Knowledge of principles and processes for providing exemplary customer and personal service including needs assessment, problem resolution and achievement of quality service standards.Flexibility to manage, focus, direct and encourage a positive, dynamic, diverse guest services operation by navigating through a changing work environment. Should be able to utilize and administer the progressive disciplinary action process through coaching and counseling to improve performance where possible.Ability to work positively and cooperatively in a diverse team environment to meet overall established timeframes for the Guest Services division operation.Responds to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively.Maintains current knowledge of all ship’s regular events and special functions by reviewing all available data to provide guests with accurate and up-to-date information to answer questions and handle any special ...