Guest Services Associate – CTI

About the role

The Guest Services Associate provides premium, in‑person and telephone support to all guests, ensuring every request is handled courteously, promptly and efficiently. The role operates on board the HAL vessel, supporting front‑desk operations, phone duties, night duty and cash transactions.

Key responsibilities

• Respond to guest requests, concerns and issues in a timely, professional manner.
• Maintain premium service standards for all verbal and written communications, coordinating with the Front Desk Supervisor.
• Log and track guest inquiries using company systems and report escalations to the Front Desk Manager or Guest Services Manager.
• Handle phone duties, including general enquiries, In‑Room Dining orders, reservation calls and concierge services for signature‑suite guests.
• Perform night‑duty tasks such as emergency line monitoring and administrative handovers.
• Process cash transactions, traveler checks, foreign exchange, gratuity adjustments and shipboard account settlements in line with accounting policies.
• Maintain accurate work‑order files and reference materials, suggesting updates when needed.
• Promote the Mariner Loyalty Program, Navigator App and other revenue‑generating services.
• Uphold privacy, health and safety policies and maintain respectful relationships across departments.

Required profile

• Strong customer‑service orientation with the ability to handle multiple guest interactions simultaneously.
• Excellent communication skills, both verbal and written.
• Attention to detail for accurate record‑keeping and cash handling.
• Ability to work night shifts and respond to emergency situations.
• Knowledge of hospitality policies, privacy regulations and health & safety standards.

Required skills