YOUTH STAFF

POSITION SUMMARY
Organizes and leads youth activities, ages 6 months -17 years, in designated activity centers,
assigned areas and throughout the vessel by performing the following essential duties and
responsibilities.
ESSENTIAL DUTIES AND RESPONSIBILITIES
All duties and responsibilities are to be performed in accordance with Royal Caribbean
International’s Gold Anchor Standards, SQM standards, USPH guidelines,
environmental, and safety policies.
Each shipboard employee may be required to perform all functions in various venues and
throughout the ship.
In accordance with Royal Caribbean International’s philosophy of Anchored in
Excellence , each employee conducts oneself in a professional and courteous manner at all
times. This consists of physical and verbal interactions with guests or fellow shipboard
employees and/or in the presence of guest contact and crew areas.
Participates in embarkation procedures by disseminating information 1. regarding
the Adventure Ocean Program, Youth Evacuation Plan, and directing and
escorting guests to staterooms.
2. Determines the activities to initiate based on the ages and the needs of the
children assigned to participate in the scheduled activity. Organized and leads a
variety of established age appropriate activities. The established programs are as
follows:
o The Royal Babies (6-18 months) and Royal Tots (18-36 months) Playgroups
by Fisher Price® for parents and their youngest cruisers; Age-appropriate
activities that combine skill-building with storytelling, creative arts, music,
and Fisher Price® toys.
The Aquanaut Program (3-5) offers Sail into Story-time, o Adventure Science,
Adventure Art, Adventure Theater and specific theme sessions such as Pirate
Night, Pajamarama Movie Night, and Animal Kingdom. As well, it offers a
variety of both active and passive games.
o The Explorer Program (6-8) offers Adventure Science, Adventure Art,
Adventure Theater and specific theme sessions such as Pirate Night, Rock n’
Roll Party and Extreme Olympics. The Program also offers games and
activities to encourage the children to work together and meet new friends.
o The Voyager Program (9-11) offers a variety of activities and games that are
designed to encourage participation in a fun atmosphere. Adventure Science,
Adventure Art, Adventure Theater, scavenger hunts, sporting activities and
specific theme sessions such as Survivor Night, Gladiator Night and Rock n’
Roll Party are also offered.
o The Teens 12-14 and the Teens 15-17 offer activities and events that are
hosted by the Youth Staff. These programs can include Nightclub, a Pool
Party, Karaoke, sporting activities, icebreaker activities, Battle of the Sexes
and Scavenger Hunts.
3. Acts as a role model for the youth with regard to leadership, friendliness,
diplomacy, honesty, fair play, sportsmanship and open-mindedness. Exercises
discretion and good judgment when interacting with the children. Maintains a
constant awareness of the children’s whereabouts and their safety. Intervenes
when a conflict arises or when a child needs extra attention or assistance in order
to enjoy the activities. Responds to any type of emergency.
4. Directs children in eating, resting, and toileting.
5. Helps children develop habits of caring for own clothing and picking up and
putting away toys and books.
6. Maintains discipline within assigned group to ensure safety precautions are
followed.
7. Serves meals and refreshments to children and regulates rest periods.
8. Communicates with parents in a tactful and courteous manner to generate a high
level of comfort. Acts as liaison between the Youth Activities Manager and the
parents.
9. Keeps current on children trends regarding music, dance crazes, fads, computer
games, reading materials and physical activities.
10. Organizes teen-related activities. Performs Disc Jockey duties for teen parties.
Operates audio equipment to play music and keeps inventory of music library.
11. Assists youth of all ages with computer operation, instruction and navigation, etc.
12. the inventory
of equipment and supplies. Notifies the Youth Activities Manager when repairs
or replacement is needed.
13. Assists the Youth Activities Manager in planning, organizing and implementing
entertaining and educational programs for all ages 6 months -17 years.
14. Follows the detailed safety and security measures of the Youth Evacuation Plan in
the even of an emergency while children are under the supervision of the Youth
Staff. Utilizes good judgment and pays close attention to all details when
escorting children to the parents or guardians in the assigned muster stations.
15. May participate in a variety of activities associated with Shore Excursions, Cruise
Programs and/or the Sports Deck.
16. Prepares a variety of reports and letters utilizing personal computer system and
equipment.
17. Attends meetings, training activities, courses and all other work-related activities
as required.
18. Performs related duties as required. This position description in no way states or
implies that these are the only duties to be performed by the shipboard employee
occupying this position. Shipboard employees will be required to perform any
other job-related duties assigned by their supervisor or management.

QUALIFICATIONS

Minimum hiring, language and physical requirements to perform the job.
Hiring Requirements:

Bachelor’s degree in education, recreation or related field from an accredited university or
college or the international equivalent.

Three to five years experience working with large groups of youths ages 6 months -17
years.

Experience working in school sponsored youth groups, YMCA, camps or similar
positions preferred.

Infant and child CPR certification and life saving certification from the American Red
Cross or similar certifying organization preferred.

Ability to mediate, diffuse and/or resolve problems and negotiate resolutions.

Ability to design creative activities while containing costs.

Working knowledge of computers, internet access and the ability to navigate within a
variety of software packages such as Excel, Word and Power Poin
Internal Candidate Requirements:
In addition to the stated hiring requirements, internal candidates are required to fulfill the
following:
Completion of one full contract with a performance rating of satisfactory
or above.

Language Requirements:


Ability to speak English clearly, distinctly and cordially with guests.

