How to Be Cruise Ship Front Desk Clerk - Job Description, Skills, and Interview Questions

Mar 18, 2022 / 6 Minutes Read / By Albert

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The job of a Cruise Ship Front Desk Clerk is an important one, as they are responsible for ensuring the satisfaction of the cruise ship's passengers. Their duties include greeting guests, registering guests, handling luggage, answering calls, and providing information about the cruise. They may also be responsible for handling cash and credit cards, issuing room keys, and other related tasks.

The performance of a Cruise Ship Front Desk Clerk has a direct impact on the overall guest experience and can either make or break a vacation. Good customer service skills, excellent communication skills, and the ability to multi-task are all essential qualities of a successful Cruise Ship Front Desk Clerk.

Steps How to Become

Obtain a High School Diploma. A high school diploma or equivalent is the minimum educational requirement for cruise ship front desk clerks.
Earn a College Degree. Although a college degree is not required, employers typically prefer to hire clerks who possess at least an associate's degree in hospitality management or a related field.
Obtain Customer Service Experience. Most employers prefer to hire clerks who have experience in customer service and hospitality. Potential candidates should look for opportunities to gain customer service experience by working in restaurants, hotels, or retail stores.
Take Crucial Professional Courses. To increase their chances of getting hired as a cruise ship front desk clerk, potential candidates should consider taking courses in hospitality management, customer service, and travel and tourism.
Research Cruise Lines. Research the different cruise lines to find out what they look for when hiring front desk clerks, as this will help applicants tailor their resumes and application materials accordingly.
Apply for Jobs. Once potential candidates have gathered the necessary qualifications and experience, they can begin applying for jobs with cruise lines. Most cruise lines have online job postings and applications available on their websites.
Interview. If a potential candidate is selected for an interview, they should prepare to answer questions about their customer service experience, as well as any other related topics.
Pass a Background Check. Most employers will require applicants to pass a background check before they are hired. This is to ensure that the clerk does not have any criminal history or past issues with integrity.
Complete Onboarding Process. Once hired, the cruise line will likely require the clerk to complete an onboarding process, which may include training classes, an orientation session, and potentially a probationary period.

To stay ahead and competent as a Cruise Ship Front Desk Clerk, it is important to always stay up to date with any changes in the industry, such as new regulations or policies. Additionally, staying organized and on top of customer requests and inquiries is essential. Furthermore, it is important to build strong relationships with customers and other staff members, to be able to deliver exceptional customer service. Finally, being able to act quickly and efficiently in any situation will help ensure that customer services and demands are met in a timely manner.

You may want to check Help Desk Analyst, Service Desk Operator, and Desk Supervisor for alternative.

Job Description

Greet and welcome passengers aboard the cruise ship.
Answer passengers' inquiries and resolve any customer service issues.
Process ticket sales, issue boarding passes, and provide boarding instructions.
Collect payment, issue receipts, and balance cash drawer.
Process shipboard reservations and changes to bookings.
Assist passengers in navigating the ship, finding their staterooms, and locating onboard activities.
Promote onboard activities, excursions, and other services.
Handle emergency situations and provide urgent care to passengers as needed.
Maintain knowledge of safety regulations and emergency procedures.
Assist with check-in and check-out of passengers as well as disembarkation.
Communicate with other departments to ensure smooth running of operations.
Maintain neat and organized front desk area and lobby area.

Skills and Competencies to Have

Excellent customer service skills
Knowledge of Cruise Ship policies and procedures
Ability to handle multiple tasks simultaneously
Ability to problem solve and think quickly
Detail-oriented
Ability to stay calm under pressure
Basic to advanced computer skills
Knowledge of reservations systems
Knowledge of hospitality industry standards
Strong organizational and communication skills
Familiarity with local area attractions and events
Ability to work in a fast-paced environment
Ability to work nights, weekends, and holidays

Cruise ship front desk clerks must possess excellent customer service skills in order to ensure guests have a positive experience aboard the ship. In order to provide the best customer service, they must be able to communicate effectively with a variety of people, be organized and attentive to details, and have a positive attitude. Furthermore, they must be able to problem solve, multitask, and take initiative in order to resolve any issues that may arise.

These skills are not only necessary to ensure a pleasant stay for guests, but also for the cruise line to maintain its reputation as a quality provider of vacation services. A cruise ship front desk clerk's ability to provide exceptional customer service is essential for the success of the business.

