Royal Caribbean - Guest Services Manager

The Guest Services Manager Being a key member of the shipboard management team, the Guest Services Manager possesses a dynamic outgoing demeanor with a passion for ‘Delivering the Wow’ through industry leading service while demonstrating exemplary problem resolution skills. The Guest Services Manager continually strives to exceed hospitality industry standards, while ensuring complete guest and team satisfaction. This role establishes and drives a positive working environment and focuses on operational goals where training, leadership, development, and recognizing overall team
performance are paramount. Leading by example and from the front of the house, the Guest Services Manager is the ship's driving advocate for delivering outstanding customer service to our guests that goes above and beyond their expectations each and every time.

BENEFITS:

• Work in Royal Caribbean Cruises Ltd. named one of the Top-Rated Workplaces
• Earn recognition and career advancement opportunities
• Travel around the World
• Experience working with more than 72 nationalities
• Permanent job with contract 6-8 months onboard followed by 60 days of vacation
• Save Money as you do not pay for food and accommodation on board
• Competitive salary (find out when apply)
• Visa fee will be reimbursed on board
• Medical insurance provided during contract

RESPONSABILITIES

• Manages a team that excels in delivering industry leading service to our individual, international and group guests. Encouraged to maintain and further develop strong rapport with Human Resources Manager and Financial Controller.
• Responsible for leading a team of empowered individuals who will strive to deliver focused and extraordinary customer service, taking ownership and accountability for reacting to guest feedback and requests effectively and efficiently.
• Effectively balances operational needs between the Financial and Guest Services Divisions through synergetic communication of guest issues, in order to optimize positive guest comments and ratings of the overall Guest Services operation.
• Mentors, develops and provides both classroom-style and on-the-job training to team members to strengthen their current performance and preparation for succession planning. Elevates the fleet- wide retention rate of employees by encouraging the cross training of Guest Services positions within the division. Strong ability to coach and develop team members on effective problem resolution skills and aptitudes is a key requirement of this
  position.
• Oversees, plans, and administers the Guest Services schedule in conjunction with the shoreside support group. Actively identifies and monitors the scheduling needs of the Guest Services division.
• Effectively manages all group business onboard ensuring that the Group Coordinator has all necessary skills, training, tools, information and support to enable delivery of services and products flawlessly on a consistent basis.
• Develops new ways to enhance and enrich guest interaction and service, either through guests’ one on one interaction or over the telephone with Guest Services.
• Assigns duties and responsibilities to team members. Observes and evaluates team members through open and honest feedback to ensure high quality standards are met.
• Responds to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively.
• The Guest Services Manager is a visible front of house position and uses effective planning and time management skills to properly balance front of house and essential administrative duties, ensuring all operational needs are met.
• Ensures the security and proper management of cash floats issued by the Financial
  Controller. ETC.

• Minimum two years front of house managerial/operational experience in a hotel, cruise line or hospitality industry related field preferred.
• Shipboard Experience is mandatory
• Fluent in English language
  
• Flexibility to manage, focus, direct and encourage a positive, dynamic, diverse guest services operation by navigating through a changing work environment. .
• Ability to work positively and cooperatively in a diverse team environment to meet overall established timeframes for the Guest Services division operation.
• Should harbor a flexible outlook towards placement throughout the fleet, considering changing fleet-wide operational business needs.
• Working knowledge of computers, internet access, and the ability to navigate within a variety of software packages such as Microsoft Office.
• Demonstrates a working knowledge to operate all office equipment.
• Working knowledge of US cash handling procedures and foreign exchange required
• Ability to speak fluently additional language(s) such as Spanish, French, German, Italian, Portuguese, Chinese, Japanese, Korean, Swedish, Norwegian, or Danish.
• Minimum 21 years old.

NOTE: Nationalities that we can process: 🇱🇹 🇱🇻 🇪🇪 🇵🇱 🇺🇦 🇪🇺

For 🇲🇩 🇬🇪 🇧🇾 🇷🇺 additional security / background check may be required


Last updated: March 15, 2024

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https://ismira.breezy.hr/p/c3fb653b09b501-general-application-for-hospitality-positions