Ability to communicate in English tactfully with guests or parents to mediate, diffuse
an/or resolve problems and negotiate resolutions.

Ability to read and write English in order to understand and interpret written procedures.
This includes the ability to give and receive instructions in written and verbal forms and
to effectively present information and respond to questions from guests, supervisors and
coworkers.

Ability to speak additional languages such as Spanish, French or German preferred.

Physical Requirements:
While performing the duties of this job, the shipboard employee is regularly required to stand;
walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or
smell. Specific vision abilities required by this job include close vision, distance vision, color
vision, peripheral vision, depth perception, and ability to adjust focus.
All shipboard employees must be physically able to participate in emergency life saving
procedures and drills. Full use and range of arms and legs as well as full visual, verbal and
hearing abilities are required to receive and give instructions in the event of an emergency
including the lowering of lifeboats. Ability to lift and/or move up to 50 pounds

Cruise Staff 


POSITION SUMMARY

Hosts and participates in shipboard recreational, entertainment and social programs geared
towards adults and families. Serves as master of ceremonies to motivate, inform and entertain
small and large groups of guests throughout their cruise vacation.

ESSENTIAL DUTIES AND RESPONSIBILITIES

All duties and responsibilities are to be performed in accordance with Royal Caribbean
International’s Gold Anchor Standards, SQM standards, USPH guidelines, environmental, and
safety policies.
Each shipboard employee may be required to perform all functions in various venues and
throughout the ship.
In accordance with Royal Caribbean International’s philosophy 1. of Anchored
inExcellence , each employee conducts oneself in a professional and courteous manner
at all times. This consists of physical and verbal interactions with guests or fellow
shipboard employees and/or in the presence of guest contact and crew areas.
2. Maintains continual interaction with the guests. Hosts and participates in adult and
family recreational programs and activities.
3. Participates in embarkation and debarkation procedures by disseminating information,
and directing and escorting guests to staterooms and or exits.
4. Socializes with guests in public areas at all times in accordance with Royal Caribbean
International’s Gold Anchor Standards. Visits guest lounges at specified times to
converse with as many guests as possible in the time allotted.
5. Attends Captain’s Cocktail Party and Welcome Back Party to provide introductions,
collect invitations, socialize and coordinate the flow of the reception line.
Participates in greeting and directing guests on and off the gangways 6. when the ship has
arrived in the ports of call.
7. Participates and hosts Family Activities creating an atmosphere welcome to guests of
all ages.
8. Assist Explorations at the front desk, back office ticket processing, and dispatching
tours when necessary dependant on ticket sales.
9. Instructs and participates in the ShipShape Program or Sports Court activities on
Voyager class ships, by instructing, organizing or facilitating various activities and/or
tournaments. May serve as master of ceremonies for the activities.
10. Participates in shows and events presented by the Cruise Director’s Division by taking
part in skits, and/ or simple dance routines. Instructs, organizes or facilitates various
activities and/or tournaments. May serve as master of ceremonies for activities. This
includes, but is not limited to: the Welcome Aboard Show, Farewell Show, Cruise Staff
Cocktail Shows, Captain’s cocktail reception, Crown & Anchor Club, island activities,
etc. Voyager class ships events include Royal Promenade and Studio B; Ultra Voyager
class ships include FlowRider.
11. Participates as master of ceremonies or host for special group functions such as, but not
limited to, charters, affinity, promotional, incentive, presentations, and various theme
night arrangements.
12. Operates spotlight equipment for production shows according to instructions as needed,
when stage staff are required to perform duties backstage. Attends mandatory rehearsals
as required. Assists in the coordination of audio or visual equipment for events as
needed.
13. Performs stilt walking for parades on Voyager and Ultra Voyager class ships as
necessary.
14. Assembles and disassembles pre and post activity props and equipment. Returns items
to storage area.
15. Maintains inventory of various prize lockers, office supplies and consumable items
utilized in the backstage areas. Coordinates with the Cruise Programs Administrator,
Central Stores and Provision area when requisitioning supplies.
16. Attends meetings, training activities, courses and all other work-related activities as
required.
17. Performs related duties as required. This position description in no way states or
implies that these are the only duties to be performed by the shipboard employee
occupying this position. Shipboard employees will be required to perform any other
job-related duties assigned by their supervisor or management.

QUALIFICATIONS

Minimum hiring, language and physical requirements to perform the job.
Hiring Requirements:
Two years master of ceremonies or professional entertainment (theatre, o music, dance,
comedy, etc.) experience with resorts, cruise lines, entertainment or recreational
industries required.
o Ability to provide a special talent or skill as a personal specialty class for activity
planner preferred. Activity class offerings preferred: dance instruction, craft classes,
fitness classes, singing, etc.
o Ability to capture and manage the attention of a large group of people with microphone
effective and courteous microphone techniques. Experience on a microphone required.
o Ability to provide basic instruction to a large group of people.
o Ability to utilize customer service skills by exercising authority and discretion to satisfy
guests in a manner consistent with Royal Caribbean International’s Gold Anchor
Standards.
o Working knowledge of computers, internet access, and the ability to navigate within a
variety of software basic packages.
o Completion of high school or basic education equivalency required.
o Degree from a college or university in the theater, performance or dance preferred.
Internal Candidate Requirements:
In addition to the stated hiring requirements, internal candidates are required to fulfill
the following:
o One full year experience with the company in original position hired for.
o Meet expectations on most current evaluation onboard.
Language Requirements:
o Ability to speak English clearly, distinctly and cordially with guests.
o Ability to read and write English in order to understand and interpret written
procedures. This includes the ability to give and receive instructions in written and
verbal forms and to effectively present information and respond to questions from
guests, supervisors and co-workers.
o Ability to speak additional languages such as Spanish, Portuguese, Italian, French or
German preferred and taken preferably to European itineraries. Language aptitude
testing may be requested. Fluency must be at a level to host activities and socialize with
audiences of guests.


