Manager of the guest services / help desk responsible for guest relations, accounts and service recovery.
Responsibilities
Lead the guest services / help-desk team and rosters
Resolve escalated guest issues and service recovery
Oversee guest accounts, cash handling and reporting
Coordinate embarkation / disembarkation and port information
Qualifications
STCW / Mandatory
STCW VI/1 Basic Training (PST, FPFF, EFA, PSSR)
STCW VI/6-1 Security Awareness Training
STCW V/2 Crowd Management (passenger ships – if designated on muster list to assist passengers)
Passenger-ship safety familiarization for personnel providing direct service to passengers (STCW V/2 / I/14)
STCW VI/2-1 PSCRB (if assigned to survival craft / rescue boat crew)
STCW V/2 Crisis Management & Human Behaviour (passenger ships)
Other / Company
Valid PEME / medical fitness certificate (STCW I/9; MLC 2006 Reg 1.2) and ship-specific familiarization (STCW I/14) before assuming duties
Hospitality / front-office management qualification
Property-management system training
Leadership / supervisory training