Mystic Cruises is a leading expedition ocean cruise line that offers an intimate and eco-friendly way to explore some of the most breathtaking destinations in the world. We provide a five-star service that brings our guests up close and personal with the beauty of nature, from Antarctica to the Arctic region, Northern Europe to the Mediterranean. Our ships are designed to sail into landmark cities and small, exclusive ports that larger vessels cannot reach, providing our guests with unforgettable experiences.

At Mystic Cruises, we are committed to environmental sustainability and have implemented innovative technologies on our ships to minimize our impact on the environment. We also believe in the value of our employees and encourage them to share their thoughts and ideas, fostering a culture of creativity and innovation.

If you are passionate about travel, committed to sustainability, and eager to contribute your ideas to a team that values collaboration and innovation, then Mystic Cruises might be the perfect place for you. We are looking for talented individuals who want to be a part of our DNA and help us continue to provide exceptional experiences to our guests. Together Cruising the World! Come join us!

Fleet Service Trainer shall be kknowledgeable, professional, and personable Customer Service Trainer to join our team! The ideal fit for the role will have a strong customer service background with knowledge of various techniques to implement effective training for our team. The key focus of the position is to work with new and existing team members to train them on the fundamentals of good customer service, ensuring excellent service levels are maintained.

Duties/Responsibilities:

• Implement new service training in coordination with the Fleet Training developer & Trainer.
• Review current customer service processes and collaborate with senior management to decide how existing processes could be improved. Focus on dining room & front desk service.
• Work with new hires to train them on the company's customer service procedures and policies.
• Implement new training techniques and apply learning structures to training sessions to maximize the benefit of training sessions for new and existing employees.
• Work with management to discuss and implement various training methods and matrixes.
• Keep a record of who has completed training and when.
• Organize and conduct refreshment training when needed.
• Train all employees on new procedures relating to customer service.
• Strive to improve the companies’ level of customer service in line with service delivery agreements and KPIs.
• In charge of the E-learning platform for all service training related topics
• Liaise with external training providers where required.

Reporting:

• Fleet Training Developer & Trainer

Required Skills/Abilities:

• Good interpersonal skills with the ability to build strong relationships.
• Good listening skills, with high levels of attention to detail
• Strong working knowledge of Microsoft office platforms
• Ability to multi-task and prioritize own workload.
• Able to understand and work in line with SLA’s and KPIs

Education and Experience:

• High School Diploma or above
• Minimum of 3 years previous experience as a customer service training delivery specialist or similar role
• Minimum of 5 years of cruise industry experience
• Strong communication skills, both written and verbal

Physical Requirements:

• Loyal and discrete
• Must be a self-starter, self-motivated and able to work with little supervision.
• Customer service driven.
• Must be willing to travel – 90%
• Able to work from home as required.

Financial Responsibilities

• To be cost conscious with the use of office supplies, printed materials and other consumables;
• To ensure that Company property is maintained properly and treated with respect at all times;

Safety Responsibilities

• To be familiar with the Ship`s Emergency Plan;
• To be aware of Safe Working Practices;

Emergency Duties

• To follow instructions noted on Safety Card;
• To participate in Guest/Crew Lifeboat Drills as per instructions;
• Other safety responsibilities, as assigned, but not limited to the above;
• Take part in safety drills. Team Communication and Meetings;
• To attend orientation and training with the Purser Department every cruise;
• To communicate with the Assistant Purser and Chief Purser on a regular basis.