Physical Requirements:
Must be physically fit and able bodied enough to be trained to perform o stilt walking in
the parades onboard.
o While performing the duties of this job, the shipboard employee is regularly required to
stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear;
and taste or smell. The employee must frequently lift and/or move up to 50
pounds. Specific vision abilities required by this job include close vision, distance
vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
o All shipboard employees must be physically able to participate in emergency life saving
procedures and drills. Full use and range of arms and legs as well as full visual, verbal
and hearing abilities are required to receive and give instructions in the event of an
emergency including the lowering of lifeboats. Ability to lift and/or move up to 50
pounds. 

POSITION SUMMARY - IT SUPPORT 

Assists in the IT Operations onboard the vessel supporting all Hotel related computer equipment, with a particular focus on, but not limited to, Guest Stateroom telephone and interactive television equipment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

All duties and responsibilities are to be performed in accordance with Royal Caribbean International’s Gold Anchor standards, SQM standards, USPH guidelines, environmental, and safety policies.

Each shipboard employee may be required to perform all functions in various service venues and throughout the ship.

1. In accordance with Royal Caribbean International’s philosophy of Anchored in Excellence, each employee conducts oneself in a professional and courteous manner at all times. This consists of physical and verbal interactions with guests or fellow shipboard employees and/or in the presence of guest contact and crew areas.
2. Works closely with the Marketing & Revenue Manager to ensure that training classes at the Internet Café are adequately supported for all guests' needs.
3. Provides support for all internet cafe in-stateroom certified applications. Answers, evaluates, and prioritizes requests for assistance from users experiencing problems with Internet Cafe in-stateroom hardware, software, networking, and other computer-related technologies. Interviews user to collect information about the problem and performs diagnostic procedures to determine the source of error.
4. Determines whether internet cafe in-stateroom problem is caused by hardware such as modem, printer, cables, etc. Handles problem recognition, research, isolation, resolution and follows-up for routine user problems through the established Help Desk procedure via the GWI Help Desk software. In case of escalation, problem ticket should be routed to the IT supervisor. Logs and tracks issues using problem management database, and maintains history records and related problem documentation. Prepares standard statistical reports, such as help desk incident reports. Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate. Installs personal computers, software, and peripheral equipment.
5. Assembles and configures basic network components and associated services. Sets up and maintains basic network operations, including assembly of network hardware. Performs basic network troubleshooting to isolate and diagnose common network problems. Upgrades basic network hardware and software components as required. Installs, upgrades and configures network printing, directory structures, rights, security, software and files services. Provides users with network technical support. Responds to needs and questions of users concerning their access of network resources. Installs and tests necessary software and hardware. Performs scheduled maintenance as required.
6. Installs, upgrades and configures internet cafe in-stateroom printing, provides users with network technical support. Responds to needs and questions of users concerning their access of network resources. Installs and tests necessary software and hardware.
7. Performs scheduled and preventative maintenance on all hardware and software as required, with a primary focus on maintaining the Internet Café in-stateroom equipment.
8. Ensures all Internet Café in-stateroom hardware is re-imaged and updated with the latest anti-virus applications when it is required.
9. Ensures all PC’s have software installed as per Shipboard Operations database (SBO).
10. Notifies the IT supervisor about any hardware or software issues that can not be resolved onboard.
11. Runs and prepares required reports and metrics from a variety of systems, as requested.
12. Participates in the computer set-up and breakdown for embarkation processing.
13. Attends meetings, training activities, courses and all other work-related activities as required.
14. Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the shipboard employee occupying this position. Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management.

QUALIFICATIONS
Minimum hiring, language and physical requirements to perform the job.

Hiring Requirements:
• Bachelor’s degree in computer science, or related field from an accredited college or
• university or the international equivalent preferred.
• Obtain certification through CompTIA's A+ (validates the latest skills needed by today’s
• computer professionals) & Network+ (validates the knowledge and skills of network professionals).
• Ability to conduct basic LAN and/or WAN troubleshooting diagnostics.
• Knowledge of principles and processes for providing customer and personal service including needs assessment, problem resolution and achievement of quality service standards.
• Ability to work positively and cooperatively in a diverse team environment to meet overall established time frames for the entire IT operation.
• Minimum six months experience in a user contact network help desk position along with desktop support experience in a Windows environment is preferred.
• Ability to communicate politely to other co-workers, management, and guests to resolve problems and negotiate resolutions.
• Ability to operate basic office equipment, including telephones, computers and copy machines.
• Working knowledge of computers, internet access, and the ability to navigate within a variety of software packages such as word processing, spreadsheets, and presentations.

Internal Candidate Requirements:
In addition to the stated hiring requirements, internal candidates are required to fulfill the following:
• Complete at least one (1) contract in candidate's current position with a Meets Expectations (or above) shipboard evaluation.
• Successfully passing an IT technical assessment at the direction of the IT Infrastructure and Operations Manager / Network Infrastructure Manager (Based on sample questions provided by Shoreside IT).

