POSITION: Onshore Services Officer

DEPARTMENT: Cruise

REPORT TO: Onshore Supervisor

Key Outputs

The Onshore officer’s role is to ensure that the experience of every guest arriving in the island via sea or arriving to join a vessel by sea is at its optimum.

Main Duties/Tasks

• To coordinate and execute the offerings at ports to include entertainment, tastings, activities that will enhance the experience of all guests
• To ensure that SMTE’s to include entertainers, craft vendors, contract carriage operators, product providers can gain economic benefit from cruise passengers
• Ensure effective relationships with local operators, keeping them up to date with any relevant information regarding cruise related activities
• Respond and report immediately, positively, and calmly to changing customer requirements and needs
• Monitor Happy or Not responses and try to resolve any issues immediately
• Manage all passenger concerns in a professional customer focussed manner
• Ensure activities and services provided correspond with the guest profile for each cruise and proactively
• Coordinate with Cruise lines on shore-ex agents re destination activities
• Coordinate with Cruise crew re their activities
• Oversee planned activities to ensure recognition of Ambassadors
• Ensure orders/requisitions for the purchase of goods and submit to the Onshore supervisor on a timely basis
• Ensure records for performers attendance and officers’ attendance current and sent to supervisor
• From time to time administer the collection of surveys
• Any other reasonable duties as assigned
• Advise supervisor of any adverse activities that need immediate assistance or deemed a challenge to the destination

Key Competencies

• Strive to deliver exceptional service to customers with the view of continual improvement
• Always attentive to passenger’s needs, work to provide an anticipative service
• Able to build strong relationships with both passengers and ship crew
• Excellent critical thinking skills
• Organized, structured, and focused on approach to work
• Analytical person
• Adaptable and flexible in the face of change or unanticipated events, able to prioritise workloads
• Always communicates assertively

Minimum Education and experience

• High school graduate/ Certification in Tourism
• Knowledge and use of Microsoft software (Word, Excel, PowerPoint) is a must