Group Service Coordinator-Mandarin Language
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ABOUT NORWEGIAN CRUISE LINE
Norwegian Cruise Line is the innovator in cruise travel with a 50-year history of breaking the boundaries of traditional cruising, most notably with the introduction of Freestyle Cruising which revolutionized the industry by giving guests more freedom and flexibility to design their ideal cruise vacation. Norwegian operates a total of 14 purpose-built Freestyle Cruising ships, providing guests the opportunity to enjoy a relaxed, resort style cruise vacation on some of the newest and most contemporary ships at sea. Recently, the line was named “World’s Leading Large Ship Cruise Line" for the fourth consecutive year by the World Travel Awards. In the summer of 2017, we will launch our 15th ship, Norwegian Joy, sailing exclusively in China; https://www.ncl.com/norwegian-joy
Job Summary and Essential Job Functions:
The Group Service Coordinator is directly responsible for all group bookings and is to respond, schedule and coordinate these group bookings in an efficient and organized manner. Works closely with the Hotel Director and Guest Service Manager, as well as the relative department heads, to ensure that the group particulars are setup and provided, according to what is outlined in the group memos received from shore-side. This also includes special functions (cocktail parties, meetings, luncheons, VIPs, etc.). Supports the Guest Services team, including problem solving, especially in the GSM and/or GSAM’s absence and particularly at peak times such as disembarkation and embarkation. The Group Services Coordinator (GSC) is also the designated Access Officer and primary contact for disabled guest requests for accommodations under the Americans with Disabilities Act (ADA).
Must be able to plan, organize and provide quality service for group bookings for a large passenger vessel that can include from 500 up to 4,000 (full ship charter) clients.
- Must be able to efficiently organize and manage multiple bookings, group service meeting rooms and coordinate multiple functions with the appropriate staff.
- Ensures that special requests from group leaders are properly billed and that all necessary documentation is completed and submitted to the appropriate department heads.
- Attends and represents the ship at “Pre-Con” (preliminary) meetings with group leaders. Pending items or proposed changes to the group setup must be approved first by ship’s management and/or shore-side.
- Responsible for the manifest printing and distribution of all group memos and manifests, gift orders, amenities, and special requests sent each cruise by the Passenger Courtesy Department.
- Meets with the group leaders on an individual basis on embarkation day. A “Welcome Letter” to this affect is sent out to the group leaders prior to embarkation as a formal introduction to the Group Services Coordinator’s position and function (name, how and where to be contacted, there to assist them, etc.). Functions setup for the group that cruises are reviewed and confirmed with the group leader at this time. Any “fine-tuning” needed is acted upon accordingly.
- On embarkation day or as specified, coordinates the on board wedding packages as arranged, and is the point person to arrange Vow Renewal ceremonies.
- Ensures the group amenities and stateroom deliveries are expedited in coordination with the relative department heads.
- Acts as a liaison between the group leaders and department heads, i.e. if there are suggestions or concerns raised. Handles any complaints received from the group leaders (or groups themselves if there is no leader assigned). The appropriate follow-up is to be done and corrective actions taken as required.
- During the cruise, handles any special requests received from group leaders, taking into consideration what the request involves (additional costs, manning, time, location, etc.).
- Oversees the ‘Behind the Scenes’ tour, including but not limited to, issuing letters to guests and completing the Finance recap sheets.
As Access Officer:
- Provides a timely response to timely response to all reasonable guest requests pertaining to hearing impaired kits, service animals etc.
- On Embarkation Day, makes contact with all guests that have indicated during the booking process that they have special physical or emotional needs, and provides “welcome aboard” material to their impairment.
- Escalates requests that cannot be met to the appropriate shipboard manager and shore-side Manager of Customer Relations or Access Desk Manager.
- Performs other related duties as assigned or as directed. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.
- Two-year Associates degree or equivalent in Hotel Management and/or Group Catering from a recognized hotel institution.
- Advanced level English verbal and writing skills, including the proper use of English grammar.
- Intermediate to Advanced skills in typing and computer software skills (Microsoft Word, Excel, Fidelio Cruise, File Maker Pro).
- Intermediate verbal and writing skills in at least one other language such as Mandarin, German, Spanish, French or Italian is preferred.
- Basic knowledge of the Americans with Disabilities Act (ADA).
- Minimum two years’ experience in Hotel and/or catering establishments or Guest Services related positions on board ships.
- While performing the essential functions of this job, all team members are required to stand; walk long distances on the ship; use hands to touch, handle or feel; reach with hands and arms; talk, hear, taste and smell. All vessel positions require repetitive motion of bending, climbing, going up and down stairs and lifting more than 25 pounds. This job requires specific vision abilities to include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
- All team members must be physically able to participate in emergency life saving procedures and drills. All vessel positions require full use and range of arms and legs as well as full visual, verbal and hearing abilities to receive and give instructions in the event of an emergency including the lowering of lifeboats.
- Work within different temperature changes—indoors to outdoors.
- Able to pass basic safety course.
- This is a minimal description of duties. Other work requirements may be necessary and assigned as business or maritime law dictates.
If you’re interested to be considered for this position, please click the blue APPLY button at the top of the page to get started.
THE NORWEGIAN FAMILY OF BRANDS
Norwegian Cruise Line Holdings Ltd. is a diversified cruise operator of leading global cruise lines spanning market segments from contemporary to luxury under the brands Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises®.
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The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.