Diana Bolkvadze

• Serve as a senior front-of-house authority, overseeing complex guest cases and high-impact service recovery across departments.
• Act as a primary escalation point for VIP, high-profile, and sensitive guest matters, ensuring resolution aligned with ship leadership expectations.
• Coordinate and direct cross-departmental communication, translating guest issues into clear operational actions and executive-level reports.
• Represent Guest Services in interactions with Hotel Director, senior officers, and department heads, maintaining service consistency and accountability.
• Support Future Cruise sales conversations through guest relationship building, trust-based communication, and onboard loyalty engagement.

• Anticipate and resolve guest concerns with discretion and efficiency
• Collaborate cross-departmentally to curate bespoke amenities and personalized guest arrangements
• Lead operational briefings aligning Guest Services and ship management on arrivals and tailored requests
• Manage sensitive guest matters with the highest level of confidentiality and professionalism
• Handle guest documentation processes accurately, ensuring compliance, organization, and timely follow-up.

• Assisting with Returns and Exchanges: Handling customer returns, exchanges, and refunds according to the shop's policies.
• Cash Register and POS Operation: Operating the cash register and any point-of-sale (POS) systems, including accurately recording sales, applying discounts or promotions, and balancing the cash drawer at the end of the shift.
• Inventory Management: Assisting with inventory control by conducting regular stock .Product Knowledge: Being knowledgeable about the products or services the shop offers, including their features, benefits, and pricing, to help customers make informed decisions.

• Customer-Centric Service: Provide top-notch customer service as the frontline representative, including warm greetings, helping customers locate products, and promptly addressing their questions and concerns.
• Store Hygiene: Uphold the shop's cleanliness standards by regularly conducting dusting, sweeping, and ensuring shelves and product displays are consistently well-maintained.
• Register and POS Proficiency: Demonstrate expertise in operating cash registers and point-of-sale (POS) systems, proficiently recording sales, applying discounts or promotions, and performing accurate end-of-shift cash drawer reconciliation.
• Inventory Oversight: Contribute to inventory control by regularly conducting stock counts and promptly reporting any discrepancies to the management for swift resolution.