前台接待员 Hospitality Operator

- 熟悉船上所有服务项目及各部门流程（如行李处理、失物招领等）。始终向客人提供准确及时的信息，并有效处理投诉，提供令人满意的解决方案。
- 能够同时处理多项任务，同时保证服务质量（例如叫醒服务、公共广播、外部电话、传真、互联网、电子邮件、船岸间的内部及卫星通话、客舱安全箱协助）。
- 协助完成分配给部门的登船和离船操作任务（个人身份证或护照及登船卡的收集、复印、分发、登船表格、超额预订、行李、转乘、港口代理、现金存款、客人付款结算）以确保符合公司标准。
- 为酒店团队处理部门优先事项提供大量支持（例如行李遗失处理、失物招领、舱位及子舱位列表、360°补偿指南）。
- 使用支持所有工作活动的软件（如微软办公软件、Ortalio 等）来加快并以有效的方式管理这些工作。
- 若部门经理有要求，可执行其他职责/任务。
- 创造一个有利于建立成功安全文化的良好工作环境。
负责确保其团队能够实施并维持有效的监督与管理。在团队/部门内执行并推广安全规程。
Description
-Knows deeply all the onboard services and
departmental procedures
(such as luggage handling, lost &
found). Always provides accurate and
timely information to Guests and
effectively manages complaints
providing satisfactory solutions
-Covers multiple tasks without compromising
delivery quality (such as
wake-up calls, public announcements,
external calls, fax, Internet, e-
mail, internal and satellite calls from
shore to ship, cabin safety boxes
assistance)
-Assists with embarkation and
disembarkation operational tasks
assigned to the department (personal ID or
passports and landing cards
collection, photocopying, distribution,
boarding forms, overbooking,
luggage, transfers, port agents, cash
deposit, settlement of guest’s
payments) to guarantee company standards
-Gives substantial support to the
Hospitality team in dealing with
department priorities (such as Lost Luggage
handling, Lost & Found,
Class & Sub-Class List, 360° Compensation Guidelines)
-Uses software necessary to support all
work activities (MS Office,
Ortalio, etc.) to speed and manage them in
an effective way
-Performs other duties / tasks if required
by Line Manager
-Facilitate a work environment that
supports a successful safety culture.
Is responsible for ensuring that his/her
team implements and
maintains an effective supervision and
management. Enforce and
promote Safety procedures in the
team/Department under
responsibility