Carnival UK Job Description Reception Manager

Transcription

1 Carnival UK Job Description Reception Manager The contents of this job description must be used in association with the KSB for this role. The job description summarises the key responsibilities for the role (Technical, Business and People) and the KSB provides the detail for the Knowledge, Skills and Behaviours required to carry out the role competently. This job description gives an overview of the role and as such you will be required to undertake any other duties as requested. You may also need to refer to company regulations which will also form an additional part of your job description. Reporting to: Customer Services Manager Leadership Responsibility: Reception staff Titles of Direct Reports: - Receptionists - Night Receptionist - Concierge (where applicable) Size of Department: up to 30 Department: Hotel Operations & Retail Location: Fleet based across CUK vessels Budget Responsibility: Assist in managing department costs within Company guidelines Revenue Responsibility: Ensure a cost effective and efficient Front of House operation Standard Role Summary: Lead and support the team to provide exceptional customer service to passengers. Effectively manage passenger enquiries, issues or complaints ensuring a successful resolution is achieved. Primary Responsibility of the Role: Ensure the smooth flow of passengers to the reception desk on a daily basis. Provide a visible presence to passengers and oversee the effective resolution of issues and complaints, ensuring all passenger concerns are dealt with in a professional and customer focused manner. Ensure the Reception area is well presented and that all forms and information leaflets held are up to date and relevant to the current passengers and/or cruise. Maintain sufficient stationery stock levels whilst bearing in mind the associated costs. Liaise closely with the team to ensure the level of customer service delivered by the reception desk team meets company standards. Ensure that all processes connected with passenger services i.e. lost & found recording, accident reporting, credit enquiries and damaged Items etc. are effectively followed, dealing with any non-compliance. Liaise with the Night Duty Manager on outstanding issues on a daily basis, ensuring an effective handover is achieved. Ensure follow up of passenger issues / feedback in coordination with other departments and document and file accordingly. Support the reception desk with their float management and conduct ad hoc float audits as per finance guidelines. Effectively schedule and manage own area, ensure adequate resourcing of team, complete appraisals identifying development opportunities and provide guidance, motivation and direction as required. Ensure front of house team is fully versed in the handling and logging of emergency calls. Collect and process completed Customer Service Questionnaires (CSQ s) at the end of each voyage and generate associated reports for distribution to the relevant parties. Support the organisation and movement of passengers on tour and assist with full immigration inspections when / if required. Responsible for events coordinator activities on ships without the Events Manager role. Attend corporate sponsored social events as required. Page 1

2 Key Responsibilities & Duties: Core Knowledge & Skills Experience / Qualifications Certificates Summary of Requirements Recognised hotel qualification i.e. HND in Hotel or Hospitality Management is desirable Previous experience of managing a team in a customer facing role preferably within a hotel, hospitality or cruise ship environment Experience of working in a busy 4 / 5 star hotel or resort complex Excellent computer skills, proficient in the use of MS office software and PMS Excellent planning and organisation skills Excellent administration skills Good command of written and spoken English Valid ENG1 medical certificate or equivalent for the duration of each voyage HESS (Health, Environment, Safety & Security) Health and Safety Public Health Environment Emergency Duties Safeguarding Security Lead by example by taking care of the health and safety of self and others Report all accidents, near miss incidents and work related ill health conditions to manager / supervisor / team leader and to the safety department Follow safety rules and procedures Use work equipment, personal protective equipment, substances, and safety devices correctly Take part in safety training & risk assessments and suggest ways of reducing risks Carry out duties in a safe manner in accordance with corporate policies and procedures Demonstrate at all times excellent hand washing techniques and coughs and sneezes etiquette Follow the company instructions regarding immediate reporting of ill health symptoms (i.e.) diarrhoea, vomiting, fever, and any other symptoms as appropriate Ensure the team are aware of their Environmental Responsibilities Implement the principles of the onboard Garbage Management Plan and Ship Energy Efficiency Management Plan for area Complete all environmental records accurately Understand the emergency duties and routines onboard ship Take an active part in the ship s team response to an incident Ensure familiar with ship s emergency alarms and routines Ensure familiar in the use of all fire fighting appliances located within area of responsibility Ensure familiar in the use of the ship s life saving appliances and equipment including lifeboats and liferafts Participate fully in all relevant drills and training Know how to raise the alarm when necessary Able to identify escape routes and emergency exits Understand the function and operation of fire screen / splash tight and watertight doors During an incident work within the passenger mustering organisation or as a member of the command party with administration duties as directed Carry out passenger clearance from public areas ensuring all passengers have responded correctly and the area is clear Undertake other emergency duties / routines within the ERP as directed Undertake any other emergency duties required that are specific to vessel Follow all emergency procedures as directed Aware of CUK safeguarding children policies and procedures Report any concerns of a safeguarding nature to the Designated Safeguarding Person (DSP) Apply the correct security measures for own department / area Page 2

