VIKTORIYA KOMNATNAYA

-Guest Relations: Interact with passengers to ensure their needs are met and address any concerns or complaints promptly.
-Staff Supervision: Assist in managing and supervising the guest services team onboard the ship, including front desk staff, and other guest-facing roles.
-Emergency Response: Be prepared to assist in emergency situations, including coordinating guest evacuations, medical emergencies, and other crisis management scenarios.
-Port Operations: Assist in coordinating guest embarkation and disembarkation processes, including managing luggage handling and transportation logistics.
-Safety and Security: Ensure that all guest services areas onboard the ship are in compliance with safety and security protocols to provide a safe environment for passengers.
-Training and Development: Assist in training onboard staff on guest service standards, safety procedures, and operational protocols to maintain high levels of professionalism and service quality.
-Communication: Liaise with other departments onboard the ship, such as housekeeping, food and beverage, and entertainment, to coordinate guest requests and ensure seamless guest experiences.
- Reporting: NVMC reporting, CARICOM reporting. Compile reports on guest feedback, service metrics, passenger demographics, and other relevant data to assist in decision-making, performance evaluation, and future planning for guest services at sea

-Managed guest service department which was made up of about 15 employees from Front Desk, Guest Service Supervisors, Bell staff, PBX, and Concierge, F&B department

-Handled escalated guest situations and provided recovery when appropriate -Payroll, banking, and daily labor reports

-Conducted Training for new hires

-Prepare and maintain SMS forms

-Attend and take minutes of HSC meeting

-Responsible for embarkation and disembarkation process, ship certificates and other documentation that relate to Port Clearances

-Responsible for updating of the Sailor manifest at all times, reflecting stateroom changes

-Responsible for manifesting items to be offloaded from the vessel in Editrade program

-Coordination clearance procedures with ship and ground staff, as well as the clearance of the vessel with the local authorities in each port of call.

-Maintaining statistical and financial records.

-Recruiting, training and monitoring staff.

-Managing group bookings for conferencing, the restaurant and accommodation.

- Providing IDS GDS sales site (managing channels of on-line sales).