Sr Asst Purser (Japanese Speaking)

Sr Asst Purser (Japanese Speaking)

Department: Guest Svc

Employment Type: Fixed Term Contract

Location: GLOBAL

Description

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

• Education & Professional Background
  • Bachelor’s degree in hospitality management, business administration, tourism, or a related field (preferred but not essential with equivalent experience).
  • Minimum of 3–5 years’ experience in a similar guest services, hotel administration, or crew services role within the cruise, hospitality, or travel industry, including experience leading or supervising a team.
  • Proven background in guest services, human resources, or hotel/administrative operations on board a cruise ship or in a comparable large-scale operation.
• Leadership & People Management
  • Demonstrated ability to lead, motivate, and develop a diverse, multicultural team in a fast-paced environment.
  • Experience providing coaching, feedback, and performance input to drive high standards of service and professionalism.
  • Skilled at building trust, resolving conflicts, and fostering a positive, inclusive team culture.
• Guest & Crew Service Excellence
  • Strong track record of handling complex or escalated guest and/or crew issues with empathy, discretion, and sound judgment.
  • Deep commitment to delivering personalized, frictionless service experiences and role‑modelling company service standards.
  • Ability to balance guest satisfaction, crew well‑being, and operational requirements when making decisions.
• Communication & Language Skills
  • Excellent verbal and written communication skills in English and Japanese, with the ability to adapt style to different audiences and cultures.
  • Confident in facilitating conversations, briefings, and training sessions with both guests and teammates.
  • High level of cultural sensitivity and awareness, with the ability to build rapport across multiple nationalities.
• Operational, Administrative & Financial Acumen
  • Strong organizational skills with the ability to manage multiple priorities, schedules, and deadlines accurately.
  • Experience working with hotel or shipboard systems (e.g. PMS/ERP, folio management, crew management or HRIS platforms) and comfort learning new digital tools and applications.
  • Good numerical and analytical skills to support accurate financial transactions, reconciliations, and reporting.
  • Attention to detail and a rigorous approach to maintaining accurate records and documentation.
• Regulatory, Safety & Compliance Awareness
  • Working knowledge of shipboard safety, security, and public health standards, with a strong commitment to HESS and company compliance requirements.
  • Ability to follow and reinforce policies, standard operating procedures, and audit requirements within guest or crew services.
• Personal Attributes
  • Calm, resilient, and solutions‑focused when working under pressure or in rapidly changing situations.
  • High level of integrity, professionalism, and discretion when handling sensitive guest or crew information.
  • Adaptable and flexible, comfortable working at sea for extended periods and adjusting to changing assignments between Guest Services and Crew Office functions.
  • Genuine passion for hospitality, people leadership, and creating memorable experiences for both guests and teammates.

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.