Language Requirements:
• Ability to speak English clearly, distinctly and cordially with guests.
• Ability to read and write English in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.
• Ability to speak additional languages such as Spanish, French or German preferred.

Physical Requirements:
• While performing the duties of this job, the shipboard employee is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The employee must occasionally/frequently/continually lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

• All shipboard employees must be physically able to participate in emergency life saving procedures and drills. Full use and range of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats. Ability to lift and/or move up to 50 pounds.

Security


Position Description
Position Title: Security Guard

POSITION SUMMARY
The Security Guard is responsible for the control of entry to the ship during Gangway Operations and the
screening process as described in the Security Manual in SQM. Actual times to be detailed by ships
routines.
The Security Guard will patrol the ship during the night time hours and implement the Master’s Rules
and Regulations. He/she is under the supervision of the Watch keeping Officer while acting as a
Response Guard or while on the ship's safety rounds. The Chief Officer Safety and/or Security
Officer/Deputy Security Officer and Security Supervisor will be on call to assist him/her should an
occasion arise.

ESSENTIAL DUTIES AND RESPONSIBILITIES
All duties and responsibilities are to be performed in accordance with Royal Caribbean International’s
The Royal Way, SQM standards, USPH guidelines, environmental, and safety policies.
Each shipboard employee may be required to perform all functions in various service venues and
throughout the ship.
In accordance with Royal Caribbean International’s philosophy of Anchored in 1. Excellence , each
employee conducts oneself in a professional and courteous manner at all times. This consists of
physical and verbal interactions with guests or fellow shipboard employees and/or in the presence of
guest contact and crew areas.
2. He/She shall complete the familiarization form of Chapter 2 according to the established procedures.
3. The Security Guard shall have an understanding of the Safety and Quality Management Program
including responsibilities related to the Emergency Plan and Station Bill. An excellent understanding
of the Master's Rules and Regulations and the Company’s Policy and a thorough knowledge of the
Security manual are essential for this position.
4. The Security Guards working hours should be adjusted as appropriate to the ship's routine. He/She
shall monitor the day/night security and prepare a log of activities during the night time hours for
presentation to the Security Officer. The Security Officer will produce a Night Report from this log
for presentation to prescribed ship's management.
The Security Guard shall be familiar with all duties regarding the safety rounds 5. and the gangway
security. (See Security Manual for specific instructions.)
6. The Security Supervisor shall, through his/her observations, preserve the safety of the vessel,
passengers, and the crew.
7. During Safety Rounds the Security Guard shall always be alert and follow the designated procedures.
He/She may be the first person to arrive at the scene of an incident or a fire, and will have to assess a
situation and act accordingly until help arrives.
8. The situation will dictate any action taken by the Security Guard. In the case of a fire alarm, the
Security Guard will respond immediately to the location of the alarm. He/She will then be
responsible for making quick decisions based on previous instructions and experience.
9. The Security Guard shall immediately inform the Duty Officer on the Bridge and any other
concerned Officer of any incident which has occurred.
10. The Security Guard shall always be alert to take emergency action with any situation. The Security
Guard shall be familiar on the use and the location of all safety related equipment as outlined on the
familiarization form of Chapter 2.
11. If an "Alpha Alpha Alpha" occurs, the Security Guard shall follow the established procedures as
described in the appendices.
12. The Security Guard is otherwise instructed to be an additional spotter around the vessel for any type
of problems, being passenger, crew or ship related. The Security Guard shall report immediately any
unusual incidents or situations. He/She shall also report if any abuse of ship's property or abuse of
Shipboard regulations takes place.
13. He/She shall be familiar with the procedures of solving passenger complaints.
14. Security Guards shall conduct frequent security inspections on the crew quarters during his/her duty
hours.
15. The Security Guards shall attends meetings, training activities, courses and all other work-related
activities as required Perform related duties as required.
16. This position description in no way states or implies that these are the only duties to be performed by
the shipboard employee occupying this position. Shipboard employees will be required to perform
any other job-related duties assigned by their supervisor or management

QUALIFICATIONS
Minimum hiring, language and physical requirements to perform the job.
Hiring Requirements:
 Candidates are required to have four (4) years experience in at least one of the following areas; Army
/Maritime/Aviation/Police or Hotel Security environment. The Security Guard should have
experience in physical security with special emphasis on access control, security screening methods,
security screening equipment operation and training ability (x-ray, metal detector,
explosives/narcotics detection).
 The Security Guard must have the ability to operate in a multinational environment.
 Organizational skills combined with literacy and basic knowledge of computers is preferred for this
position.
 He will hold the STCW 95 required Basic Safety Training. They will be thoroughly versed in, and
familiar with, the operation and handling of all related security screening and emergency equipment
used on board the ship.
He should have prior knowledge  of the ISPS code.
Internal Candidate Requirements:
In addition to the stated hiring requirements, internal candidates are
required to fulfill the following:
 Completion of one contract with a performance rating of satisfactory
or above.
Language Requirements:
 Ability to speak English clearly, distinctly and cordially with guests.
 Ability to read and write English in order to understand and interpret written procedures. This
includes the ability to give and receive instructions in written and verbal forms and to effectively
present information and respond to questions from guests, supervisors and co-workers.
 Ability to speak additional languages such as Spanish, French, Italian, Portuguese, German or any
other language is preferred.
Physical Requirements:
 While performing the duties of this job, the shipboard employee is regularly required to stand; walk;
use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The
employee must occasionally/frequently/continually lift and/or move up to 50 pounds. Specific vision
abilities required by this job include close vision, distance vision, color vision, peripheral vision,
depth perception, and ability to adjust focus.
 All shipboard employees must be physically able to participate in emergency life saving procedures
and drills. Full use and range of arms and legs as well as full visual, verbal and hearing abilities are
required to receive and give instructions in the event of an emergency including the lowering of
lifeboats. Ability to lift and/or move up to 50 pounds.

