Kforce has a client that is seeking a Guest Relations Coordinator in Miami, Florida (FL).
Maintain accurate and up-to-date customer case files on a weekly basis to ensure that all correspondence is addressed timely and efficiently
Track files and follow-up on items; prioritize files of a sensitive nature
Work together with internal and external customers to determine and address inquiries, concerns and resolve complaints from passengers and travel partners through written correspondence, telephone or email
Assist other Guest Relations Coordinators with more complex situations and in some cases, assist with situation through to resolution, within corporate guidelines
Refer telephone calls to appropriate areas for response directly to the passenger; take appropriate steps to ensure that internal departments receive and respond to requests in a timely manner
Communicate routinely with onboard staff and officers to resolve passenger issues before disembarkation or to research concerns from a past voyage
Act as customer liaison for calls and correspondence received by executive officers and senior management including senior vice presidents and the president's office
Conduct and or meet with passengers onboard the ship in emergency situations or as needed, including traveling to ports outside of Miami and the United States
Remain apprised of local and national trends and topics relevant to the cruise line
Review all memos, brochures, voyage reports and other reports relating to assigned ships to stay abreast of itinerary changes, pricing, onboard activities, refund policies and personnel changes
High School diploma or GED / equivalent
Two year of customer service / guest relations experience
Strong written and verbal communication skills to effectively assist passengers and relay appropriate information to management and related departments
Interpersonal skills and solid knowledge base of customer relations processes and policies to assist other Coordinators
Ability to interact with all levels of the organization and client base in a professional, diplomatic and tactful manner
Exceptional organizational skills to maintain records of customer files
Sound problem-solving skills with ability to fully understand and identify with customer concerns and situations
Demonstrated ability to handle multiple tasks and shifting priorities while maintaining a positive attitude
Ability to be resourceful to customers
Ability to work independently and effectively in a team-based environment
Ability to complete work in a timely manner with accuracy and attention to detail
Strong personal time management skills to handle high volume of requests
Basic level proficiency with Microsoft Office Suite, Word and Outlook
Must project a professional appearance at all times as it may be necessary to meet with guest face to face
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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Kforce is a professional staffing and solutions firm specializing in the finance and accounting functional areas of general accounting, audit services, SEC reporting, periodic financial close and tax preparation support. From CFOs and controllers with Big 4 experience to entry level transactional accounting positions, Kforce has been matching job seekers and employers since 1962. We are committed to “Great People = Great Results” and offer exciting job opportunities with top finance and accounting companies across the United States. Kforce continues to look for experienced finance and accounting professionals to join our team of great people!