Sr Asst Purser (Japanese Speaking) - CS

Key Responsibilities

• Inspire and lead a team of Guest Services professionals, fostering a culture of empathy, responsiveness, and excellence.
• Provide coaching and mentorship to ensure consistent delivery of personalized and frictionless guest experiences.
• Oversee the Guest Services Desk, CrewCall Chat, and Telephone Center, ensuring smooth, efficient, and professional operations.
• Promote and integrate MedallionClass technology to enhance guest interactions and streamline service delivery.
• Ensure all team members are trained and confident in using digital platforms to support guest needs.
• Take ownership of resolving guest complaints and concerns with professionalism and urgency.
• Collaborate with onboard departments to address complex issues and ensure high levels of guest satisfaction.
• Maintain accuracy in guest folio management, onboard payments, and financial transactions.
• Ensure compliance with financial policies and procedures, minimizing discrepancies and errors.
• Partner with shipboard leaders to implement best practices and drive continuous improvement in service delivery.
• Monitor KPIs and guest feedback to identify opportunities for operational enhancements.
• Ensure all guest-facing operations comply with HESS policies, public health standards, and safety regulations.
• Support emergency procedures and maintain readiness for audit and inspection requirements.

• Oversee all administrative services for crew members, including onboarding, offboarding, travel arrangements, and immigration documentation.
• Ensure timely and accurate processing of pre-arrival, arrival, and departure paperwork in coordination with shore-side teams and authorities.
• Manage crew berthing modules, optimizing space allocation and maintaining accuracy in crew management systems.
• Ensure crew lists are updated in the ERP system and reflect real-time changes.
• Monitor Crew Office performance, staffing levels, and adherence to service standards.
• Lead regular team meetings and training sessions to ensure alignment with policies and procedures.
• Ensure effective use of hotel systems to maintain accurate teammate records and operational data.
• Provide empathetic support to crew members, addressing concerns and complaints with professionalism and care.
• Promote the onboard CRUISE program, reinforcing shared values and fostering a positive work culture.
• Deliver service and product knowledge training to Crew Office staff to enhance the overall teammate experience.
• Set clear expectations and role descriptions for Crew Office team members.
• Conduct fair and objective performance appraisals and support career development through coaching and training.
• Ensure all team members complete required training and remain current on company policies and services.
• Ensure full compliance with HESS MS, public health standards, and safety protocols.
• Maintain accurate documentation and assist in emergency procedures, safeguarding crew records in accordance with company policy.
• Address audit findings promptly and ensure corrective actions are implemented effectively.

Skills, Knowledge & Expertise

• Bachelor’s degree in hospitality management, business administration, tourism, or a related field (preferred but not always required).
• Minimum of 3–5 years of experience in a similar role within the cruise industry, preferably in a leadership or management capacity.
• Experience in crew management or overseeing a large team of staff in a customer service-oriented environment.
• Proven background in guest services, human resources, or operational management on board a cruise ship.
• Leadership and team management: Ability to manage, motivate, and develop a diverse team of crew members from various backgrounds.
• Excellent communication skills (verbal and written) in English and Japanese Languages.
• Problem-solving skills and the ability to handle stressful situations, including crew disputes, escalated guest issues, or operational challenges.
• Strong organizational skills for managing schedules, crew performance, and other operational tasks.
• Cultural sensitivity: Understanding and respecting cultural differences among the crew members.
• Operational knowledge: Familiarity with the cruise ship's internal processes, safety regulations, and service standards.
• Strong interpersonal skills to interact with crew members and senior management.
• Ability to remain calm under pressure and handle various situations that may arise on board.
• Attention to detail to ensure smooth operations and adherence to regulations.
• Commitment to providing exceptional guest service and ensuring crew members follow the same standards.
• Adaptability and flexibility to adjust to the unique environment and demands of working at sea.
• Willingness to work onboard a cruise ship for extended periods (usually up to 6 months).
• Ability to work in a multicultural environment, handling crew from various countries.

Job Benefits

• A competitive salary package.
• Your own comfortable single cabin - your private space to relax and recharge.
• Company-paid travel to and from the ship, so you can focus on the journey ahead.
• Access to exclusive areas and benefits onboard (depending on the rank and occupational group).
• A vibrant recreation and welfare program designed to support your well-being and work-life balance.
• Access to exceptional learning and development opportunities to grow your skills and advance your career.
• The chance to travel the world, exploring exciting destinations while doing what you love.
• A welcoming, inclusive, and dynamic work environment where your contributions are valued.