International Host
Position Summary
Provides personalized customer service, language assistance and translation to non-English speaking guests to enhance their understanding and enjoyment of the Celebrity experience.
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.
- Embarkation Duties: Available in Grand Foyer during embarkation to provide non-English speaking guests with information. Schedules and conducts "Welcome Aboard" meetings by languages to provide further information. Performs assigned duties for a specified amount of time daily at the Front Office Desk.
- Welcomes non-English guests in the Restaurant on the first evening of the cruises and the first formal night.
- Serves as translator for any and all departments when foreign language translation is needed. Translates announcements over the public announcement system.
- Translates all varieties of documents and announcements including the daily newsletter into the four core languages (Spanish, German, Italian and French). Reviews and ensures the accuracy of all materials distributed to guests.
- Assists guests with translating spoken passages, documents, and other material from one language to another. Provides consecutive or simultaneous translation between languages.
- Attends desk hours at the Front Office Desk. Answers inquiries, offers suggestions, and provides descriptive literature in various languages pertaining to shore excursions, onboard activities, entertainment, etc. Identifies fellow shipboard employees who speak other languages who may be required to assist guests with translation.
- Works closely with Administration Purser - Documentation in regards to Customs and Immigration during the embarkation and debarkation process. Conduct individual or group presentations to international guests regarding the embarkation and debarkation procedures. May provide translation for Customs and Immigration Officers.
- Arranges for a variety of invitations, labels, reports, welcome letters and other letters to be prepared.
- Responsible to prepare the back to back guests' list and issues transit passes and letters.
- 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 of printed materials.
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:
- Ability to speak fluently, read and write English, Spanish, Italian, German and French. A language
proficiency test may be required. - Customer service experience utilizing multi-languages in a hospitality industry preferred.
- Excellent customer service multi-lingual skills to interact appropriately with guests in a considerate,
professional and positive manner by showing concern and listening actively. - Ability to communicate tactfully with guests, department heads and CFMs to resolve problems and
negotiate resolutions. - Working knowledge of computers, internet access, and the ability to navigate within a variety desktop
publishing software packages. - Bachelor's degree in hospitality management, business administration or related field from an
accredited college, university or the international equivalent preferred.
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.
Language Requirements:
- Ability to speak the languages stated above clearly, distinctly and cordially with guests.
- Ability to read and write the languages stated above, 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.
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.
