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Guest Service Coordinator

American Cruise Lines

This is a Contract position in New Roads, LA posted November 23, 2021.

Guest Service Coordinator

American Cruise Lines (ACL), the largest USA flagged cruise line in the United States, is looking to expand our shipboard team as we gear up for our 2022 season. ACL only operates within the USA. We have no more than 200 passenger vessels that create a one of a kind small ship experience. With newly constructed vessels being added to our fleet, we are now accepting applications for our shipboard management positions for our 2022 season! Training and onboarding for the 2022 season is anticipated to start in January.
American Cruise Lines is seeking a flexible and dynamic individual to join our shipboard team as a Guest Service Coordinator (GSC). The GSC has high visibility and is an important liaison to identify, receive, and resolve guest issues and opportunities with follow-through, precision, and determination to add “value” at every service opportunity. The GSC will assume a lead role in welcoming, executing service requests, and strengthening relationships with Eagle Society members, VIPs, passengers in service recovery, and passengers in general. The position will be maintain office hours to foster rebooking confirmations and support the Hotel Manager in all ship’s office functions (i.e. home office communication, Paycor, etc.). The ideal candidate will exude a natural service passion, solve problems as they arise, and seek to be in the presence of guests at every opportunity.
The Guest Service Coordinator reports to the Hotel General Manager.
Responsibilities – Receptionist / Office Assistant (33%):
  • Greet guests; answer office phone; and be the first point of contact for guest requests throughout the day.
  • Assume lead role in organizing and distributing communication to/from Home Office, including but not limited to: Home Office shipments, Passenger information (Manifests, Transfer requests, Weekly bills, etc.); Crew movement (Crew arrivals, Uniform receipt, etc.); and other duties as assigned.
  • Monitor employee timecards throughout the week to ensure the punches are accurate.
  • Answer office phone for passenger requests, including Room Service.
  • Maintain office supply inventory and coordinate replenishment.
Responsibilities – Guest Service Agent (33%)
  • Personally welcome all Eagle Society, VIP, and special guests upon embarkation and throughout the cruise. Resolve problems and achieve enhanced service “value” at every opportunity.
  • Dispatch service requests and follow-up with passengers to ensure timely completion.
  • Be visible in Cocktail Hour and all Dining Room meals to foster guest relationships.
  • Ensure all guest preference items are delivered based on the passenger manifest.
  • Track daily service glitches to ensure guests are receiving priority service throughout the remainder of their cruise.
  • Coordinate recovery notes and amenities, as needed.
  • Facilitate purchase of guest items needed off the ship and sourcing, as appropriate.
Responsibilities – Sales and Rebooking Agent (34%)
  • Assume lead role in drafting weekly Rebooking Action Plan with Hotel Manager.
  • Process “tentative” and “confirmed” reservations with the Home Office timely.
  • Print all reservation paperwork and ensure it is given to the passengers efficiently.
  • Coordinate the timing and food / beverage items for the American Experience reception and all follow-up receptions.
  • Ensure the adequate inventory of all American Experience promotional items, tent cards, etc. and placement in public spaces.
  • Must be fully vaccinated for COVID-19
  • 2 years or more hospitality / restaurant related experience
  • Bachelor’s Degree Required
  • Strong organizational skills and polished oral and written communication skills (English)
  • US Coast Guard regulated pre-employment drug test
  • TWIC card will need to be procured and paid for by ACL
Key Attributes for Success:
  • Exceptional customer service skills and team oriented demeanor.
  • Sense of urgency in all passenger, crew, and home office requests.
  • Highly organized, precise, and can work independently.
  • Strong communication skills.
  • Ability to multitask and meet changing deadlines.
  • Maintains confidentiality
  • Working knowledge of email, scheduling, spreadsheets and presentation software
Work Schedule:
  • 7 Days per week while onboard the ship
  • 6 to 8 weeks working and living onboard the ship
  • 1 to 2 weeks shore leave vacation
  • Accommodations and meals are provided onboard
  • Roundtrip transportation is provided to the ship from a major airport near manager’s home