Guest Services Manager - Cruise Ship

About the role

The Guest Services Manager is a key member of the shipboard management team, responsible for delivering an industry-leading guest vacation experience and embodying the ROYAL WAY (friendly, passionate and committed). The role sets a positive working environment, focuses on operational goals and places training, leadership, development and recognition of team performance at the heart of the job.

Key responsibilities

• Deliver outstanding service to guests, going above and beyond their expectations, and ensure complete guest and team satisfaction.
• Manage, direct and encourage a positive, dynamic and diverse guest services operation in a changing work environment.
• Handle internal and external guests, some of whom need discretion, patience, tact and diplomacy.
• Communicate diplomatically with managers, shipboard and shore-side staff to resolve problems and negotiate amicable solutions.
• Use the progressive disciplinary action process through coaching and counseling to improve performance.
• Work cooperatively in a diverse team to meet the timeframes set for the Guest Services division.
• Be flexible about placement throughout the fleet according to fleet-wide operational needs.

Required profile

• Minimum two years of front-of-house managerial or operational experience on a cruise line ship.
• High school, basic or vocational education equivalency preferred.
• Clear, distinct spoken English; ability to read and write English and follow written procedures.
• Working knowledge of US cash handling procedures and foreign exchange.
• Ability to perform emergency lifesaving procedures and drills, including lifting up to 50 pounds.
• Additional languages such as Spanish, French, German, Italian or Portuguese preferred but not essential.

Required skills

• Knowledge of customer service principles: needs assessment, problem resolution and quality service standards.
• Working knowledge of computers, internet and software such as Microsoft Office.
• Ability to operate office equipment.