Guest Service Supervisor
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Guest Service Supervisor supervises all Guest Service Staff to ensure all guests are assisted with any service issues, queries and complaints, as well as general ship, port, tour and travel information is provided. They must meet or exceed guest expectations on very occasion. They must ensure Guest Service Staff are trained to a high standard of guest delivery and aid to an efficient communication between all Guest Service Staff. They will supervise the embarkation process and ensure all passenger complaints received at “Seabourn Square” are either settled immediately or referred to the Guest Service Manager to follow up. The Passenger must be promptly advised of all actions taken. Must ensure that “Seabourn Square” are is kept in a presentable, clean and orderly manner at all times and ensure access to the “Seabourn Square” is strictly limited to members of the Purser’s staff or Officers having legitimate ship’s business there.
Guest Service Supervisor must ensure that all documents/printing and forms going into the suites are being delivered in a timely matter and approved by the Hotel Manager and also ensure that all documents (berthing list, guest lists, party invitations, gift orders etc) is accurate at all times and available in a timely manner. Furthermore they must ensure proper follow up on all lost luggage and loss/damage claims made by guests. To the maximum extent possible, become aware of each guest name as soon as possible during each cruise and support Guest Service Staff with queries from guests and takes control of issues with guests when escalate beyond their level of responsibility. They must assist Guest Service Manager with Guest Service Schedule and co host tables with him/her. They will learn about the organisation’s products and keep up to date with changes, accept additional duties as assigned by the Guest Service Manager and be responsible to familiarise themselves with the content of SMS 2008 ECP.