Customer Service Excellence Director
The Customer Service Excellence Director plays a vital role in ensuring that guests receive exceptional service onboard. As the top leader of the Guest Relations Department, this individual oversees a team of customer service professionals who provide personalized attention to guests.
Main Responsibilities
* Leading the Guest Service Team by supervising daily operations and ensuring total guest satisfaction.
* Supervising key departmental staff, including Front Desk Manager, Guest Feedback Manager, and Event Coordinator.
* Ensuring guests have a positive experience onboard by analyzing operational challenges and guest issues.
* Overseeing feedback analysis of the Guest Service Department through Medallia.
Key Qualifications
* Possess a strong passion for customer service and guest satisfaction.
* Hold at least 5 years of managerial experience in customer service roles within the cruise industry or luxury hotels.
* Hold a Bachelor's degree in hospitality or possess equivalent shipboard experience in front-of-house positions.
* Demonstrate a full understanding of the NPS metric and a track record of growth in previous employments.
* Be fluent in English (C1) as it is the primary working language.
* Bonus: proficiency in other major languages such as Italian, German, Spanish, Portuguese, French, Russian, Chinese etc.