Junior Assistant Purser
Job Summary
The Junior Assistant Purser provides essential support to Japanese-speaking passengers on board, acting as a primary point of contact for inquiries and service needs. This role requires maintaining high visibility, handling passenger feedback with empathy, and ensuring a welcoming atmosphere. The position is vital for delivering exceptional guest experiences and bridging communication gaps for international cruise operations.
Responsibilities
- Assist Japanese-speaking passengers with operational inquiries
- Maintain high visibility and provide guest support at the desk
- Address and resolve passenger complaints with empathy
- Provide translation support and tools to Guest Services teams
Required Skills
- Previous large hotel front desk experience
- Business level Japanese (JLPT N2)
- Professional English proficiency (TOEIC 750+)
- Customer service in international environments
Job Details
Job Description
- Consistently assists the Guest Services teams with daily operational inquiries from Japanese-speaking passengers.
- Provides a positive first impression to every passenger and staff member through a warm, welcoming greeting.
- Consistently maintains high visibility during published desk hours, socializing with passengers, answering general inquiries, and providing support to all passengers, with a particular focus on Japanese-speaking passengers.
- Promptly and meaningfully addresses and acts upon all passenger inquiries regarding onboard amenities and services, with a focus on Japanese-speaking passengers.
- Ensures all complaints from non-English-speaking passengers are listened to with empathy and understood, showing genuine interest at all times.
- Takes ownership of each complaint, following up with the passenger in question. Accurately lists specific details of the resolution when updating the Passenger in Focus file, and keeps the Guest Relations Manager informed at all times.
- Always provides the Guest Services teams with information, translated documents, and other tools to assist Japanese-speaking passengers.
- Always holds daily desk hours as published or as directed by the Guest Services Director.
Working Hours
- Averaging 10 to 12 hours of work per day depending on ship itinerary.
- Hours of work compliant with International Labour Organization / Maritime Labor Convention.
Job Requirements
- Candidates should have large hotel front desk experience.
- Experience in customer service in an international environment.
- Those who can work in English (TOEIC score of 750 or higher).
- Those who have experience working in large hotels or foreign-affiliated hotels.
- Those who have experience working overseas on working holiday or study abroad programs.
- Those who can contract multiple times.
Language Requirements
- English Level: Business Conversation Level (TOEIC 735-860).
- Japanese Level: Business Level (JLPT Level 2 or N2).
Job Contract Period
- 6 months contract each time with 2 months of no pay vacation between every contract. Contract renewal will be subject to meeting job performance expectations.