3 Technical Customer Service Immigration and Port Procedures Cash Handling & Accounting Tours & Ports Quality Standards Business Lead and direct the team in applying security measures and actively promote understanding of security issues Encourage security awareness within the team Adapt quickly and remain calm when passenger requirements or demands change, ensuring a quick resolution is achieved Identify opportunities to do extra for passengers, independently, or in collaboration with colleagues Make and suggest adjustments to the service in response to passenger feedback and understanding of the passenger profile for the cruise Understand the documents required for port procedures and immigration, how to complete them and present them Complete pre-embarkation checklists Ensure gangways are kept clear and manned at all times on port days Maintain and manage all accounts for cash etc, balancing and monitoring for discrepancies Undertake and oversee all relevant shipboard accounting procedures in relation to the Front of House operation Ensure the revenue and cost control systems are efficiently run by the team in accordance with Company accounting procedures Respond to passenger s questions, describing the main attractions of the port to be visited and the logistics of getting around the port Describe shore excursions and tours available to help passengers make choices Ensure the smooth mustering and despatch of tour passengers on port days Train the team in the quality standards agreed for own area and monitor their performance in achieving those standards In conjunction with the Customer Services Manager, agree and implement short term tactical changes to the quality standards ensuring that company standards are met Audit & Compliance IT Systems Revenue Generation People / Management Complete full and accurate records to ensure compliance for both internal and external audits Act on any audit findings, implementing agreed action plans Proficient in the use of most MS Office Software and other Company IT equipment and software Use specialist knowledge to help inform passengers on products and positively influence revenue generation Understand passenger requirements and adjust approach accordingly Planning & Prioritisation Advising & Influencing Dealing with Challenging People Plan work schedules for the team, conducting meetings with to discuss the days priorities and requirements Prioritise tasks and projects for the team, ensuring efficient delivery and in line with the ship's priorities and itinerary Assist with the welcome and goodbye of passengers, ensure adequate staff numbers provided on relevant days Provide advice to support relevant situations and decisions Present information in the most appropriate format to enable decisions to be made Establish and develop strong relationships across departments Assess challenging situations and make appropriate decisions on when and how to resolve them Confidently and professionally diffuse emotionally charged situations Effectively manage passenger complaints ensuring an effective resolution is achieved prior to the passenger disembarking Page 3

4 Providing Performance Feedback Quality Assurance Resource Management & Delegation Coaching & Mentoring Provide prompt feedback in the most effective manner to ensure that the advice is accepted and understood Ensure feedback is both positive and constructive Ensure the team adhere to all company policies and procedures Observe, review and assess all aspects of the quality of service being provided within the team against the agreed quality standards Take action when any element of the service or work being carried out is not up to standard Oversee and review embarkation and disembarkation arrangements for turnaround days Ensure that all gangways are clear and manned at all times on port days by hotel and entertainment staff Understand the skills and competencies of the staff and deploy them effectively Plan for absences Delegate tasks with clear instructions, expectations and necessary responsibility Hold effective developmental discussions with team members in order to improve delivery of service and the operation Act as a coach or mentor for team members, wider line management and subject specialist situations Identify team training and development needs and support delivery of the training CUK Behaviours (Refer to the skills profile for detailed CUK Behaviours) Officer / Supervisor Style Thinking Ahead / Making Change Happen Working with Others Communicating Effectively Customer Centred Acting Safely Thinks about their style and approach and how this impacts the team Works as part of the team to achieve agreed goals Supports and encourages others, helping to build a positive and open culture Thinks ahead when working with a team and helps others to change Identifies problems and actively works to generate solutions Works collaboratively, supporting and encouraging others to achieve objectives Actively works to improve own knowledge and experience and is approachable to others Respects colleagues and passengers and gives constructive and helpful feedback Proactive and positive in their communications with Officers, crew and passengers Understands how their role can impact the passenger experience and works with the wider team to provide a customer focused service Deals with feedback positively and strives to deliver a consistently high service Takes responsibility for health and safety of self and others and always considers safety in their everyday tasks and activities Person Specification Strives to deliver an exceptional service to customers and continually looks to improve Ability to lead a team Good administration skills High attention to detail, ensures all tasks are completed to the highest standard Ability to work under pressure and to deadlines Good computer skills Ability to build strong relationships with passengers and the wider team Works well with a wide variety of people, regardless of status, background or gender Organised, structured and focused in their approach to work Adaptable and flexible in the face of change or unanticipated events Communicates assertively and honestly at all times Confident in social situations and comfortable making conversation with passengers and crew Loyal to the Carnival UK brand and compliant with company policies and procedures Page 4

5 Version no for Job Description Issued By Date of Issue 1.1 Morgan Edwards 01 September 2014 Page 5