Destination Staff

POSITION SUMMARY / ESSENTIAL FUNCTIONS

Guest Experience

• Meets and exceeds guest expectations and ensures complete guest satisfaction
• Provides guests with port and tour information
• Distributes tour tickets and escorts tours
• Socializes with guests when time permitting
• Demonstrates genuine concern for guests’ well-being at all times
• Proactive approach to problem solving

Operational and Administrative

• Assists Destination Service Manager with all administrative aspects of the tour office
• Assists with the maintenance of an updated and accurate filing system for reference
• Responsible for sale of tours and private arrangements
• Responsible for dispatch of tour buses and private cars
• Assigns tour escorts
• Coordinates other requirements for tours (water, lunch boxes etc.)
• Makes port descriptions, booking forms
• Responsible for organization of guest debarkation briefings
• Distributes internal tour information
• Performs all other duties as requested by supervisor or as listed in SOP Manual – Front Office

Finance

• Onboard sales of tours

Training and Development

• Assists Destination Services Manager with the induction of new destinations staff
• Completes, participates and promotes the Signature Service Training Program
• Incorporates Signature Service standards of behavior in daily work in the areas of:
o Creating memories and positive experiences for guests
o Presenting yourself professionally
o Anticipating guest needs
o Completing guests requests and needs
o Handling guest challenges
o Improving the guest experience

Social

• Maintains positive relationships with colleagues
• Respects the privacy and rights of colleagues
• Promotes cooperation and teamwork

Safety

• Monitor the practical application of the Company's policy, procedures and instructions.
• Immediately report to the Master any instances where the vessel is unable or fails to Comply with any Company’s policy, procedure, instruction, and any safety, environmental, or security requirement.
• Participate in crew and passenger safety drills according to instructions from ship’s command
• Complies with company safety and pollution prevention regulations

QUALIFICATIONS / REQUIREMENTS

• Systems required - MS Office Suite (Word, Excel, PowerPoint), Fidelio or Otalio
• Previous experience in travel industry either as Destinations Assistant / Shore Ex on cruise ship or tour escort required

*** SHIP EXPERIENCE REQUIRED ***

EDUCATION

• High School Diploma or foreign equivalent is required

ATTRIBUTES
• Excellent administrative skills, well organised and perform well under pressure
• Strong leadership skills and practice "leadership by example”
• Ability to work in an international environment
• Maintain the highest standards of Customer Service/Guest Relations
• Dependable and reliable, good time management skills
• Passionate about hospitality and customer service driven
• Must have a professional appearance and good hygiene
• Respect for all co-workers and guests, excellent social skills
• Able to work 7 days a week on-board for minimum 6 months
• Demonstrate positive behaviours; smiling, being polite and courteous
• Able to develop a camaraderie with team members
• Ability to live in close quarters, share limited space with other cabin-mates