PCL - Sr Asst Purser (Japanese Speaking)Department: Guest Svc Employment Type: Fixed Term Contract Location: Global Description By applying to this position, your application will be submitted to Princess Cruises' internal Talent Acquisition team. A professional recruiter will contact you shortly if your qualifications align with our hiring requirements. As the world's leading cruise line, we understand that our guests have high expectations of us, and we have high expectations of our team members. We appreciate your patience as we carefully review each candidate. Set a course for adventure with Princess Cruises! The employer of choice in the cruise industry, our fleet of Love Boats offer exceptional facilities and extensive professional development and recreational programs for our valued teammates who hail from more than 60 countries around the globe. An iconic brand beloved by millions, we love people who love what they do and work together to help our guests create a lifetime of wonderful memories while providing friendly, attentive and authentic service like only Princess can. As a member of the Princess Family, you'll enjoy a truly adventurous career with excellent incentives, unlimited opportunities for growth, and ports of call that will leave you breathless. Key Responsibilities
- Consistently support the Guest Services teams with daily operational inquiries from Japanese-speaking passengers.
- Provides a positive first impression to every passenger and staff member through a warm, welcoming greeting.
- Consistently maintains high visibility during published desk hours, socializing with passengers, answering general inquiries, and providing support to all passengers, with a particular focus on Japanese-speaking passengers.
- Ensures Guest Services Officers and the Guest Services Supervisor maintain thorough and up-to-date product knowledge by providing ongoing training.
- Takes ownership of any guest issue brought to his or her attention; documents, resolves, and follows up in accordance with Hotel Policies and procedures.
- Promptly and meaningfully addresses and acts upon all passenger inquiries regarding onboard amenities and services, with a focus on Japanese-speaking passengers.
- Ensures all complaints from non-English-speaking passengers are listened to with empathy and understood, showing genuine interest at all times.
- Ensures the Guest Services Supervisor and Guest Services Officers take ownership of each complaint they have recorded, follow up with the guest in question, include specific details of the resolution when updating the Guest in Focus file, and keep all relevant parties informed at all times.
- Always provides the Guest Services teams with information, translated documents, and other tools to assist Japanese-speaking passengers.
- Conscientiously manages the ship's cash account, payment of guest folios, and all receipt and payment vouchers.
- Responsibly maintains a cash-float and ensures it is accurately balanced daily. Promptly and correctly prepares bank deposits, prepares and receives cash orders, processes pay-ins and payouts to and from all departments and audits for accuracy.
- Observes each crewmember's performance using his or her role description as a guide and delivers prompt and appropriate correction, improvement, or reinforcement. Coaches and develops skilled, engaged team members to for career growth. Identifies top performers and mentors them for career advancement or promotion.
Skills, Knowledge & Expertise
- At least 2 years experience as Front Desk Manager from 4 or 5 stars hotels/resorts or cruise ships (Cruise Industry experience is strongly preferred).
- Graduate of a recognized hotel or business school (preferred).
- Proficiency in the use of computer-based programs (M/S Office, Outlook, various Web Browsers, Front Desk Programs).
- Excellent command of the English language, both verbal and written.
- Good Command of the Japanese language, both verbal and written.
Personal Characteristics:
- Understanding of the foundation of guest service; ability and willingness to deliver outstanding service to our guests and crew.
- Organized, detailed, and accurate with proven managerial skills to lead a department.
- Motivation to excel in all aspects of job duties and responsibilities.
- Personable communicator with outstanding social skills and a warm, friendly, and caring personality.
- Commitment to creatively and conscientiously resolve guest issues, display and deliver genuine care to our guests and crew, and continuously surprise and delight guests.
- Willingness to embrace all Company values and the Service Credo and lead by example.
- Commitment to establish and maintain courteous and professional working relationships in a diverse cultural environment.
Benefits Princess Cruises offers many benefits. This position is afforded comfortable, Single cabin accommodations, meals, exceptional amenities, and extensive learning and recreational programs available to all our teammates. Regardless of the rank or role, we are all one Princess team. Princess Cruises is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.