Guest Service Coordinator - 2026

Guest Service Coordinator

American Cruise Lines, the largest USA flagged cruise line in the United States, is looking to add Guest Service Coordinators to our shipboard team for our 2026 season. American Cruise Lines only operates within the United States and has no more than 200 passenger vessels that create a one-of-a-kind small ship experience. With newly constructed vessels being added to our fleet, it is a great opportunity to join our shipboard management team.

Reporting to the Hotel General Manager, the Guest Service Coordinator (GSC), has high visibility and is an important liaison to identify, receive, and resolve guest issues and opportunities with follow-through, precision, and determination to add “value” at every service opportunity. The GSC will assume a lead role in welcoming, executing service requests, and strengthening relationships with Eagle Society members, VIPs, passengers in service recovery, and passengers in general.

The GSC will maintain office hours to foster rebooking confirmations and support the Hotel Manager in all ship’s office functions (i.e. home office communication, Paycor, etc.). The ideal candidate will exude a natural service passion, solve problems as they arise, and seek to be in the presence of guests at every opportunity.

At American Cruise Lines, we are driven by our values—Optimism, Commitment, Patriotism, and Merit. These values shape our culture, our service, and our people, guiding us as we work together to Share America’s Story on the Finest American Ships.

Responsibilities

Receptionist / Office Assistant (33%)

• Greet guests; answer office phone; and be the first point of contact for guest requests throughout the day.

• Assume lead role in organizing and distributing communication to/from Home Office, including but not limited to: Home Office shipments, Passenger information (Manifests, Transfer requests, Weekly bills, etc.); Crew movement (Crew arrivals, Uniform receipt, etc.); and other duties as assigned.

• Monitor employee timecards throughout the week to ensure the punches are accurate.

• Answer office phone for passenger requests, including Room Service.

• Maintain office supply inventory and coordinate replenishment.

• Alcohol procurement.

Guest Service Agent (33%)

• Personally welcome all Eagle Society, VIP, and special guests upon embarkation and throughout the cruise. Resolve problems and achieve enhanced service “value” at every opportunity.

• Dispatch service requests and follow-up with passengers to ensure timely completion.

• Be visible in cocktail hour and all dining room meals to foster guest relationships.

• Ensure all guest preference items are delivered based on the passenger manifest.

• Track daily service glitches to ensure guests are receiving priority service throughout the remainder of their cruise.

• Coordinate recovery notes and amenities, as needed.

• Facilitate purchase of guest items needed off the ship and sourcing, as appropriate.

• Perform bartending duties as needed with other management personnel

Sales and Rebooking Agent (34%)

• Assume lead role in drafting weekly Rebooking Action Plan with Hotel Manager.

• Process “tentative” and “confirmed” reservations with the Home Office timely.

• Print all reservation paperwork and ensure it is given to the passengers efficiently.

• Coordinate the timing and food / beverage items for the American Experience reception and all follow-up receptions.

• Ensure the adequate inventory of all American Experience promotional items, tent cards, etc. and placement in public spaces.

Qualifications

• Must be 21+ years of age (for alcohol procurement purposes).

• 2 years or more hospitality / restaurant related experience.

• Proficiency in Microsoft Office Suite applications

• Bachelor's Degree is preferred.

• Strong organizational skills and polished oral and written communication skills (English).

• US Coast Guard regulated pre-employment drug test.

• Transportation Worker Identification Credential (TWIC).

• Ability to perform the essential functions of the job with or without accommodation.

Attributes for Success

• Exceptional customer service skills and team-oriented demeanor.

• Sense of urgency in all passenger, crew, and home office requests.

• Highly organized, precise, and can work independently.

• Strong communication skills.

• Ability to multitask and meet changing deadlines.

• Maintains confidentiality.

• Working knowledge of email, scheduling, spreadsheets and presentation software.

Work Schedule

• 7 Days per week while onboard the ship.

• 6-8 weeks working / 1-2 weeks off.

• This is a full-time, exempt position.

Essential Functions

• Ships experience forces from wind, waves, and currents, prompting them to exhibit six distinct motions known as ship motions. The six motions are surge, sway, heave, roll, pitch, and yaw. This position requires the ability to live and satisfactorily perform job duties in an environment that is subject to constant motion.

• Ability to work around 12 hours per day.

• Ability to assist in the event of an on-board emergency by quickly climbing up a ladder, opening, and passing through a 20” diameter hatch.

• Ability to stand for your entire shift.

• Ability to frequently lift up to 20 lbs. and occasionally lift up to 50 lbs.

• Ability to frequently bend, squat and reach.

• Ability to live and work on board a vessel for extended periods of time.

• Ability to use stairs frequently.

Compensation and Benefits

• Competitive daily rate.

• Health, dental, vision, and 401(k) with match.

• Covered Expenses: American Cruise Lines provides travel, room and board, uniforms, and training.

Applicant Acknowledgement

By proceeding to apply for the above position, I acknowledge that I have read and understand the description of the job position for which I am applying, I agree that it accurately reflects the essential functions of the position, and I represent that I can complete the essential functions of the position.

Equal Opportunity Employer

American Cruise Lines is committed to providing equal employment opportunities for all employees and applicants. ‎American Cruise Lines bases all employment decisions on business needs, job requirements, and individual ‎qualifications without regard to protected characteristics, including, but not limited to, race, color, religion, sex (including pregnancy), national origin and citizenship, age (40 and over), disability (including perceived disability), generic information, military service, or any other protected characteristic under applicable federal, state, or local law. ‎This policy applies to all aspects of employment and employment decisions, including, but not limited to, ‎hiring, selection, job assignment, training, compensation, promotion, discipline, termination, and access ‎to benefits.‎

*Job sites across the nation.

**This job description is not intended to be a comprehensive list of the duties and responsibilities of the position and such duties and responsibilities may change without notice