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Danielle Hammond
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I'm offering
I am a courteous, polite and well-spoken person, who is highly efficient and have excellent organisational skills. Possessing a good team spirit, deadline orientated and having a passion for providing the highest standards of hospitality and service to customers. Helpful and approachable but also commercially minded and having the ability to promote products and maximise sales opportunities at all times. A quick learner who can absorb new ideas, communicate clearly and effectively and also find suitable solutions to meet the needs of customers. I have successfully completed 4 contracts within Guest Services with Carnival, I am keen to broaden my horizons and find a suitable position within another ambitious company where I can continue to increase my work experience and develop my abilities.
Markets
United Kingdom
Language
English
Fluently
Ready for
My experience
2014 - ?
job
Guest Services Associate
Carnival Cruise Line.
My key duties and responsibilities are, but not limited to the following:
• Working scheduled Front Desk shifts by maintaining service and hospitality standards to all passengers by helping with their queries as warranted and following up on requests as needed.
• Handle passenger accounts by using the in-house system e.g. depositing cash, withdrawing cash, linking credit cards and printing statements.
• Log all complaints and concerns from passengers into the on-board incident report. As complaints and incidents are a common occurrence, it is essential to handle each individual case with the care and sensitivity it may require all the while showing empathy.
• Follow up with any major or minor cases received during your shift via telephone or letter until the issue is resolved in a timely efficient manner.
• Perform admin duties in the back office, which require the use of Microsoft Word, Excel, Outlook and Publisher.
• Work on side tasks such as: Passenger Special Needs, Lost Baggage, Lost Property, Executive Reports, Weather Reports, Port Information and Compensation.
• Answer all incoming telephone calls and enquiries promptly and within the company set guidelines using excellent telephone etiquette at all times.
• Working closely with Guest Services Associates and Managers to ensure productivity targets are achieved.
• Liaise with other departments on-board.
• Assist with arrivals, clearance and departures
• Give information about shore excursions and sell tickets
• Attend training sessions and meetings where applicable.
• Providing feedback to the Manager
• Full use of outstanding customer service skills
• Supervise the team and assist them when needed.
• Comprehensive knowledge of in-house systems.
• Remain flexible to meet the needs of the business.
• Attend weekly drills in order to carry out emergency duties
• Working scheduled Front Desk shifts by maintaining service and hospitality standards to all passengers by helping with their queries as warranted and following up on requests as needed.
• Handle passenger accounts by using the in-house system e.g. depositing cash, withdrawing cash, linking credit cards and printing statements.
• Log all complaints and concerns from passengers into the on-board incident report. As complaints and incidents are a common occurrence, it is essential to handle each individual case with the care and sensitivity it may require all the while showing empathy.
• Follow up with any major or minor cases received during your shift via telephone or letter until the issue is resolved in a timely efficient manner.
• Perform admin duties in the back office, which require the use of Microsoft Word, Excel, Outlook and Publisher.
• Work on side tasks such as: Passenger Special Needs, Lost Baggage, Lost Property, Executive Reports, Weather Reports, Port Information and Compensation.
• Answer all incoming telephone calls and enquiries promptly and within the company set guidelines using excellent telephone etiquette at all times.
• Working closely with Guest Services Associates and Managers to ensure productivity targets are achieved.
• Liaise with other departments on-board.
• Assist with arrivals, clearance and departures
• Give information about shore excursions and sell tickets
• Attend training sessions and meetings where applicable.
• Providing feedback to the Manager
• Full use of outstanding customer service skills
• Supervise the team and assist them when needed.
• Comprehensive knowledge of in-house systems.
• Remain flexible to meet the needs of the business.
• Attend weekly drills in order to carry out emergency duties
Excel, Training, Word, Customer service, Service, It, Office, UP, Manager
2013 - 2015
job
Customer Service Advisor
B&M Home Stores.
Customer service, Service
My education
2009
-
2011
City of Glasgow College
Hndhncorequivalent, Digital Media
Hndhncorequivalent, Digital Media
2004
-
2009
Greenfaulds High School
Secondary, Maths
Secondary, Maths
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