Position Description:
We are currently looking for experienced Room Service Telephone Operator interested in working for one of the Worlds Best Small Luxury Cruise Lines. The Room Service Telephone Operator Operates the room service telephone, logbooks and remote ordering systems to take room service orders in a timely and accurate manner by performing the following essential duties and responsibilities.
Essential Duties and Responsibilities
- In accordance with the Silversea Way philosophy of Anchored in Excellence, each employee always conducts oneself in a professional and courteous manner. This applies to physical and verbal interactions with guests or fellow shipboard employees and/or in the presence of guest contact and crew areas.
- Operates switchboard equipment to answer room service questions and takes room service orders. Provides guests with information and handles special requests. Organizes orders and relays these to service personnel to prepare them.
- Calls guests to ensure satisfaction with delivery and food quality. Tracks delivery times and guests’ comments.
- Responds to guest complaints in a considerate, professional and positive manner by showing concern and listening actively. Takes ownership of guest concerns, by following up and ensuring complaints are resolved to the guest’s satisfaction. Maintains Guest Resolution Log.
- Keeps In suite Captain informed of potential problems or issues.
- Maintains telecommunications area in an organized and orderly manner. Ensure equipment is operational by reporting and tracking maintenance issues.
- Attends meetings, training activities, courses and all other work-related activities as required.
- Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the shipboard employee occupying this position. Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management.
Knowledge and Skills
- Minimum two years’ experience in a customer contact position within the food, beverage, hotel or related industry.
- Ability to operate and answer a telephone switchboard console.
- Proven customer service skills to interact appropriately with guests in a considerate, professional and positive manner by showing concern and listening actively.
- Ability to communicate tactfully with guests, department heads and shipboard employees to resolve problems and negotiate resolutions.
- Ability to operate basic office equipment, including telephones, computers and copy machines.
- Completion of high school or basic education equivalency preferred.
Language requirements:
- Ability to speak English clearly, distinctly and cordially with guests.
- Ability to read and write English to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.
- Ability to speak additional languages such as Japanese, Mandarin, Spanish, French or German preferred
V. Group is the leading global maritime agency with a pool of 44,000 active seafarers and approximately 3,000 shore colleagues. We represent in excess of 300 global client businesses who have engaged our management services for around 1,000 vessels.
At V. Group, our ambition is straightforward - to drive the transformation of our industry and to be the leading global provider of marine crew supply/management services.
Our values comprise of ‘five C’s’: we Care, we Collaborate, we Challenge, we are Consistent, and we Commit and Deliver, these values are central to our business and remain embedded in to our service output.
We aim to be an industry leader, challenging the parameters of best practice and shaping the future of Marine Operations.
As a strictly compliant global leader in marine services, V. Group will not request any fees or compensation for our services from seafarers. Please be aware of any illegal recruitment services and crewing representatives attempting to act on our behalf.
