Skip to main content

Guest Service Associate

Apply

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 which 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 guest board, we need vacation heroes who will help them with any questions or issues that may arise. Our Guest Services Teams 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 in to 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 boarding and departure process, including establishing onboard credit, selling and printing Shore Excursion tickets and closing of guest’s accounts.
  • Maintain a service culture throughout the Guest Service team.
  • Conduct oneself in a professional and courteous manner 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 name all the 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 event and special functions by reviewing all available data in order 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 in order 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 self with shore excursions by attending tours and reading the brochures in order to provide guests with accurate information.
  • Familiarize self with shore excursions by attending tours and reading the brochures in order 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, trainings activities, courses and all other work-related activities, as required.


Minimum Requirements:

  • 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 imagine 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 Ships Safety drills and trainings.
  • 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. 


Apply

Diversity & Inclusion

Our workforce hails from more than 100 countries around the world, and we know that what makes us different is what makes us great.

Learn More

Our Values

Our beliefs have helped drive our company and experience since the very beginning.

Learn More
SIGN UP FOR JOB ALERTS

Due to our pause in service for much of 2020, our hiring processes have also been impacted. Please feel free to register your interest, but please also expect a possible delay in hearing back from us.

Job Alerts

Search by category. Select the desired result and click “add”. You can add as many search terms as desired.

LocationSearch for a location and select one from the list of suggestions. Finally, click “Add” to create your job alert.

  • Hotel - Guest Services, Miami, Florida, United StatesRemove