Front Desk Operator

Position Summary

Provides a variety of services and information to guests inquiring at the Front Office Desk by performing the following essential duties and responsibilities.

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.
Provides all services of the Front Office Desk; including, but not limited to: lost luggage, stateroom changes, lost and found service, printing and issuing guest cruise cards, and broadcasting ships announcements.
Answers inquiries pertaining to Front Office services and general information. Responds to guest concerns in a considerate, professional and positive manner by showing empathy and listening actively. Takes ownership of guest concerns, by following-up and ensuring complaints are resolved to the guest's satisfaction. Maintains Guest Resolution Log.
Maintains knowledge of all ship's regular events and special functions by reviewing all available sources (vessel's daily newsletter, etc) in order to provide guests with accurate information to answer questions and handle special requests.
Registers guests for a variety of functions and/or services such as Captain's Club parties, tuxedo rentals, as well as assist with the disembarkation procedure requests.
Sells and maintains inventory of certain items at the Front Office Desk, such as menus, robes, cookbooks, etc.
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 indirect cost containment through the proper use, handling and maintenance of records, reports, documents, and equipment.
Ensures that guests are charged for pertinent special requests and services.

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 one year hospitality management experience in an upscale hotel, resort or cruise line
(shipboard experience preferred).
Completion of high school or basic education equivalency required.
Bachelor's degree in hospitality management, business administration or related field from an
accredited college or university or the international equivalent preferred
Very strong management skills in a multicultural and dynamic environment
Very strong communication, problem solving, decision making, and interpersonal skills
Superior customer service, teambuilding and conflict resolution skills
Knowledge of the principles and processes for providing personalized services including needs
assessment techniques, quality service standards, alternative delivery systems, and guest satisfaction
evaluation techniques
Basic computer software skills required
Possess a good 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 one contract 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.

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