill. Must be available, capable and ready to act in the event of an emergency.
- Is aware of, and/or acquires the necessary knowledge to comply with the ship's standard operation, in order to assist guests and CFMs with inquiries.
- Attends meetings, training activities, courses and all other work-related activities as required.
- Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the shipboard employee occupying this position. Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management.
Financial Responsibilities
Financial responsibilities for budget, expenses and/or achievement of revenue targets. This position is responsible for direct cost containment through the accurate preparation of credit and debit transactions for guests and CFMs.
- Responsible for the accurate preparation and transmission of a number of revenue reports.
Motivational Responsibilities
People management responsibilities to ensure optimal performance of the function.
- This position does not have supervisory responsibilities.
Qualifications
Minimum hiring, language and physical requirements to perform the job.
Hiring Requirements:
- Minimum of two years experience in an upscale hotel, resort or cruise ship
- Superior customer service, teambuilding and conflict resolution skills.
- Very strong management skills in a multicultural and dynamic environment.
- Very strong communication, problem solving, decision making, and interpersonal skills.
- Intermediate computer software skills required.
- Possess a strong understanding of numbering flow "Debits/Credits", adjusting entries and corrections.
Internal Candidate Requirements:
In addition to the stated hiring requirements, internal candidates are required to fulfill the following:
- Completion of two contracts as Apprentice Purser, one contract each as Administration Purser - Documentation and Celebrity Family Purser, one contract as Inventory Officer (optional) with a performance rating of satisfactory or above along with demonstrated leadership skills.
Language Requirements:
- Ability to speak English clearly, distinctly and cordially with guests.
- Ability to read and write English in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.
- Ability to speak additional languages such as Spanish, French or German preferred.
Physical Requirements:
- While performing the duties of this job, the employee is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
- All shipboard employees must be physically able to participate in emergency life saving procedures and drills. Full use and range of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats. Ability to lift and/or move up to 50 pounds.
