Carnival Culture and Values

Carnival Cruise Line is the most popular cruise brand in North America and operates a fleet of ships designed to foster exceptionally safe, fun, and memorable vacation experiences at an outstanding value. Our company is committed to providing a diverse and inclusive work environment. Our focus is on continuous improvement and collaboration. Our employees have a responsibility to be accountable for all actions. We consider the environment in all aspects of our business and have a responsibility to put safety and sustainability first. We live and share a positive attitude that is based on fostering an environment of inclusion, trust, a willingness to listen, openness, and integrity. Doing this helps us to achieve our ultimate goal, which is to include FUN in everything we do!

Position Overview

Set sail on a new career with Carnival, and help us bring the FUN to life aboard one of our fantastic vessels! We’re looking for dedicated individuals to join us as a Guest Services Associate! 

A career with our Guest Services department can be one of the most rewarding. If you enjoy assisting guest and meeting their every need then this is the path for you. From the moment guests board, we need vacation heroes who will help them with any questions or issues that may arise. Our Guest Services Team's enthusiasm and positive attitude mean they are the frontline ambassadors of fun.  

As a Carnival Guest Services Team Member, you will be the focal point of our guest’s experiences onboard. This is one of the most vital positions in the fleet and a big reason why Carnival remains number one!

Position Tasks

• To assist international and domestic guests with the everyday activities on board maintaining guest relation standards and ensuring maximum guest satisfaction. 
• Front desk and phone duty shifts as required ensuring that the highest standards of customer service are provided. 
• Complete duties assigned by the Guest Services Supervisor including, but not limited to Lost Luggage, Lost & Found, Access Services, and Executive Reports as per company guidelines. 
• Handle guest issues or concerns, record relevant details into the shipboard capturing database, and ensure timely resolution and guest follow-up. 
• Provide cash and guest account services such as accepting cash payments, cashing personal or traveler’s checks, or exchanging foreign currencies. 
• Follow established procedures to maintain, safeguard, balance, and reconcile assigned cash float. 
• Assist guests during the boarding and departure process, including establishing onboard credit, selling and printing Shore Excursion tickets, and closing guest accounts. 
• Maintain a service culture throughout the Guest Service team. 
• Conduct oneself professionally and courteously at all times with guests and shipboard employees. 
• Greet all guests with a friendly and sincere welcome, making sure to acknowledge past loyalty when appropriate. 
• Use a positive and clear speaking voice, taking the time to understand all requests in detail. 
• Respond to escalated guest concerns in a considerate, professional, and positive manner by showing empathy and listening actively. 
• Perform all duties and responsibilities in accordance with environmental and safety policies. 
• Ensure that proper telephone etiquette is always used; answering calls within 3 rings using a positive tone and clear English pronunciation. In addition, using the guest's name at all times. 
• Employ proper timekeeping and follow the CCL work time recording standards (as per MLC - MARITIME LABOR CONVENTION). 
• Maintain current knowledge of all ship’s regular events and special functions by reviewing all available data to provide guests with accurate and up-to-date information to answer questions and handle any special requests. 
• Maintain current knowledge of voyage memos and relevant e-mail communication to provide prompt updates to inquiring guests. 
• Maintain service and hospitality standards to all guests by extending information as warranted and following up on requests as needed. 
• Familiarize yourself with shore excursions by attending tours and reading the brochures to provide guests with accurate information. 
• Familiarize yourself with shore excursions by attending tours and reading the brochures to provide guests with accurate information. 
• Stay current with new company procedures and apply them when necessary. 
• Proper handling and knowledge of operating systems. 
• Display a positive attitude towards Guests and Crew and maintain healthy interdepartmental relations, while ensuring communication channels are followed. 
• Assist guests with Customs & Immigration procedures. 
• Attend meetings, training activities, courses, and all other work-related activities, as required. 

Minimum Requirements:

• A minimum of 2 years of experience working in Guest Relations  or Two years of Front Desk experience, customer service experience, or in a similar environment required
• Must have fluency in English.
• Personify Carnival’s image of a fun and memorable vacation experience by providing friendly, prompt, attentive, courteous, and personal service in face paced environment.
• Possess excellent communication abilities – displaying fluency in both written and verbal skills. A secondary language is a great asset.
• Work scheduled hours at the front desk, and on the phones with the primary focus of extending information as warranted. Document all complaints and concerns from our Guests, and focus on a quick and efficient resolution.
• An ability to perform cash transactions, as well as guide our Guests on various payment options for their onboard accounts (cash, credit cards, debit cards, gift cards, and onboard credits).
• Execute various administration duties.
• Actively participate in all of the Ship Safety drills and training.
• Display a high level of Guest Centricity, with the natural ability to engage our guests in social activities.
• Positively contribute to the diverse and energetic team environment.