Guest Service Manager (M/F) - Seagoing Position - German Speaker

Job Description To ensure that the highest level Guest Service is practiced at all times and that the Guest Service Team is working as per company procedures.
To always greet and treat passengers in a friendly and professional manner.
To supervise, coach, train and support the Guest Service team.
To ensure that passenger complaints are always treated in the most diplomatic way.
To follow up on previous complaints and ensure that the passenger´s problem has been solved to their satisfaction.
To have an extensive knowledge about all outlets and services onboard to give the best possible passenger experience.
To attend passenger events and receptions as required.
To ensure that guest satisfaction is always as high as possible.
To be present as much as possible at the Reception counter during the day.
To handle Guest service duties such as Check-In, Check-Out, Lost Items handling, cash handling and all kind of passenger requests in a professional manner.
To support all departments in regards to guest satisfaction and guest support.
To prepare the working schedule for the Guest Service team in cooperation with the Senior Receptionist.
To create side duty schedules for the Guest Service team.
To prepare orders of office materials for the Guest Service team on a regular basis.
To organize, plan and execute several passenger activities and events.
To promote all revenue outlets onboard to passengers.
To support passengers with special needs and who had an accident/ death and accompanying them to shore hospitals for support and translation.
To plan, organize and advertise the daily program onboard in cooperation with several departments.
To ensure that work stations are cleaned according to schedule, following the detail of USPH standards.
To submit work orders when deficiencies are noted or when maintenance is required and to follow up on the work orders in a timely manner.
Qualifications Minimum of three (3) years' experience in a hotel on land or two (2) years' experience on board a cruise ship in similar position required.
Must be fluent in written and spoken English as well as German .
Any additional foreign language is a plus.
Excellent interpersonal and public communication skills.
Must have good administrative skills (Microsoft Office) Knowledge in MXP / POS is a plus.
Basic accounting skills and excellent organizational skills required.
Must possess excellent leadership skills and the ability to interact with all levels of people.