ROYAL CARIBBEAN INTERNATIONAL - www.royalcaribbean.com
Efficiently expedites the clearance of the ship through the preparation of necessary accurate customs and immigration reports. Ensures the collection of guest immigration information to prepare manifests for customs and immigration authorities in ports of call. As a key player within the Guest Services division provides the necessary support, lending assistance where needed, in addition to clearance responsibilities as and when deemed necessary by the Front Desk Manager.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Royal Caribbean International expects each shipboard management team member to relentlessly exemplify the principles of the Anchored in Excellence Credo to all team members. In addition, all duties and responsibilities are to be performed in accordance with Royal Caribbean International’s Gold Anchor Standards, SQM standards, USPH guidelines, environmental, and safety policies.
1. In accordance with Royal Caribbean International’s philosophy of Anchored in Excellence, each employee conducts oneself in a professional and courteous manner at all times. This applies to physical and verbal interactions with guests or fellow shipboard employees and/or in the presence of guest contact and crew areas.
2. Participates in the boarding process by reviewing immigration documentation such as passports and Alien Resident Cards (ARC) to determine validity of documents. Refers all unusual documentation to Front Desk Manager for final approval or denial.
3. As a member of the Guest Services team provides support to Guest Port Services on turnaround day for both departure and boarding. Assists the Guest Services Manager in ensuring that the guest first impression of service delivery is optimized and that our guests receive a welcoming and efficient boarding experience reflective at all times of our company brand standards.
4. Performs any duties as set forth by the Guest Services Manager such as working the Guest Services desk, liaising with guests, assisting with any established procedures within the Guest Services division and actively providing support as the business needs dictate.
5. Responsible for playing a key role in a team of empowered individuals who will strive to deliver focused and extraordinary customer service in accordance to Guest Services Vision and Mission Statement. Taking ownership and accountability for reacting to guest feedback and requests effectively and efficiently. Through maintaining a detailed knowledge of all guest ratings and comments assists in maintaining a culture throughout the Guest Services team for owning issues and resolving to the full. The Guest Administration Officer will ensure that at all times the Guest Services team is striving to achieve these goals and establishes a reputation for prompt and industry leading service.
6. Audits immigration information entered into computer system by Guest Port Services staff that may not have been captured during the boarding process. Collects missing information by contacting guests directly and updates records as required.
7. Directly responsible for submitting the Advance Passenger Information System (APIS) report, Notice of Arrival (NOA). Prepares Landed Goods Advice with appropriate disposition instruction following customs procedures.
8. Prior to sailing, prepares departure manifests, sailing letters and similar relevant information and forwards to appropriate immigration officials and shore side personnel. Ensures all documentation is prepared according to regulations, and accurately to avoid fines. Informs the Front Desk Manager of any discrepancies and takes immediate corrective action.
9. Prior to arrival, prepares arrival manifest and similar relevant information and forwards to appropriate immigration officials and shore side personnel. Ensures all documentation is prepared according to regulations, and accurately to avoid fines. Informs the Guest Services Manager of discrepancies and takes immediate corrective action.
10. Meets Port Agent, and Customs and Immigration officials at the gangway, at all ports
of call to deliver documentation to clear the ship to dock and allow both guests and crew ashore. Maintains a professional working relationship with Port Agent and Customs and Immigration officials and is present at the gangway prior to arrival and departure from each port of call playing a key role and searching for missing guests. Informs all relevant divisions of refreshment needs for local officials ahead of arrival in to ports of call.
11. Participates to train and guide the Guest Services team in areas of customs, immigration and boarding and departure procedures.
12. Prepares a variety of reports and letters utilizing personal computer system and equipment, professing an above average aptitude of computer literacy.
13. Maintains current working knowledge of customs and immigration regulations and procedures.
14. Maintains current working knowledge of customs and immigration regulations and procedures.
15. Must practice sound and prudent business sense and high professional ethics at all times. Maintains guests’ confidence and protects organization reputation by keeping guest and company information confidential.
16. Ensures the continuous updating of clear and concise handover notes to eliminate any possible miscommunication that compromises the efficiency of set processes.
17. Maintains safe, secure, and healthy environment by enforcing organizational standards, procedures, and legal regulations. Effectively monitors, overseas and makes improvements to workplace safety within the division and throughout the ship. Attends mandatory crew and guest safety drills as required, including meetings, training activities, courses and all other work-related activities.
18. 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.
Minimum hiring, language and physical requirements to perform the job.
· Minimum two years front of house managerial/operational experience in a hotel, cruise line or hospitality industry related field preferred.
· Ability to effectively deal with internal and external guests, some of whom will require high levels of discretion, patience, tact and diplomacy.
· Knowledge of principles and processes for providing exemplary customer and personal service including needs assessment, problem resolution and achievement of quality service standards.
· Ability to communicate diplomatically with managers, shipboard and shore-side employees to resolve problems and negotiate amicable resolution to challenging issues.
· Flexibility to manage, focus, direct and encourage a positive, dynamic, diverse guest services operation by navigating through a changing work environment. Should be able to utilize and administer the progressive disciplinary action process through coaching and counseling to improve performance where possible.
· Ability to work positively and cooperatively in a diverse team environment to meet overall established timeframes for the Guest Services division operation.
· Should harbor a flexible outlook towards placement throughout the fleet, considering changing fleet-wide operational business needs.
· Working knowledge of computers, internet access, and the ability to navigate within a variety of software packages such as Microsoft Office.
· Demonstrates a working knowledge to operate all office equipment.
· Completion of high school, basic or vocational education equivalency preferred.
· Working knowledge of US cash handling procedures and foreign exchange required.
Internal Candidate Requirements:
In addition to the stated hiring requirements, internal candidates are required to fulfill the following:
In addition to all of the above, a minimum of one contract completed within the shipboard operation.
· Required to speak English clearly and distinctly.
· Aptitude 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, German, Italian or Portuguese preferred but not essential.
Luxury cruise ships sailing around the World - combine work and travel, but be ready for hard work!
Work experience in International Company
Food, accommodation, and medical insurance expenses are covered by the company
CONTRACT LENGTH 5/6; SALARY $1620 PER MONTH (NON TIPPING POSITION)