Asst Purser - CSSI

Key Responsibilities

• Supervise Guest Services Officers, ensuring they understand and adhere to all Hotel Policies & Procedures, financial controls, and service standards.
• Provide ongoing coaching and support to help team members effectively use hotel systems and tools.
• Ensure Guest Services Officers demonstrate commitment to the CRUISE program and Core Values in every interaction.
• Assist the Guest Services Manager in scheduling staff to optimize coverage and maintain service standards.
• Ensure guest complaints and hotel defects are documented accurately and escalated appropriately.
• Support the resolution of lost luggage reports and ensure timely updates are provided to affected guests.
• Promote ownership of guest issues among team members, ensuring follow-up and resolution are clearly communicated.
• Assist in delivering service and product knowledge training to Guest Services Officers.
• Help develop routines that provide team members with experience across various service roles.
• Maintain current knowledge of public health standards and assist in coordinating onboard responses to outbreak situations.Ensure Guest Services Officers maintain accurate floats and settle shipboard accounts correctly, in line with company procedures.
• Monitor compliance with financial controls and support the resolution of discrepancies.
• Work closely with port officials to provide suitable working areas and ensure accurate handover of guest documentation.
• Prepare, process, and transmit APIS and Landing Order files to CBP, U.S. Coast Guard, and other authorities in compliance with MSPM and HESS-MS policies.
• Advise onboard and shore-side teams on guest and crew counts prior to sailing, including international guest details requiring translated materials.
• Ensure data integrity and confidentiality of Personally Identifiable Information (PII) at all times.
• Accurately prepare and deliver the non-revenue list, Fleet Cabin utilization report, and coordinate disembarkation logistics.
• Liaise with department managers and the Crew Manager to ensure non-revenue guests meet Customs and Immigration requirements.
• Coordinate transfers with Port Agents and ensure proper documentation for guests breaking voyage or joining at Wayports.