Servicing Excellence in Hospitality
The role of the Guest Services Manager is multifaceted, requiring a professional with exceptional interpersonal skills and a passion for delivering outstanding guest experiences. As a leader within the department, you will be responsible for ensuring the efficient operation of all guest service-related matters, in accordance with established standards.
A key aspect of this position is creating a friendly and welcoming service culture that fosters guest satisfaction and repeat business. This involves working closely with the Shore Excursions Manager to manage the Explorers Desk Team and oversee the Explorers Desk operation. You will also supervise and train Ground Staff involved in embarkation, including check-in procedures and the use of Gabba Devices.
Furthermore, you will maintain open communication with Hotel Departments regarding guest queries, individual requirements, and potential challenges. Your liaison work with the Shore Excursions Manager will ensure a seamless transition between airport and terminal operations for guests arriving on board. Additionally, you will assist guests who need to disembark before the cruise is completed.
As a point-of-contact for guests staying in the Owner Suite, you will strive to meet their expectations at all times. You will also be responsible for managing mid-cruise comment card distribution and demonstrating excellent conflict resolution skills when dealing with challenging guests or situations.
This leadership role demands strong organizational and time management skills, as well as the ability to prioritize tasks effectively. You must be a team player with a positive attitude, able to motivate and inspire your colleagues while adhering to company policies and procedures.
To excel in this position, you should possess a minimum of 2-3 years' experience in a front office or reception management role, preferably with shipboard experience. Fluency in English is essential, along with the ability to communicate effectively both verbally and in writing. Speaking an additional language is advantageous.
You will also require experience in leading multi-cultural teams, being flexible, stress-resistant, and committed to your role. Strong accounting and administration skills are preferred, as well as proficiency in PC-based databases, spreadsheets, and word processing systems. Cash handling and foreign currency exchange experience is necessary.
The ideal candidate will be a charismatic leader with excellent customer service skills, capable of providing comfort and assurance to guests during their stay on board. They will be knowledgeable about Public Health Policies and team building techniques, with a proven track record of success in similar roles.
Your Key Responsibilities:
* Manage the Explorers Desk Team and oversee the Explorers Desk operation
* Supervise and train Ground Staff involved in embarkation
* Maintain open communication with Hotel Departments regarding guest queries and requirements
* Assist guests who need to disembark before the cruise is completed
* Manage mid-cruise comment card distribution
* Demonstrate excellent conflict resolution skills when dealing with challenging guests or situations
Requirements:
* Minimum 2-3 years' experience in a front office or reception management role
* Fluency in English (spoken and written)
* Experience in leading multi-cultural teams
* Strong accounting and administration skills (preferred)
* Proficiency in PC-based databases, spreadsheets, and word processing systems
* Cash handling and foreign currency exchange experience