GUEST SERVICE AGENT  

Position Title: Guest Services Officer (GSO1) 1 Stripe
Reports to: Front Desk Manager 5/6 Contract

POSITION SUMMARY
The Guest Services Officer will be responsible for ‘Delivering the Wow’ while demonstrating
exemplary problem resolution skills to our guests at all times. Actively listens and extends
assistance in order to resolve all guest issues and concerns. A strong guest satisfaction
disposition is mandatory, a people person, with a great sense of humor. The Guest Services
Officer must possess outstanding hospitality, focused customer service, strong communication
and organizational skills and effective decision-making abilities. Maintaining a high level of
professional appearance and demeanor at all times. Enhances department and company
reputation by accepting ownership for accomplishing new and different requests, exploring
opportunities to add value to job accomplishments.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Royal Caribbean International expects each shipboard management team member to relentlessly
exemplify the principles of the Anchored in Excellence Credo to all team members. In addition,
all duties and responsibilities are to be performed in accordance with Royal Caribbean
International’s The Royal Way, SQM standards, USPH guidelines, environmental, and safety
policies.
1. In accordance with Royal Caribbean International’s philosophy of Anchored in Excellence ,
each employee conducts oneself in a professional and courteous manner at all times. This
applies to physical and verbal interactions with guests or fellow shipboard employees and/or
in the presence of guest contact and crew areas.
2. Greets all guests immediately with a friendly and sincere welcome. Uses a positive and clear
speaking voice, taking the time to understand all requests in detail. Responds to escalated
guest concerns in a considerate, professional and positive manner by showing empathy and
listening actively.
3. Always ‘Looking the Part’ the Guest Services Officer plays a key role in being the first
impression for the brand and our guests. Through effective ownership and by taking initiative
to ‘Own the Problem’ the Guest Services Officer will whenever possible seek to take
accountability for delivering outstanding problem resolution.
4. Responsible for being a determined and focused performer in a team of empowered Guest
Services professionals who will strive to deliver focused and extraordinary customer service
in accordance to Guest Services Vision and Mission Statement. Taking ownership and
accountability for reacting to guest feedback and requests effectively and efficiently. Through
maintaining knowledge of all guest ratings and comments assists in maintaining a culture
throughout the Guest Services team for owning issues and resolving to the full.
5. Maintains current knowledge of all ship’s regular events and special functions by reviewing
all available data in order to provide guests with accurate and up-to-date information to
answer questions and handle any special requests.
6. Provides cash and guest account services at the Guest Services desk such as accepting cash
payments, cashing personal or Traveler’s checks or exchanging foreign currencies. Follows
established procedures to maintain, safeguard, balance and reconcile, assigned cash float.
Assists guests during boarding and departure process, including establishing onboard credit,
selling and printing Explorations! Tickets and closing of guest accounts.
7. Provides all services of the Guest Services desk; including, but not limited to: tracing missing
luggage, baby-sitting arrangements, cash services, safety deposit box service, lost and found
service, printing and issuing of guest Sea Pass cards, and broadcasting ships announcements.
8. Assists guests with immigration and customs procedures and forms.
9. Must practice sound and prudent business sense and high professional ethics at all times.
Maintains guests’ confidence and protects organization reputation by keeping guest and
company information confidential.
10. Attends meetings, training activities, courses and all other work-related activities, as required.
11. Proper telephone etiquette is a key requirement. Must ensure that telephones are answered
promptly using positive and clear English communication, using the guest name at all times
where possible. Responsible for spending time manning the Telecom exchange as deemed
required by the Guest Services Management.
12. Enhances department and company reputation by accepting ownership for accomplishing new
and different requests, exploring opportunities to add value to job accomplishments.
13. Maintains safe, secure, and healthy environment by enforcing organizational standards,
procedures, and legal regulations. Effectively monitors, overseas and makes improvements to
workplace safety within the division and throughout the ship. Attends mandatory crew and
guest safety drills as required, including meetings, training activities, courses and all other
work-related activities.
14. Performs related duties as required. This position description in no way states or implies that
these are the only duties to be performed by the shipboard employee occupying this position.
Shipboard employees will be required to perform any other job-related duties assigned by
their supervisor or management.

