PCL - Asst Purser (Japanese Speaking) - CS

Department: Guest Svc

Employment Type: Fixed Term Contract

Location: Japan - CS

Reporting To: Snr Assistant Purser

Description

Key Responsibilities

• Ensures Guest Services Officers demonstrate a commitment to excellent guest service standards during each interaction and always meet Hotel Policies & Procedures requirements.
• Assists the Guest Services Manager and Guest Services Director in ensuring that all Guest Services Officers thoroughly guest service and product knowledge training provided, and receive updated training regularly.
• Provides excellent daily service to Elite and Suite guests by working at the designated station at the Guest Services Desk; always willingly assists all other guests as required. 
• Provides a positive first impression to every guest through a warm, welcoming greeting; always maintains a spotless and professional appearance. 
• Nurtures a memorable connection with every guest by remaining fully engaged through completion of service, leaving a positive last impression.
• Observes guests to identify their preferences and adjusts service accordingly, anticipating guests’ needs during each guest interaction. 
• Ensures all Guest Services Officers understand and demonstrate their commitment to the ideals of the CRUISE program and Core Values.
• Understands and supports the onboard CRUISE program at all times. Productively participates in All Hands meetings and offers ideas to improve the onboard product and services. 
• Ensures that all guest complaints are listened to and understood with empathy, showing genuine interest at all times. Ensures responses are appropriate and in line with the Hotel Policies & Procedures.
• Ensures all guest complaints and Hotel defects are accurately documented per Hotel Policies & Procedures. Constantly analyzes the Guest in Focus report and escalates issues to the appropriate parties without delay.
• Ensures Guest Services Officers take ownership of each complaint or defect report they have recorded, follow up with the guest in question, include specific details of the resolution when updating the guest in Focus file, and keep the Guest Services Manager and Guest Services Director informed at all times.
• Calmly and with empathy attends to any situation that requires escalation; addresses concerns as appropriate.
• Always immediately escalates Elite and Suite guest concerns to the Guest Services Director so that follow-up action may be taken per Hotel Policies & Procedures. 
• Ensures Guest Services Officers promptly use the "glitch" program when appropriate. 
• Helps to swiftly and satisfactorily resolve all guest relations issues affecting guests’ cruise experience while the guests are still on board. 
• Knows team’s role descriptions, delivers them to all team members (new joiners, returning crew, and promoted crew), and communicates clear expectations based on each role description. 
• Promptly assist in completing performance appraisals that are fair, objective, and accurate measurements based on observed behavior.
• Observes each crewmember’s performance using his or her role description as a guide and delivers prompt and appropriate correction, improvement, or reinforcement. Coaches and develops skilled, engaged team members for career advancement.
• Identifies top performers and mentors them for career advancement or promotion.
• Actively participates in weekly department training sessions per Hotel Policies & Procedures as well as regular staff meetings to communicate policies, discuss problems, and coordinate solutions.
• Thoughtfully recommends appropriate Guest Services Officers to attend up-to-date product and service training through instructorled and computer-based courses.
• Conscientiously assists the Guest Services Manager in developing routines to ensure staff gain experience in a variety of positions; willingly provides assistance as requested for embarkation, disembarkation, etc.
• Compassionately supports, guides, and motivates all Guest Services Officers; carefully assists with Performance Improvement Plans when necessary. 
• Consistently helps the Guest Services Officers understand how best to use hotel systems and other available tools; regularly enhances their knowledge of the product. Ensures staff understands and adheres to all Hotel Policies & Procedures at all times.
• Assists the Guest Services Manager in scheduling Guest Services Officers to optimize the use of resources and ensure guest service standards are maintained without fail. 
• . Fairly monitors the performance of all Guest Services Officers, keeping in mind any related Key Performance Indicators. 
• Ensures all Guest Services Officers fully understand all Company financial controls and procedures relevant to their position. 
• Ensures pertinent information is handed over before each shift begins and updated are noted throughout the duty period; ensures all outstanding issues are promptly handed over to colleagues as appropriate.
• Assists the Guest Services Manager and Guest Services Director to resolve lost-luggage reports without delay; assists the Guest Services Manager in providing the guest with regular updates while always adhering to Hotel Policies & Procedures 
• Responsibly handles financial transactions and ensures their cashfloat is accurately balanced daily. Promptly and correctly prepares the pay-in of funds to the Guest Services Manager as required.
• Ensures all Guest Services Officers thoroughly comprehend and adhere to all Hotel Policies & Procedures at all times.
• Regularly ensures the Guest Services Officers maintain an accurate float and correctly settle shipboard accounts by accepting payments made by credit card, travelers check, or cash per Hotel Policies & Procedures.
• Ensures all Guest Services Officers can access guest shipboard accounts to willingly provide copies of folios upon request and offer clarification of charges when required. 1. Assists the Guest Services Director in ensuring the department's compliance with Hotel Policies & Procedures, Fleet Regulations, and other internal, external, and governmental regulations.
• Maintains current, accurate knowledge of public health standards. Assists the Guest Services Manager in promptly helping coordinate onboard resources and the response in case NoV, H1N1, or other outbreak situations necessitate increased sanitation levels.
• Promptly performs General Emergency Procedure’s duties as directed in the ERP. 4. Ensures that all Guest Services Officers thoroughly understand and immediately follow all Hotel Policies & Procedures and all Environmental Policies (HESS-MS) relating to 911 calls and ADA alarms

Skills, Knowledge & Expertise

• Graduate of a recognized hotel or business school OR 2-year experience as Front Desk Supervisor or Assistant Manager.
• Supervisory experience is preferred
• Proficiency in the use of computer-based programs
• Excellent command of the English and Japanese languages, both verbal and written.
• Command of the Japanese language, both verbal and written.
• Fantastic attitude and a natural love and ability for dealing with complex issues in a guest-facing environment.

Benefits