Cruise Team Leader

Roles and Responsibilities

• Monitor the daily activities of Customer Service Representatives bringing any concerns to the attention of the Manager.
• Complete monthly work schedule for the Customer Service team and submit to the Manager and HR Manager for approval.
• Act as cruise ambassador and assist visitors outside of the cruise terminal around the town of St George and Grand Anse area offering assistance and ensuring visitors have a memorable experience.
• Create a welcoming atmosphere, environment and experience for visitor’s, ensuring that their first point of contact in Grenada exceeds their expectations.
• Respond to inquiries from visitors in a positive manner ensuring that visitors receive memorable service.
• Provide information and advice on visitor attractions, amenities, events, accommodation, transport and other tourism related issues and makes suggestions as necessary.
• Travels
• Ensure that brochures are up-to-date; and available for visitors.
• Prepare information packages for distribution to visitors, as required.
• Report any matter affecting the smooth running of the cruise operations in the terminal
• Report customer complaints, accidents or near misses to the Manager immediately and submits a report within 48 hours to the Manager.
• Ensure that ship manifests are forwarded to the Research Dept daily.
• Ensure that the Welcome Centre is clean and well maintained and reports maintenance issues to the Manager or Administrative Assistant.
• Conducts weekly inventory checks and ensures that office and cleaning supplies are ordered as necessary. Supplies and collateral should be secured at all times is issued as necessary.
• Ensure that the office area is secured and keys deposited at the designated location before leaving each day.