QUALIFICATIONS
Minimum hiring, language and physical requirements to perform the job.
Hiring Requirements:
· Minimum one-year experience in a customer contact position within the hotel field or related
industry.
· Minimum one-year cash handling experience, and an understanding of US currency and
exchange rates required.
· Proven customer service skills to interact appropriately with guests in a considerate,
Professional and positive manner by showing concern and listening actively.
· Ability to communicate tactfully with guests, department heads and shipboard
· Employees to resolve problems and negotiate resolutions.
· Ability to operate basic office equipment, including telephones, computers and copy
machines.
· Completion of high school or basic education equivalency preferred.
Internal Candidate Requirements:
In addition to the stated hiring requirements, internal candidates are required to fulfill the
following:
In addition to all of the above, a minimum of 90 days completed within the shipboard operation.
Language Requirements:
· Required to speak English clearly and distinctly.
· Aptitude to read and write English in order to understand and interpret written procedures.
This includes the ability to give and receive instructions in written and verbal forms and to
effectively present information and respond to questions from guests, supervisors and
co-workers.
· Ability to speak additional languages such as Spanish, French, German, Italian, Portuguese,
Chinese, Japanese, Korean, Swedish, Norwegian, or Danish is essential.

Physical Requirements:
While performing the duties of this job, the shipboard employee is regularly
required to stand, walk, use hands to touch, handle, or feel, reach with hands
and arms, talk or hear, and taste or smell. The employee must occasionally
lift and/or move up to 50 pounds. Specific vision abilities required by this
job include close vision, distance vision, color vision, peripheral vision,
depth perception and ability to adjust focus.
All shipboard employees must be physically able to participate in emergency
life saving procedures and drills. Full use and range of arms and legs as well
as full visual, verbal and hearing abilities are required to receive and give
instructions in the event of an emergency including the lowering of lifeboats.
Ability to lift and/or move up to 50 pounds.

INTERNATIONAL AMBASADOR 

Position Description
Position Title: International Ambassador

POSITION SUMMARY

Manages the international program onboard the vessel to provide language assistance and
translation to non-English speaking guests in order for them to understand and enjoy all
aspects of the cruise experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

All duties and responsibilities are to be performed in accordance with Royal Caribbean
International’s The Royal Way, SQM standards, USPH guidelines, environmental and
safety policies. Each shipboard employee may be required to perform all functions in
various venues and throughout the ship.
In accordance with Royal Caribbean International’s philosophy of Anchored in
Excellence , each employee conducts oneself in a professional and courteous manner at all
times. This consists of physical and verbal interactions with guests or fellow shipboard
employees and/or in the presence of guests and in crew areas.
Manages and coordinates the international program throughout all 1. service related
departments onboard the vessel. This includes coordinating the distribution of
in-stateroom materials and all in-language notices prepared for guests.
2. Assists guests with translating spoken passages, documents, and other material
from one language to another. Provides consecutive or simultaneous translation
between languages. As schedule permits visits international guests during dinner
to provide assistance..
3. Prepares all varieties of documents and announcements including the daily Cruise
Compass in the five core languages utilizing the professionally translated copy
deck. Reviews and ensures the accuracy of all materials distributed to guests.
4. of translation and interpretation services for guests requiring language assistance. Answers
inquiries, offers suggestions, and provides descriptive literature in various
languages pertaining to shore excursions, onboard activities, entertainment, etc. as
provided by onboard divisions and Marketing.
5. Identifies shipboard employees who speak other languages which may be required
to assist guests with translation.
6. Makes announcements in the appropriate core languages over the public
announcement system.
7. Serves as host and/or verbal translator for any type of event or activity with a
large number of non-English speaking guests. This includes but is not limited to,
the Welcome Aboard Show, Farewell Show, Cruise Staff Cocktail Shows, out
island activities, charters, affinity, promotional, and incentive groups,
presentations, and various theme night arrangements.
8. Works closely with the Guest Services staff with all aspects of Customs and
Immigration during the embarkation and debarkation process. Conducts
individual or group presentations to international guests regarding the arrival and
departure procedures. Disseminates information, directs and escorts guests to
staterooms and or exits. May provide translation for Customs and Immigration
Officers.
9. Prepares a variety of reports and letters utilizing company's computer system and
equipment.
10. As a member of the Guest Services staff, performs a variety of duties associated
with the department, this does not include responsibilities of cash or securities.
11. Attends meetings, training activities, courses and all other work-related activities
as required.
12. Performs related duties as required. This position description in no way states or
implies that these are the only duties to be performed by the shipboard employee
occupying this position. Shipboard employees will be required to perform any
other job-related duties assigned by their supervisor or management.
other job-related duties assigned by their supervisor or management.

QUALIFICATIONS
Minimum hiring, language and physical requirements to perform the job.
Hiring Requirements:
 Ability to speak, read and write English, with an additional language mix from four
of the following: Spanish, German and French Italian, and Portuguese. A language
proficiency test may be required.
 Customer service experience utilizing multi-languages in a hospitality industry
preferred.
 Proven customer service multi-lingual skills to interact appropriately with guests in a
considerate, professional and positive manner by showing concern and listening
actively.
Ability to communicate tactfully with guests, department heads  and shipboard
employees to resolve problems and negotiate resolutions.
 Ability to utilize customer service skills by exercising authority and discretion to
satisfy guests in a manner consistent with Royal Caribbean International’s The Royal
Way.
 Working knowledge of computers, internet access, and the ability to navigate within a
variety of desktop publishing software packages. A skills test may be required.
 Bachelor’s degree in hospitality management, business administration or related field
from an accredited college, university or the international equivalent preferred.
Language Requirements:
 Ability to speak the languages stated above clearly, distinctly, and cordially with
guests.
 Ability to read and write any combination of English plus 4 languages as stated
above. This includes the ability to give and receive instructions in written and verbal
forms and to effectively present information and respond to questions from guests,
supervisors and co-workers.
Physical Requirements:
While performing the duties of this job, the shipboard employee is regularly required to
stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear;
and taste or smell. Specific vision abilities required by this job include close vision,
distance vision, color vision, peripheral vision, depth perception and ability to adjust
focus.
All shipboard employees must be physically able to participate in emergency life saving
procedures and drills. Full use and range of arms and legs as well as full visual, verbal
and hearing abilities are required to receive and give instructions in the event of an
emergency including the lowering of lifeboats. Ability to lift and/or move up to 50

