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Delivering Exceptional Guest Experiences as a Service Leader

1 semana atrás

Porto, Porto, Portugal TN Portugal Tempo inteiro

Cruise Academy is committed to providing authentic, real-life insights into the world of maritime training and shipboard recruitment.

We offer MLC Certified training programs, proudly audited and approved by the UK Maritime & Coastguard Agency, ensuring the highest standards in training, recruitment, and compliance.

If you're passionate about delivering exceptional guest experiences, we'd like to hear from you.

About the Role

The Guest Services Manager plays a crucial role in leading a team of service professionals to deliver outstanding, personalized service to our guests.

This position requires a strong leader with a passion for service excellence, innovation, and team development in a fast-paced, dynamic environment.

Main Responsibilities
  • Lead, mentor, and coach the Guest Services team to ensure seamless service operations.
  • Foster a positive, inclusive, and performance-driven team culture.
  • Provide continuous training and career development opportunities for staff.
Servicing Excellence & Operations
  • Oversee the Guest Services Desk, CrewCall Chat, and Telephone Center, ensuring smooth service delivery.
  • Drive service excellence by implementing best practices and optimizing workflows.
  • Promote company-specific technology to enhance guest interactions and overall satisfaction.
Guest Relations & Issue Resolution
  • 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.
Safety, Health & Compliance
  • 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.
Requirements
  • 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.