The Guest Services Manager oversees daily front desk operations, leading and supporting a multicultural team to deliver exceptional guest experiences in line with service standards. Responsibilities include managing guest issues, coordinating embarkation/disembarkation, handling financial transactions, and ensuring accurate documentation and reporting. The role also involves supervising training, coaching, and performance management, maintaining guest satisfaction through proactive service recovery, and collaborating with other departments. Tasks include managing VIP services, lost & found, internet support, guest communications, and special events. The manager ensures compliance with public health, safety, and environmental protocols while fostering a warm, efficient, and guest-focused service culture.
Qualifications
- Minimum 2–3 years of experience in front office or reception management, preferably shipboard.
- Completed professional training in hospitality or the service industry.
- Strong computer skills (MS Office; Fidelio Cruise and Micros preferred).
- Experience with cash handling, accounting, and administration tasks.
- Fluent in English with excellent written and verbal communication; additional languages preferred.
- Skilled in complaint resolution and guest service recovery.
- Knowledge of Immigration and Customs regulations.
- Service-oriented, guest-focused, with a professional appearance and impeccable hygiene
- Strong team leadership abilities with multicultural teams.
- Flexible, detail-oriented, able to multitask and work under pressure.
