By applying to this position, your application will be submitted to Carnival Singapore, one of Princess Cruises official Hiring Partners based in Singapore.

Qualifications

align with our

Requirements

for this position. As the world's leading cruise line, we understand that our guests have high expectations of us, and we have high expectations of our team members. We appreciate your patience as we carefully review each candidate.

Set a course for adventure with Princess Cruises! The employer of choice in the cruise industry, our fleet of Love Boats offer exceptional facilities and extensive professional development and recreational programs for our valued teammates who hail from more than 60 countries around the globe. An iconic brand beloved by millions, we love people who love what they do and work together to help our guests create a lifetime of wonderful memories while providing friendly, attentive and authentic service like only Princess can.

As a member of the Princess Family, you’ll enjoy a truly adventurous career with excellent incentives, unlimited opportunities for growth, and ports of call that will leave you breathless. Provides a positive first impression to every passenger through a warm, welcoming individual greeting; always maintains a spotless and professional appearance. Always delivers customer service standards that meet or exceed Hotel Policies & Procedures for every passenger interaction.

At the start of every shift, checks open customer service and tour operation issues and follows up appropriately; properly hands over all outstanding issues to on-duty colleagues at the end of each shift. Rapidly acquires and maintains thorough knowledge of the ship and its procedures, itinerary, ports of call, tours, onboard product, daily activities, and services available in order to provide accurate information and answers to passengers’ questions or concerns. Willingly assists passengers with independent inquiries that are not related to the available tour product.

Ensures all passenger comments or complaints are solicited, listened to, and understood with empathy, showing genuine interest at all times. Ensures responses are appropriate and meets with passengers on a one-to-one basis if Shore Excursion Manager is not available. Promptly and accurately compiles and provides feedback to each tour operator, including passenger comments and tour escort reports.

Communicates calmly and respectfully with tour operators to resolve all tour quality issues. Swiftly and satisfactorily resolves all customer relations issues resulting from passengers’ tour experiences or other interactions with the Shore Excursion operation. Continually monitors Tour Staff to ensure that all passenger complaints are received, documented, and understood with empathy and in line with our Policies & Procedures.

Assists the Shore Excursion Manager in developing routines to ensure Tour Staff gain experience in a variety of tour office operations and systems. Ensures passenger rates and costs are promptly and accurately entered into onboard ticketing system and tour order form. Communicates clearly with Shore Operations to swiftly relay all information pertinent to the cruise, including any excursion-related incidents, accidents, or issues that may affect passenger satisfaction or revenue.

Within budget and operational limitations, regularly schedules familiarization trips for Tour Staff to gain venue, port, and product knowledge. Organizes the necessary training of Tour Staff to gain and maintain thorough and up-to-date knowledge of all tour programs, sales techniques, customer service, and policies pertinent to the operation. Continually evaluates the performance of Tour Staff and provides immediate, appropriate feedback to reinforce effective service strategies and provide course correction.

Asst Shorex Manager (Japanese Speaking) - CS