Documentation Officer (Cruise) – Worldwide

A large and well-known Cruise Line is looking for a Documentation Officer to join one of their beautiful ships.

The Documentation Officer is the key administrator and communicative link regarding ship logistics, Immigration and Customs entities in each port of call. As part of the Guest Relations team, the Documentation Officer is the liaison between the Guest Relations Team, Port agents, Immigration and Customs officials and all hotel and marine departments supporting proactive anticipation for a smooth entry and clearance into ports of call. Through correct communication and fostering adherence to all local laws and policies, the Documentation Officer ensures that the destination is delivered according to brand promise and the guest’s expectations.

Responsibilities:

• All duties and responsibilities are to be performed in accordance with Celebrity Cruises standards, Standards of Excellence, Public Health guidelines, Key Performance Indicators, environmental, and safety policies in any area of the ship required
• Maintains a constant presence of professionalism and emergency preparedness within the Guest Relations Department both back and front of house, being the brand voice and physical representative of the ship and guest relations for all interactions and calls providing impeccable quality of service to internal and external guests and crew alike
• Championing strong administrative skills, taking periodic metrics of data such as guest manifesting, denied boarding counts, pre-and-in-voyage guest movement, guest counts, potential medical and emergency related movements, concern content and guest and crew interaction behavioral analysis
• Readily communicates inventory, program access and maintenance requirements by taking full stewardship of work areas and tools
• Due diligence, care and attention to detail in all interactions and operations with an elevated focus on precision when dealing with ship and guest documentation
• Responds to escalated internal and external guest concerns in an up-scale, considerate, professional and positive manner, showing empathy and actively listening
• As an Officer, leads by example by maintaining a firm, calm composure in all situations, treats all guest and crew with equal humility and respect, champions cleanliness and orderliness when walking all guest and crew areas by correct reporting and ownership, greets all internal, external guests, vendors and crew following company’s philosophy and takes full ownership of all guest and crew occurrences that require direction and leadership

Hiring External Candidate Requirements:

• Minimum of two (2) years guest facing service experience in a port agent, immigration and customs or similar shipboard role.
• Strong emotional intelligence required with resourceful thinking and a working knowledge of conflict resolution.
• Ability to fulfil the above mentioned Key Responsibilities and all reasonable company requests.
• Ability to speak English clearly, distinctly and cordially with guests.
• Ability to read and write English in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.
• Ability to speak additional languages such as Spanish, French or German preferred.
• Must be fully vaccinated for COVID including a booster

Other details:

• Cruise line arrange and pay for flights to and from the ship
• Accommodation, food and uniform all provided on board for free
• Shared cabin
• Rotation is 26 weeks onboard and 8.7 weeks vacation

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