Provide all Guests with a premium level of service in person and over the telephone by ensuring that all requests are courteously, promptly, efficiently handled in accordance with Company policies and ensure that follow up is consistent and without delay. When situations require, provide Guests with answers, alternatives and solutions to issues presented.

Key Responsibilities

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Respond to all Guest requests, concerns and issues in a timely and professional manner.

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Provide a premium Guest service by handling all communications, verbal or written, in accordance with the set standards and in coordination with the Front Desk Supervisor.

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Log and maintain accurate records of all Guest inquiries, concerns and requests using systems provided and in accordance with set procedures. Promptly report to the Front Desk Supervisor situations that require the attention of the Front Desk Manager or Guest Services Manager.

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When assigned, perform all tasks related to the phone duty in a courteous, productive and organized fashion. This includes, but is not limited to,



answering the general enquiries line, handling In-Room Dining calls and orders, answer and handle dining reservations calls and fulfill the responsibilities of a telephone concierge to designated signature suite guests.

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When assigned, perform all tasks related to the night duty, including but not limited to handling calls to the emergency line and completing administrative tasks as per schedule and handovers.

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Handle cash transactions required by Guests including and not limited to traveler checks, stamps, foreign exchange, gratuity adjustments and settlement of shipboard accounts in accordance with the company’s established accounting policies and procedures.

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Maintain accurate work order files for easy reference and as per company standard.

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Make use of the library of reference materials associated with the function to assist in answering Guest inquiries accurately and in a timely manner and provide

📌 HAL - Guest Services Associate - CSSI (Mumbai)
🏢 Holland America Line & Seabourn
📍 Mumbai