Duane Dean Email & Phone Number

Nadi, Fj

465 Victoria Avenue, Chatswood, New South Wales 2067, Australia

Maintains and updates passenger information in Fidelio to ensure accuracy at all times.Ensures all passenger arrival and departure documentation is promptly and accurately prepared, updated, and distributed onboard and to local authorities.Works efficiently with port officials to ensure we provide them with a suitable working area and hand over the correct passenger paperwork to ensure ship’s clearance is timely obtained.Promptly prepares, processes, and transmits complete and accurate files required for arrival and departure in compliance with Hotel Policies & Procedures and Fleet Regulations.Assists the Admin & Revenue Director in coordinating the disembarkation process including, but not limited to, managing Passenger Disembarkation and distributing disembarkation information, questionnaires, and Customs and Immigration forms.Coordinates with the shore side embarkation team to ensure all boarding passes are collected and missing passenger information is obtained to ensure reports are accurate prior to sailing. Ensures the ship remains in compliance with immigration, customs, and ship’s requirements at all times.

465 Victoria Avenue, Chatswood, New South Wales 2067, Australia

Responsible for providing guidance, leadership and support to the Pursers Desk Receptionists ensuring passenger satisfaction and service standards are being met.Responsible for reviewing and duly disseminating all Complaint / Suggestion reports or comment forms on a daily basis, ensuring the proper follow-up is carried out and acknowledgement/appreciation is offered to passengers for their comments.Responsible for responding to all passenger requests and queries in a manner which is positive, professional and hospitable, projecting a warm and caring attitude at all times.Responsible for taking a keen interest in the ship's itinerary, ports of call, shore tours and points of interest, enabling this information to be shared with passengers, as appropriate.Responsible for gaining a thorough knowledge of the Hotel Policies and Procedures Sections, Accounting and Administration, ensuring these are adhered to and provide training to reception team with respect to policy changes and updates.Responsible for accessing passengers' shipboard accounts in the computer system and providing copies of shipboard account folios on request. To provide explanations to passengers' in response to any queries they may have relating to their shipboard accounts and, if required, to locate the ship's copies of the relevant checks to verify the correct posting of charges.Responsible for handling the settlement of shipboard accounts by accepting payments made by credit card, travelers check, and cash. To be familiar with "Express Check Out/Cash Deposit Requirement" and assist the Front Office Manager with the monitoring of passengers settling their accounts.Responsible for undertaking all assigned safety related duties.Other duties and responsibilities as assigned by the Front Office Manager to include, but not be limited to, dispatch duties, flight problems, assisting with shore excursions, immigration/customs inspections, the embarkation and disembarkation of passengers.

465 Victoria Avenue, Chatswood, New South Wales 2067, Australia

Always delivers customer service standards that meet or exceed Hotel Policies & Procedures for every passenger interaction.Rapidly acquires a thorough knowledge of the ship, procedures, onboard product, daily activities, services provided, itinerary, and ports of call in order to swiftly provide accurate information and answers to all passenger questions or concerns.Observes passengers to identify their preferences and adjusts service accordingly, anticipating passengers’ needs during each interaction. Ensures all passenger complaints, including Hotel defects, are listened to and understood with empathy, showing genuine interest at all times.Ensures all passenger complaints and Hotel defects are accurately documented per Hotel Policies & Procedures, escalating issues as appropriate without delay.Takes ownership of each complaint her or she has recorded and regularly follows up with the passenger in question. Includes specific details of the resolution when updating the Passenger issues reporting system and keeps all relevant parties informed at all times.Swiftly and satisfactorily resolves all customer service issues affecting a passenger's cruise experience.Responsibly handles financial transactions with strong attention to detail and ensures cash-float is accurately balanced daily. Promptly and correctly prepares the pay-in of funds to the SAP Front Office Manager/Accounts as required.Assists the SAP Front Office Manager/Accounts by promptly and politely contacting passengers who are required to leave a form of payment or deposit on account.Buys and sells foreign currencies and postage stamps as required.Correctly settles shipboard accounts by accepting payments made by credit card, travelers check, or cash.Responsibly accesses shipboard accounts, willingly providing passengers with copies of folios on request and offering detailed explanations in response to any queries.

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