Desk Clerk, Technical Desk Specialist, and Desk Attendant are related jobs you may like.

Frequent Interview Questions

How do you ensure that each guest has a positive experience?
What experience do you have working in hospitality?
How would you handle a situation where a guest has a complaint?
What is your experience with customer service, both in person and over the phone?
Describe a difficult situation you faced while working with guests and how you handled it.
How do you handle multiple tasks simultaneously in a fast-paced environment?
How do you stay organized and keep track of multiple tasks?
What techniques do you use to provide superior customer service?
What challenges have you faced in the past while working in a customer service role?
How do you ensure that all guests are satisfied with their experience?

Common Tools in Industry

Computer System. A computer system is used to manage reservations, check-ins and check-outs, process payments, and track customer information (eg: Windows, Mac OS).
Reservation System Software. This software is used to manage reservations, store customer information, and manage bookings (eg: Sabre GDS).
Point of Sale System. A point of sale system is used for credit card payments, check-ins, check-outs, and other transactions (eg: Square).
Office Telephone. An office telephone is used for communication with other staff members and customers (eg: Polycom).
Customer Relationship Management Software. This software is used to manage customer loyalty and retention, contact information, and other customer-related data (eg: Salesforce).
Tour Scheduling Software. This software is used for tour planning, booking, and tracking (eg: Tourwriter).
Travel Document Scanner. This scanner is used to scan documents such as passports and visas (eg: Fujitsu ScanSnap).

Professional Organizations to Know

Cruise Lines International Association (CLIA)
International Association of Cruise Victims (IACV)
Cruise Industry Professionals Association (CIPA)
International Association of Maritime & Port Executives (IAMPE)
International Cruise Council (ICC)
Cruise Lines International Association of North America (CLIANA)
Cruise Lines International Association of Europe (CLIAE)
World Travel and Tourism Council (WTTC)
International Association of Ports and Harbors (IAPH)
Cruise Lines Security Officers Association (CLSOA)

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Common Important Terms

Check-in. The process of registering a guest upon their arrival at a hotel or cruise ship.
Check-out. The process of a guest leaving a hotel or cruise ship and settling their account.
Booking System. A computerized system used to manage reservations and keep track of guests on board a cruise ship.
Housekeeping. The department responsible for maintaining the cleanliness and overall appearance of the cruise ship.
Shore Excursions. Trips and activities offered at ports of call for guests to participate in during their cruise.
Currency Exchange. The process of exchanging one currency for another, usually foreign currency for local currency.
Travel Insurance. An insurance policy designed to cover losses associated with travel, such as lost luggage, medical bills, and cancellation fees.
Passport/Visa Requirements. Documentation that may be required by certain countries for travelers entering or leaving the country.
Luggage Handling. The process of handling guest luggage upon their arrival and departure from the cruise ship.
Onboard Credit. A form of payment given to passengers to use on board the ship for various services.

Frequently Asked Questions

What are the responsibilities of a Cruise Ship Front Desk Clerk?

The primary responsibility of a Cruise Ship Front Desk Clerk is to provide excellent customer service to passengers. This includes managing all check-in and check-out processes, responding to inquiries and complaints, providing information on onboard activities and services, and assisting with any other guest needs.

What skills do I need to be a Cruise Ship Front Desk Clerk?

To be successful as a Cruise Ship Front Desk Clerk, you should have strong customer service skills and be able to communicate effectively. Additionally, you should be able to multitask efficiently, have good problem-solving skills, and be comfortable working in a fast-paced environment.

What qualifications do I need to be a Cruise Ship Front Desk Clerk?

Most employers require Cruise Ship Front Desk Clerks to have at least a high school diploma or equivalent. Some employers may also require additional qualifications such as experience in customer service or knowledge of hospitality industry software.

How much does a Cruise Ship Front Desk Clerk make?

The average salary of a Cruise Ship Front Desk Clerk is around $27,000 per year. Salaries can vary depending on location, experience, and the size of the cruise ship.

What hours do Cruise Ship Front Desk Clerks typically work?

Cruise Ship Front Desk Clerks typically work full-time hours, which can range from 8-12 hours per day depending on the cruise ship's needs. Additionally, they may be required to work nights, weekends, and holidays.