GROUP COORDINATOR  

Position Description
Position Title: Group Coordinator

POSITION SUMMARY
Coordinates activities and arrangements for group meetings, conferences and functions
by performing the following essential duties and responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES
All duties and responsibilities are to be performed in accordance with Royal Caribbean
International’s The Royal Way, SQM standards, USPH guidelines, environmental and
safety policies.
In accordance with Royal Caribbean International’s philosophy of Anchored in
Excellence , each employee conducts oneself in a professional and courteous manner at all
times. This consists of physical and verbal interactions with guests or fellow shipboard
employees and/or in the presence of guest contact and crew areas.
Maintains desk hours throughout the cruise to meet with group 1. representatives.
Responsible for the scheduling of the Conference Center, Executive Boardroom,
Multi-media room and the Business Services areas.
2. Consults with representatives of client group or organization to plan details such
as number of persons expected, display space desired, and food service schedule,
etc.
3. Resolves conflicts quickly and efficiently and provides alternative arrangements
as needed; calculates additional costs. Cross-sells or up-sells products and
services to compliment the cruise experience while increasing revenue.
4. Maintains constant communication with all department heads to plan function
details such as space requirements, time schedule, food and beverage service,s
tage usage, sound and light, and video requirements. Discussions also include
staff requirements and overtime issues. Keeps Cruise Director informed of all
details and proposed conflict resolutions.
Uses company software, such as AffairWhere, to notify various 5. department heads
of the final group arrangements on a timely basis to ensure adequate preparation
time for successful event execution.
6. Directs workers in preparing banquet and convention rooms and erecting displays
and exhibits, equipment, etc.
7. Inspects rooms and displays for conformance to needs and desires of group.
8. Attends functions to minimize confusion and resolve problems such as space
adjustment and need for additional equipment, food, beverage, etc.
9. Arranges publicity, special functions, and performs other duties to promote
goodwill.
10. Coordinates special shore excursion requirements with Explorations!/Shore
Excursion Manager.
11. Organizes group amenities. Up-sells amenities to enhance the group’s vacation
experience, as appropriate.
12. Confers with the Financial Controller's team to ensure accounts are charged
appropriately for additional products and services not included in the original
proposal. Assists the Financial Controller facilitating timely and complete
payment for onboard services rendered.
13. Attends meetings, training activities, courses and all other work-related activities
as required.
14. Performs related duties as required. This position description in no way states or
implies that these are the only duties to be performed by the shipboard employee
occupying this position. Shipboard employees will be required to perform any
other job-related duties assigned by their supervisor or management.

QUALIFICATIONS
Minimum hiring, language and physical requirements to perform the job.
Hiring Requirements:
 1 year event planning and execution experience in a luxury hotel, convention
center, sales, public relations field or in a related hospitality function.
 Proven customer service skills to build and strengthen relationships.
 Ability to up-sell and cross-sell products and services.
 Ability to pay close attention to detail while coordinating many functions simultaneously.
Ability to communicate tactfully with group representative, department  heads and
shipboard employees to resolve problems and negotiate resolutions.
 Ability to conduct meetings efficiently and in a timely manner.
 Ability to utilize customer service skills by exercising authority and discretion to
satisfy guests in a manner consistent with Royal Caribbean International’s The
Royal Way.
 Ability to perform basic math functions with regard to product and service
pricing.
 Working knowledge of computers with e-mail and business related software
packages such as word processing and spreadsheet applications.
 Completion of high school or basic education equivalency preferred.
Language Requirements:
 Ability to speak English clearly, distinctly and cordially with guests.
 Ability to read and write English in order to understand and interpret written
procedures. This includes the ability to give and receive instructions in written
and verbal forms and to effectively present information and respond to questions
from guests, supervisors and co-workers.
 Ability to speak additional languages such as Spanish, French, Italian, Portuguese,
German, Mandarin, or Japanese preferred.
Physical Requirements:
While performing the duties of this job, the shipboard employee is regularly required to
stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear;
and taste or smell. Specific vision abilities required by this job include close vision,
distance vision, color vision, peripheral vision, depth perception, and ability to adjust
focus.
All shipboard employees must be physically able to participate in emergency life saving
procedures and drills. Full use and range of arms and legs as well as full visual, verbal
and hearing abilities are required to receive and give instructions in the event of an
emergency including the lowering of lifeboats. Ability to lift and/or move up to 50
pounds.

