Guest Service Manager

• Responsible for entire Guest Services operation, including day to day running of Guest Services desk, guest embarkation and debarkation, cabin changes, lost luggage and future cruise sales
• Prepare daily reports to Cruise Line head office and Hotel Director
• Act as escalation point within the Guest Service team for guest complaints, to effectively respond and recover, in line with Company standards and to complete guest satisfaction
• Ensure Guest Services team working procedures are carried out in line with Company standards
• Coach and support the Guest Services team on correct handling of guest complaints
• Ensure daily interaction with Guest Services Supervisor and Guest Services Ambassadors and guest comments or concerns are fed back to you for follow up
• Provide feedback to Hotel Director on any guest complaints to ensure effective and timely resolution is achieved
• Host tables as required
• Attend onboard management meeting as requested
• Have an open door policy for all Guest Services colleagues to ensure effective communication that allows colleagues to raise any concerns or issues they face
• Conduct regular team meetings to allow colleagues to provide feedback and offer suggestions in improving team morale and working practices
• Provide a positive working environment be ensuring all colleagues are treated fairly and equally
• Conduct end of contract appraisals for all members of Guest Services department
• Lead by example by following all company policies and procedures are always adhered to
• Any other duties as reasonably requested by Hotel Director

KEY ATTRIBUTES:

• Previous shipboard or hotel experience in similar position
• Fluent in English – must have excellent oral & written communication skills
• Flexibility – must be able to work various times of the day, remain calm under pressure and have a can-do attitude
• Guest and service focused with a positive personality and professional appearance
• Previous shipboard or hotel experience in similar position
• Fluent in English – must have excellent oral & written communication skills
• Flexibility – must be able to work various times of the day, remain calm under pressure and have a can-do attitude
• Guest and service focused with a positive personality and professional appearance