Position Summary

The Guest Services Manager plays a key role in delivering an exceptional guest experience by leading a team of service professionals and ensuring smooth, efficient, and high-quality operations. This position is responsible for fostering a guest-centric culture, handling service recovery, optimizing operational processes, and maintaining compliance with health and safety standards. The ideal candidate is a strong leader with a passion for service excellence, innovation, and team development in a fast-paced, dynamic environment.

Key Responsibilities

Guest Services Leadership & Team Management

• Lead, mentor, and coach the Guest Services team to deliver outstanding, personalized service.
• Foster a positive, inclusive, and performance-driven team culture.
• Provide continuous training and career development opportunities for staff.

Operational Excellence & Service Delivery

• Oversee the Guest Services Desk, CrewCall Chat, and Telephone Center, ensuring seamless service operations.
• Drive service excellence by implementing best practices and optimizing workflows.
• Promote and integrate company-specific technology to enhance guest interactions and overall satisfaction.

Guest Relations & Issue Resolution

• Take full ownership of guest inquiries, complaints, and service recovery, ensuring timely and effective resolutions.
• Handle escalated guest concerns with professionalism and tact while maintaining brand standards.
• Monitor guest feedback and proactively implement improvements to elevate the guest experience.

Financial & Administrative Oversight

• Ensure accuracy in guest payments, folio management, and financial transactions.
• Maintain compliance with financial policies and procedures related to onboard transactions.

Safety, Health & Compliance

• Ensure compliance with company policies, health and safety regulations, and public health standards.
• Maintain accurate records and uphold safety protocols to protect guests and crew.
• Assist in emergency procedures and contribute to a safe onboard environment.

Skills, Knowledge & Expertise

Leadership & Team Development

• Proven experience leading and managing diverse teams to achieve high performance.
• Strong ability to mentor, develop, and inspire team members to excel in guest service.

Guest Service Excellence

• Genuine passion for delivering exceptional service and creating memorable guest experiences.
• Experience handling service recovery, managing guest complaints, and improving satisfaction.

Operational Knowledge & Adaptability

• Strong understanding of hotel or cruise operations, including front desk management and performance tracking. Previous cruise ship experience preferred.
• Ability to manage change, drive innovation, and implement process improvements.

Compliance & Safety Standards

• Knowledge of public health regulations and safety protocols.
• Ability to maintain a safe, compliant, and efficient work environment.

Contract

• 6:2 Rotation (Rolling contracts of 6 months onboard, followed by 2 months of vacation).
• Single cabin accommodation.