Guest Services Manager

Overview

The Guest Services Manager plays a pivotal role in the ship's management team by delivering exceptional guest experiences aligned with The ROYAL WAY values: Friendly, Passionate, and Committed. This individual champions superior hospitality standards and ensures both guest and team satisfaction are met. The role emphasizes fostering a positive and productive working environment, focusing on training, leadership development, and recognizing the performance of the team.

Key Responsibilities and Attributes

• Lead by example and actively advocate for outstanding guest service, exceeding expectations throughout the ship.
• Create and maintain a dynamic, positive atmosphere that supports operational goals, ensuring excellent guest service on board.

Qualifications and Experience

• A minimum of two years managing front of house operations on a cruise ship.
• Proven ability to handle interactions with guests and staff requiring discretion, patience, tact, and diplomacy.
• Understanding of customer service principles including needs assessment, resolving issues, and maintaining quality standards.
• Effective communication skills to negotiate and resolve problems with guests and team members both on board and ashore.
• Adaptability to manage and motivate a diverse guest services team within a changing operational environment.
• Experience in coaching and performance management using structured disciplinary processes.
• Capability to collaborate within a diverse team to meet operational deadlines.
• Willingness to be assigned across different fleet locations as operational needs dictate.
• Proficient computer skills including Microsoft Office and internet navigation.
• Familiarity with US cash handling procedures and foreign currency exchange.
• Clear and fluent English communication skills, both verbal and written, with additional language skills such as Spanish, French, German, Italian, or Portuguese considered advantageous.
• At least a high school diploma or equivalent vocational training.

Physical and Safety Requirements

• Must regularly stand, walk, use hands, reach, talk, hear, and use taste or smell during duties.
• Required visual abilities include near, distance, color, peripheral vision, depth perception, and focus adjustment.
• Must be physically capable of participating in emergency drills and lifesaving procedures.
• Full mobility of arms and legs and full sensory abilities to follow emergency instructions, operate lifeboats, and lift or move up to 50 pounds.