HAL - Guest Services Associate - SBI
On-siteJakarta, Jakarta, Indonesia
Job Summary
Respond to all guest requests, concerns, and issues in a timely, professional manner while handling communications, verbal or written, in coordination with the Front Desk Supervisor. Log and maintain accurate records of inquiries using provided systems and promptly report situations requiring manager attention. Perform assigned phone duties, including answering general enquiries, managing in-room dining calls, and fulfilling concierge responsibilities for signature suite guests. Execute night duty tasks such as handling emergency line calls and completing administrative handovers. Process cash transactions for travelers checks, foreign exchange, and shipboard accounts in accordance with established accounting policies. Assist with Mariner Loyalty Program inquiries and promote various services to generate revenue.
Required Qualifications
- Associates Degree
- Bachelor's Degree
- College or University degree or equivalent experience in hospitality management, business administration or a related field. International equivalent suffices.
- Marlins Score 90 or above
- A valid STCW certificate
- Minimum 2 years work experience within a Front Office Operation/Hospitality Environment in a 4 star or above hotel/resort or cruise/passenger vessel
- Minimum 2 years' work experience in a reputable call center or reservations agency
- Able to work well with both shipboard and corporate personnel
- Being open minded, flexible, and able to handle constantly changing priorities
- Ability to multi-task and evidence of strong organizational skills
- A genuine interest in working with and helping guests
- Ability to handle complaints and deal effectively with difficult situations
- Must be able to work nightshifts for designated periods
- Working knowledge of computers
- Ability to navigate within a variety of software programs such as but not limited to Excel, Word, and PowerPoint
- Must be 18 years of age or older
- Must be able to work varied shifts which can average up to 11 hours per day, every day while on board
- Must be able to perform normal and assigned emergency duties
- Must be able to don a lifejacket or immersion suit
- Must be able to crawl
- Must be able to feel for differences in temperatures
- Must be able to handle fire-fighting equipment
- Must be able to wear breathing apparatus (where required as part of duties)
- Must be physically able to participate in emergency lifesaving procedures and drills
- Must have full use and range of arms and legs
- Must have full visual, verbal and hearing abilities to receive and give instructions in the event of an emergency
- Must be able to maintain qualification of the Seafarer Medical Examination
- Must be able to pass the basic safety course
- Must be able to stand
- Must be able to walk long distances on the ship
- Must be able to use hands to touch, handle or feel
- Must be able to reach with hands and arms
- Must be able to talk, hear, taste and smell
- Must be able to perform repetitive motion of bending, climbing, going up and down stairs
- Must be able to lift more than 25 pounds
- Must be able to work within different temperature ranges and changes— e.g., indoors to outdoors, hot climate, etc.
- Passport – valid for a minimum of 6 months beyond a working assignment
- Must be able to acquire a United States C1D Visa, if required
- Must be able to acquire a European Union Schengen Visa, if required
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