Enrichment Staff

AMERICA’S TEST KITCHEN HOST

The America’s Test Kitchen Host oversees the successful shipboard execution of the partnership with America’s Test Kitchen, serving as the guest facing voice and face of the program.

JOB DESCRIPTION

  1. Serves as the company’s brand ambassador and communicates pertinent information to guests as the voice and face of the cruise
  2. Is visible around the ship and at the gangway. Continually interact with guests
  3. Hosts all major shows and events with the correct messaging, energy and enthusiasm in a way that is consistent with our brand
  4. Hosts parties, functions, local dignitary events and gangway farewells
  5. Arrives early and prepared for each performance. Is set up at least 15 minutes prior to all events and ready to greet guests
  6. Effectively promotes Holland America Line and our brand partners throughout the voyage
  7. Makes PA announcements according to brand standards
  8. Serves as mentor to all guest facing entertainment staff in the following areas; guest relations, brand messaging, microphone technique, stage presence and verbal communications
  9. Is a positive influence on departmental morale and finds opportunities to impact employee retention
  10. Conducts regular one-on-one meetings with Assistant Cruise Director (ACD) to discuss pertinent eGSS comments and ratings and develop action plans
  11. Conducts ACD evaluations in a timely and accurate manner. Uses company performance management processes to address and document any performance shortcomings
  12. Fosters a positive relationship with other departments, also serving as a guest champion in required intradepartmental meetings
  13. Provides industry leading customer service by socializing with guests, anticipating needs and exceeding expectations
  14. Positively represents Holland America Line both on and off the ship
  15. Internalizes and follows all corporate brand standards, Every Times (ETs), approved scripts and show rundowns
  16. Adheres to company uniform and grooming policies; looks professional at all times and sest the standard for the department
  17. Complies with all health, safety and environmental policies, also ensuring direct reports follow company policies
  18. Takes responsibility for company issued equipment
  19. Completes special projects as assigned by the Seattle entertainment department


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DIGITAL WORKSHOP HOST

The Digital Workshop Host oversees the successful shipboard execution of the partnership with Microsoft, serving as the guest facing voice and face of the program.

JOB DESCRIPTION

  1. Dynamically engages guests in the Digital Workshop program in a comfortable and welcoming environment
  2. Executes the Digital Workshop curriculum in its entirety according to established guidelines and expectations
  3. Offers one-on-one guest support between scheduled sessions
  4. Works with onboard vendors to achieve program goals, guest satisfaction and revenue potential
  5. Coordinates with Event Manager the repair of broken equipment and maintenance of Digital Workshop environmental systems
  6. Completes voyage report at the end of each sailing to be sent to dedicated distribution list
  7. Complies with all company operational procedures
  8. Successfully completes all required training programs
  9. Performs ship’s safety functions as required


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EXC GUIDES

The EXC Guides provide a dynamic, fun, and educational experience for guests.

JOB DESCRIPTION

Hosting/Performance:

  • Conduct all events with energy and enthusiasm
  • Promote your program as well as other entertainment activities throughout the voyage
  • Research and manage current information on the ports and areas visited along with other related topics of interest
  • Work with the shore side team to create a high quality PowerPoint to deliver presentations in an exciting and educational way
  • Provide entertaining and informative narration in specified scenic cruising areas
  • Present a combined presentation with Shore Excursions at the start of every cruise and drive revenue through tour recommendations
  • Drive shopping revenue by familiarizing yourself with the approved shops in each port and visiting shops in port (Turkey only)

Programming:

  • Perform a minimum of two (2) presentations on sea days and one (1) on partial sea days
  • Present scheduling options to the Event Manager that are within the programming guidelines
  • Make improvements based on feedback from management and shore side team
  • Prepare and develop PowerPoint presentations based on the itinerary as required
  • Contribute presentations, scripts and photos to the On Location presentation Library
  • Provide dynamic scenic narration
  • Track attendance at all events and submit to management daily

Guest Relations:

  • Provide industry leading customer service
  • Be informed and provide pertinent information to guests as needed
  • Anticipate guest needs and exceed their expectations
  • Serve as the company’s ambassador and positively represent Holland America Line both on and off the ship
  • Greet guests on the gangway/tender dock when in port to answer last-minute questions
  • Hold adequate desk hours (minimum of two hours per day) to answer guest questions
  • Work closely with Shore Excursions to familiarize yourself with tours. Book tours during desk hours with issued iPad
  • Edit and verify all information provided in port maps delivered onboard
  • Attend hotel functions when needed

Policies and Procedures:

  • Comply with all health, safety and environmental policies
  • Adhere to company uniform policy and look professional at all times
  • Read, understand and follow department rules and regulations


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