As a market leader in the cruise industry, Cunard sails spectacular ships all over the world. Join us and you’ll discover that working at sea is more than just a job. It’s a way of life. During your Cunard career you could explore all four corners of the world, visiting destinations from Alaska to Japan, and more than 70 countries in between. Explore new cultures, meet incredible new friends, and gain experiences that will stay with you for a lifetime.
In this role you will organise and oversee the effective delivery of customer service through the front of house reception, ensuring the highest level of customer service is provided. You will strive to meet and exceed our guest expectations and will be responsible for appropriately handling any passenger issues, ensuring an effective and positive resolution is achieved.
You will manage and provide customer service to your internal team, including the operation of all administration matters relating to the ship’s company. Your internal customers include Officers, crew, concession staff, and guest entertainers. Knowledge of immigration and travel documentation is required, as you will be responsible for maintaining accurate records of the number of crew sailing on board.
You will provide a visible presence to passengers and effectively resolve issues and complaints, ensuring all passenger concerns are dealt with in a professional and customer-focused manner. Ensure passenger feedback is followed up and documented, and a satisfactory resolution is achieved, involving the relevant department where needed and implementing any corrective action required. Act as point of contact for passengers experiencing unexpected situations such as health issues or bereavements and provide a high level of care and understanding.
Oversee and control passenger and crew cabin inventory, processing cabin changes in line with passenger requests and act as the primary contact for passengers with regards to resolving cabin service issues. Coordinate cabin repairs with the onboard technical department and housekeeping and update passengers accordingly.
Ensure all administration matters relating to the passengers and ship’s clearance in and out of port are completed accurately and in a timely fashion by the Administration Manager and that relevant information is shared with the onboard teams for planning purposes.
Arrange the effective organisation and movement of passengers and baggage during embarkation and disembarkation, coordinating support from other departments as required.
Effectively manage area of responsibility, complete appraisals identifying development opportunities, and provide support to supervisors to guide, motivate, and direct their respective team members.
With our fleet ever changing we are planning for the future, this means that the role you are applying for is in our Talent Pool. During the recruitment and onboarding process, we may not be able to offer an exact start date, but as soon as we do, we will let you know and make sure you have plenty of notice and support to get ready for your adventure with us.
We are working hard to build a flexible and inclusive culture. As part of our culture, difference is valued and our people can be themselves. We welcome applications from everyone because inclusivity is at the heart of everything we do. We do not discriminate on the basis of age, disability, gender, race, religion or belief, sexual orientation, marriage & civil partnership, and pregnancy & maternity.
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