Guest Services Manager
Guest Services Manager
Posted on :
10-02-2025
Employer Active
1 Vacancy
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Job Description
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 highquality operations. This position is responsible for fostering a guestcentric 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 fastpaced 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 performancedriven 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 companyspecific 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.
Employment Type
Full Time
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