Aquatics Attendant

POSITION SUMMARY:

The Aquatics Attendant is responsible for the delivery of industry-leading hospitality standards within the tours and excursions experience for the Private Destination. This role is accountable for  greeting, assisting, and recommending tours, rentals, and products while maintaining clean, professional, and stocked working areas. The Aquatic Attendant fosters a positive work environment, prioritizes Guest Experience, assists with sales and check-in, answers inquiries, monitors inventory, and upholds Shore Excursions standards. This position requires excellent Guest engagement, upselling skills, concentration, attention to detail, and knowledge of products and services.

All duties and responsibilities are performed following Royal Caribbean International’s Brand Standards, the Royal Way philosophy, Company policies, and SOPs, Public Health, Safety, Security, and Environmental Guidelines.  

This Job Description in no way states or implies that these are the only duties performed by the Destination Team Member occupying this position. All Team Members may be required to perform any other job-related duties assigned by their Supervisor or Management. The nature of this job requires daily interactions with internal and external stakeholders.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Demonstrates excellent customer care skills. Greets Guests, makes them feel welcome and uses selling techniques to generate revenue. Connects with Guests by asking open-ended questions to assess needs and make appropriate suggestions.

• Answers Guests’ questions, delivers clear instructions for tours and activities to Guests including but not limited to, boundaries, routes, safety information, weather concerns, communication procedures, and emergency protocols.

• Provides information about tours, products, merchandise options, and services available on the Private Destination.

• Merchandises and replenishes areas that are running low and maintains proper display appearances by approved Retail Planograms.

• Works in retail areas when scheduled.

• Assists Guests to complete waiver forms accurately.

• Records sales information neat and accurately.  

• Effectively uses handheld devices to take bookings. Ensures Point-of-Sale is reading the correct information. Immediately, troubleshoots any issues with the IT Officer.

• Upsells tours, products, and services effectively. Assists Guests with choosing tours, experiences, and merchandise (sizing, color choices, collecting items from inventory if needed, etc.).

• Maintains general cleaning of all the equipment including, but not limited to, buoy lines, EZ dock, boats, life jackets, snorkel equipment, Day Beds, Sun Loungers, umbrellas, Floating Beach Mats, etc.

• Follows correct sanitization processes of equipment.

• Maintains knowledge of available rescue equipment and its usage and asks for training if needed.  

• Keeps clear and professional communication on the radio channel provided for the operation.

• Sets up and closes working areas as per schedule or instructed by Lead Shore Excursions including sand raking and maintenance of products.  

• Maintains cleanliness and integrity of the assigned position. Adheres to a Company confidentiality agreement.

• Participates in trainings and meetings. Notifies the Manager regarding work schedules and time records.

• Strives to deliver brand standard customer service and always offers solutions to the Guests’ issues and inquiries.

• Acts professionally and always displays a positive attitude while engaging with Guests, Visitors, and Team Members.

• Ensures personal appearance, personal hygiene, and uniform appearance are always by Company policy. Maintains a safe and sanitary environment for Guests and fellow Team Members.

QUALIFICATIONS:

• A High School Diploma or equivalent vocational training is required. Ability to perform basic math functions.

• Minimum one (1) year of experience in a similar role.

• Ability to work positively and cooperatively in a diverse international environment.

• Excellent knowledge of customer service, needs assessment, problem resolution, and achievement of quality service.

• Effective verbal communications skills.

LANGUAGE REQUIREMENTS:

• Ability to speak English clearly, distinctly, and cordially with Guests, Team Members, Contractors, and Vendors.  

• Ability to read and write English, 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, Managers, and Team Members.  

PHYSICAL REQUIREMENTS:

• While performing the duties of this job, the Team Member is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste and smell. The Team Member 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 the ability to adjust focus.  

• All destination Team Members must be physically able to participate in emergency life-saving procedures and drills. Full use/range of motion 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.  

• Must be physically fit.