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Department: Guest Services
Position reports to: Guest Services Manager
Number of stripes: 2.0
Contract Length: 5 months on – 6 weeks off
Position Summary:
Responsible for being a determined and focused performer in a team of empowered Guest Services professionals. Royal Genie provides a variety of personalized services and information to eligible top tier suite guests by performing the following essential duties and responsibilities according to the brand standards of service and style.
Competencies:
job skills/results
Business Acumen
- Responsible for meeting or exceeding “Star Class” Guest Satisfaction KPIs that are directly influenced by this role
- Services the top tier “Star Class” suite guests throughout the cruise. Ensures that all standard operating procedures are adhered to regarding the suite program
- Works closely with Housekeeping, F&B Division, Onboard Revenue, Entertainment, Shore Excursions, Future Cruise, Concierge and other divisions to plan and deliver outstanding service and respond to suite guest requests
- Royal Genie will ensure that assigned suites are prepared before embarkation with all the amenities and informational materials required including food and beverage menus, service menus, flowers, fruit baskets, requested beverages etc… and ensures items are replenished as needed throughout the voyage.
- Arranges food and beverage services, afternoon tea and savories, amenities and other services according to established standards
- Royal Genie will welcome guest at check-in to streamline and expedite the process, and have their bags delivered to the suite directly from the pier. He/she greets and introduces themselves to each “Star Class” suite guest during embarkation and personally escorts them to their suite in order to explain suite amenities and any other related services.
- Based upon guest’s wishes, Royal Genie can provide unpacking/packing assistance and storage for their luggage
- Maintains current knowledge of all ship’s regular events and special functions by reviewing all available data in order to provide guests with accurate and up-to-date information to answer questions and handle any special request
- Liaises with Shore Excursion Manager and M&R Manager on local port of call arrangements
- Coordinates the maintenance and/or repair of the suite with Executive Housekeeper or other shipboard departments as needed
- Oversees guest laundry service and offers wardrobe management services (unpacking & packing) shoeshine, personal wake-up calls, in-suite dinners and/or cocktail parties and oversees the serving of all food and beverage orders requested by guests
- Assists with business services, contacts airlines or hotels to change reservations, prints or faxes documents etc…
- Royal Genie will escort guests through the departure formalities swiftly with their luggage
- Ensures Gold Anchor standards, Safety, Environmental and other company policies and standards are consistently maintained
- Fully competent in delivery of traditional butler services
Drives Profitable Growth
- Provides pertinent information to guests in order to upsell In-Stateroom Catering, Shore Excursions, Spa appointments, Cabanas and other upgraded experiences.
- Maintains knowledge of the ship’s regular events, ports of call and special functions by reviewing all available sources to provide accurate information to answer questions. Makes reservations for various activities and services such as shore excursions, dining, wine, spa, flowers, etc. Follows-up to ensure services and amenities are delivered as specified
- Responsible for working with Housekeeping to order amenities and ensures that a sufficient inventory of “forget me not” items and other “Star Class” specific amenities is always available
- Works with the M&R Division to ensure maximization of revenue by providing information on Guest Preferences and to complete any guest requests related to M&R Division
Cultivates Customer First
- Competent in all brand standards and accountable for executing against them at all times; holds others accountable for delivering against the standards
- “Your wish is my command” is the service philosophy followed by Royal Genies. Royal Genie will make guest’s entertainment, shore excursion, private transportation and dinner reservations with best table location.
- The Royal Genie takes ownership and accountability for reacting to guest feedback and requests effectively and efficiently. Through maintaining knowledge of all suite guest ratings and comments, assists in maintaining a culture throughout the Guest Services team for owning issues and resolving to complete satisfaction
- Serves as the vessel’s key contact person for “Star Class” suite guest inquiries and service requests and always goes above and beyond to fulfill requests and escalates to Guest Services Manager when necessary for assistance to get requests approved
- Acts as a personal assistant for “Star Class” suite guests including errands and assistance off the ship on private destinations and other ports of call where necessary
- Ensures that both boarding and departure process for “Star Class” suite guests is easy and efficient
- Is the to go person for any issues for “Star Class” suite guests and is available outside the office hours if needed
Leadership skills
Leads with Passion, Drive and Energy
- Exhibits professional leadership presence, positive energy and passion in all situations
- Maintains a positive attitude at all times and accepts ownership for achieving results in all areas of accountability
- Works with the Concierge to ensure that all necessary shipboard employees are knowledgeable of the Royal Genie and Suite Program and that all new initiatives and changes pertaining to the program are communicated to all levels of the organization onboard in a timely manner
Cross Team Collaboration
- Fosters team unity and collaborates well
- Reviews the Suite guest report with the Concierge / Guest Services Manager prior to each voyage to gain as much insight as possible of guests sailing in “Star Class” suites eligible for Royal Genie Service
- Coordinates with Guest Services Manager to ensure other departments and their employees are trained and up to date on the Royal Genie program and it’s benefits
- Flags shortcomings and service failures to the respective manager or senior leadership level as needed.
Attracts and Develops Talent
- Sets expectations; provides honest, candid, ongoing feedback; takes appropriate action to improve performance
Acts with Integrity
- Is a role model for others and serves as a positive ambassador of Royal Caribbean Cruises
- Must practice sound and prudent business sense and high professional ethics at all times. Maintains guests’ confidence and protects organization’s reputation by keeping guest and company information confidential.
- Enhances department and company reputation by accepting ownership and accomplishing a diversity of requests while exploring opportunities to add value to job accomplishments
- Creates a climate of trust and mutual respect
- Elevates the Royal Genie program by being a role model in driving and displaying always positive “Can Do” attitude and always goes above and beyond to complete guest requests
Qualifications:
- Hospitality degree, certification or 3 years related experience (Concierge, Butler or Personal Assistant or high profile position)
- Must successfully complete British Butler Institute initial and recurrent training courses (provided by Royal Caribbean)
- Fluent written and verbal English
- Worldly and culturally competent
- Excellent understanding of social etiquette and formal service protocols
- Exceptional computer skills
- Problem solving and get it done attitude
- Proven exceptional customer service skills to interact with guests in a considerate, professional and positive manner and ability to utilize customer service skills by exercising authority and discretion to satisfy guests in a manner consistent with Royal Caribbean International’s brand standards
- Ability to communicate tactfully with guests, department heads and shipboard employees to resolve problems and negotiate resolutions
- Ability to work in a potentially stressful environment by either handling multiple tasks at a time or multiple guest requests at a time
Language Requirements:
- Excellent ability to speak English clearly, distinctly and cordially
- Excellent ability 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 and cordially present information and respond to questions from guests, supervisors and co-workers.
- In addition to English, fluency in following languages is preferred: Mandarin/Cantonese, Portuguese and Spanish
- All shipboard employees must be able to communicate in the English language 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
Physical Requirements:
- While performing the duties of this job, the shipboard employee is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
- Managing of stores for the Royal Genie program and receiving of special shipments are part of the duties
- All shipboard employees must be physically able to participate in emergency lifesaving procedures and drills. Full use and range of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats. The employee must have the ability to lift and/or move up to 50 pounds.
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