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Guest Services Manager
2 semanas atrás
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At Cruise Academy, we don't just teach it -we've lived it. Founded in 2017 by seafarers for seafarers, we specialize in maritime training and shipboard recruitment for the global cruise industry.
We tell it like it is -the good, the bad, and the downright exhausting. No sugarcoating, no sales pitch -just real, honest insights from those who've been there. Because you deserve to know exactly what to expect before stepping onboard.
We are MLC Certified and proudly audited and approved by the UK Maritime & Coastguard Agency , ensuring the highest standards in training, recruitment,and compliance.
If you're serious about a career at sea, we'll get you there -the right way.
Position SummaryThe Guest Services Manager plays a key role in delivering an exceptional guest experience by leading a team of service professionals and ensuring smooth, efficient, and high-quality operations. This position is responsible for fostering a guest-centric culture, handling service recovery, optimizing operational processes, and maintaining compliance with health and safety standards. The ideal candidate is a strong leader with a passion for service excellence, innovation, and team development in a fast-paced, dynamic environment.
Key Responsibilities- Lead, mentor, and coach the Guest Services team to deliver outstanding, personalized service.
- Foster a positive, inclusive, and performance-driven team culture.
- Provide continuous training and career development opportunities for staff.
- Oversee the Guest Services Desk, CrewCall Chat, and Telephone Center, ensuring seamless service operations.
- Drive service excellence by implementing best practices and optimizing workflows.
- Promote and integrate company-specific technology to enhance guest interactions and overall satisfaction.
- Take full ownership of guest inquiries, complaints, and service recovery, ensuring timely and effective resolutions.
- Handle escalated guest concerns with professionalism and tact while maintaining brand standards.
- Monitor guest feedback and proactively implement improvements to elevate the guest experience.
- Ensure accuracy in guest payments, folio management, and financial transactions.
- Maintain compliance with financial policies and procedures related to onboard transactions.
- Ensure compliance with company policies, health and safety regulations, and public health standards.
- Maintain accurate records and uphold safety protocols to protect guests and crew.
- Assist in emergency procedures and contribute to a safe onboard environment.
- Proven experience leading and managing diverse teams to achieve high performance.
- Strong ability to mentor, develop, and inspire team members to excel in guest service.
- Genuine passion for delivering exceptional service and creating memorable guest experiences.
- Experience handling service recovery, managing guest complaints, and improving satisfaction.
- Strong understanding of hotel or cruise operations, including front desk management and performance tracking. Previous cruise ship experience preferred.
- Ability to manage change, drive innovation, and implement process improvements.
- Knowledge of public health regulations and safety protocols.
- Ability to maintain a safe, compliant, and efficient work environment.
- 6:2 Rotation (Rolling contracts of 6 months onboard, followed by 2 months of vacation).
