Receptionist

Job Description

Position Summary: As the first point of contact for guests, the Receptionist plays a vital role in delivering outstanding customer service and maintaining the cruise line’s reputation for hospitality excellence. The ideal candidate will greet and assist guests, provide information, handle complaints or special requests, and ensure a smooth flow of communication between guests and departments. Key Responsibilities: Greet guests with warmth, courtesy, and professionalism at the reception desk or over the phone. Handle guest check-ins and check-outs, ensuring all required documentation and procedures are followed. Provide accurate information regarding ship facilities, services, excursion options, events, dining schedules, and onboard policies. Respond promptly and effectively to guest inquiries, complaints, or special requests, resolving them or escalating to the Guest Services Manager as necessary. Coordinate with housekeeping, maintenance, food & beverage, and other departments to ensure guest satisfaction. Maintain the guest logbook, manage room keys/cards, and update reservation records as needed. Process payments, manage accounts, and maintain a record of onboard charges when required. Monitor lobby and reception areas, ensuring cleanliness, safety, and a welcoming environment. Uphold confidentiality, privacy policies, and professional ethics at all times. Maintain knowledge of emergency procedures and assist in crisis situations as directed. Qualifications: High school diploma or equivalent (Diploma/Certificate in Hospitality or Tourism is a plus) Previous experience in hospitality, hotel, or cruise reception preferred Excellent verbal and written communication in English (additional languages are an asset) Proficient with computer systems, booking software, and office equipment Strong interpersonal skills and customer service orientation Ability to multitask, work under pressure, and remain calm in high-stress environments Professional grooming and etiquette, with a friendly and positive attitude Working Conditions: Full-time position onboard a cruise ship; must be willing to live and work at sea for extended periods Rotational shifts including nights, weekends, and holidays Uniform provided; adherence to grooming and appearance standards is required

Responsibilities

• Perform all duties related to the Receptionist position
• Ensure compliance with safety and security protocols
• Provide exceptional service to guests and team members
• Participate in training and development programs
• Maintain a clean and organized work environment
• Collaborate effectively with other departments