Associate International Ambasador

Tasks / Responsibilities

Position Description
Position Title: Associate International Ambassador
POSITION SUMMARY

This position provides specific language assistance and translation to non-English and
International speaking guests in order for them to understand and enjoy all aspects of the
cruise experience.
As a support role within Guest Services, this position lends assistance to the permanent
International Ambassador where and when needed and as deemed necessary by the Guest
Services Manager.
This position can be extended for the duration or a portion of a season, or on a rotation
basis. If an onboard employee from another area is chosen for this position, they will
revert to their permanent position code onboard after the assignment ends.
The Associate International Ambassadors may also rotate around the fleet as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES
All duties and responsibilities are to be performed in accordance with Royal Caribbean
International’s The Royal Way, SQM Policies and Procedures, USPH guidelines,
environmental, and safety policies. Each shipboard employee may be required to perform
all functions in service various venues throughout the ship.
In accordance with Royal Caribbean International’s philosophy of Anchored in
Excellence , each employee conducts oneself in a professional and courteous manner at all
times. This consists of physical and verbal interactions guests or fellow shipboard
employees and/or in the presence of guest contact and crew areas.
Assist with the International program throughout all service related 1. departments
onboard the ship. This includes and is not limited to:
Provide consecutive or simultaneous interpretation services  for guests
requiring language assistance.
 Must demonstrate a strong written command of the applicable languages to
provide assistance with translations of a variety of documents and
communications for guests; including the daily Cruise Compass, letters and
other collateral materials. Also assists with translations for all other
departments when foreign language translation is needed onboard.
 Review and ensure the accuracy of collateral materials and coordinate the
distribution of in-stateroom materials with the Housekeeping department and
all in-language.
 Translate announcements over the public address system.
 Serve as host and/or translator for any type of event or activity with a large
number of non-English speaking guests. This includes but is not limited to, the
Welcome Aboard Show, Farewell Show, Cruise Staff Cocktail Shows, out
island activities, charters, affinity, promotional, incentive, presentations, and
various theme night arrangements. Voyager class ship events include Royal
Promenade and Studio B.
 Assist the International Ambassador onboard answering inquiries, offering
suggestions, and providing descriptive literature in various languages
pertaining to shore excursions, onboard activities, entertainment, etc.
 Escort guests on shore excursion tours to assist non-English speaking guests.
Utilize opportunity to socialize with guests and available for guest assistance.
 Assist guests with immigration and customs procedures and forms, aspects of
Customs and Immigration during the embarkation and debarkation process.
Conduct individual or group presentations to international guests regarding the
departure and arrival procedures. Disseminates information, directs and
escorts guests to staterooms and or exits. May provide translation for
Customs and Immigration Officers.
2. Must practice sound and prudent business sense and high professional ethics at all
times. Maintains guests’ confidence and protects organization’s reputation by
keeping guest and company information confidential.
3. Perform any duties as set forth by the Guest Services Manager, such as working
the Guest Services desk, liaising with guests, assisting with any established
procedures within the Guest Services division and actively providing support as
the business needs dictate.
4. Attends meetings, training activities, courses and all other work-related activities
as required.
5. Performs related duties as required. This position description in no way states or
implies that these are the only duties to be performed by the shipboard employee
occupying this position. Shipboard employees will be required to perform any
other job-related duties assigned by their supervisor or management.

QUALIFICATIONS
Minimum hiring, language and physical requirements to perform the job.
Hiring Requirements:
Ability to utilize proven multi lingual customer service skills  by exercising
authority and discretion to satisfy guests (some of whom will require high levels
of discretion, patience, tact and diplomacy) in a manner consistent with Royal
Caribbean International’s The Royal Way.
 Ability to speak, read and write clearly, distinctly and cordially in English, plus at
least three additional languages such as Spanish, Italian, French, German or
Portuguese. Additional language mix may also be one of the following: Japanese,
Korean, Finnish, Swedish, Danish, Chinese and Russian. A language proficiency
test may be required
 Ability to read and write English, plus at least two additional languages stated
above, in order to understand and interpret written procedures. This includes the
ability to give and receive instructions in written and verbal forms and to
effectively present information and respond to questions from guests, supervisors
and co-workers
 Ability to pay close attention to detail.
 Working knowledge of computers with e-mail and business related software
packages such as word processing and spreadsheet applications, knowledge to
operate all office equipment and ability to perform basic math functions with
regard to product and service pricing
 Minimum two years front of house managerial/operational experience in a hotel,
cruise line or hospitality industry related field preferred or Bachelor’s degree in
hospitality management, business administration or related field from an
accredited college, university or the international equivalent preferred.
 Flexibility to manage change and ability to work positively and cooperatively in a
diverse team environment to meet overall established timeframes for the Guest
Services division operation
 Should harbor a flexible outlook towards placement throughout the fleet,
considering changing fleet-wide operational business needs.
the following:
Completion of one contract with a performance rating of satisfactory or above.
Language Requirements:
Ability to speak English clearly, distinctly and cordially  with guests.
 Ability to read and write English in order to understand and interpret written
procedures. This includes the ability to give and receive instructions in written and
verbal forms and to effectively present information and respond to questions from
guests, supervisors and co-workers.
 Ability to speak read and write clearly additional languages such as Spanish, Italian,
French, German or Portuguese. Additional language mix may also be one of the
following: Japanese, Korean, Finnish, Swedish, Danish, Chinese and Russian. A
language proficiency test may be required.

Physical Requirements:
While performing the duties of this job, the shipboard employee is regularly required to stand;
walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or
smell. Specific vision abilities required by this job include close vision, distance vision, color
vision, peripheral vision, depth perception, and ability to adjust focus.
All shipboard employees must be physically able to participate in emergency life saving
procedures and drills. Full use and range of arms and legs as well as full visual, verbal and
hearing abilities are required to receive and give instructions in the event of an emergency
including the lowering of lifeboats. Ability to lift and/or move up to 50 pounds.