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Job Description

Rank: Staff

Department: Hotel Department; Guest Services Section

Main function:

  • To deal with all passengers requests
  • To assist the pursers office back of the house
  • To handle all money exchange for the passengers
  • To handle all passenger complains and requests
  • To assist with check –in and out procedures

Reports to: Front Desk Manager or Guest Service Manager

Cabin: Shared


  • Must have refined skills in public relations, which demands a very good command of the English and German language.
  • At least four years experience in the hotel industry in both practical and management and administration positions.
  • Must have Typing skills, Computer knowledge of Windows XP, Word, Excel, MS Outlook. Additional: Fidelio Cruise (or similar Ship Management System) Experience of Desk top publishing would be a plus.
  • Must have the ability to communicate with all levels of personnel and passengers.
  • Must have reasonable experience of administration work.
  • Should be a self-starter, reliable, able to work unsupervised, work to tight deadlines and above all to show flexibility to work in each department.

Areas Of Responsibility

  • Reception
  • Front Desk Office

Positions Demanding Close Liaison

  • Front Desk Manager - All administrational matters regarding passengers
  • Crew Coordinator - Administrational matters regarding crew
  • Hotel Director - All hotel administrational matters and secretarial work

Specific Duties and Activities

  • Checking in and out of passengers
  • Responsible for all inquiries of passengers
  • Information centre for telephone inquiries
  • Dealing with the money exchange office
  • Assistance in the terminal if required on embarkation
  • Collect passports on embarkation
  • Authorize and register credit cards on embarkation
  • General help and guide to passengers on embarkation
  • AVO / Repair / Maintenance requests
  • Reception Log Book
  • Typing of meeting minutes if required
  • Printing and preparation of passenger financial statements
  • Collection / Handout of passports
  • Checking out of passengers on disembarkation
  • Taking payments from passengers on disembarkation
  • Hand out passports on disembarkation
  • Guide passengers on disembarkation
  • Close accounts / balance cash flow on disembarkation

Passenger Service

To be in uniform at all times in public areas, wearing your name tags and to act in a professional, responsible manner.

Uniform to Bring Onboard

  • Male
    • Black Shoes
    • Black Socks
    • Black Belt
  • Female
    • Black Shoes
    • Flesh Tights
    • Black Tights


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