PBeing a key member of the shipboard management team, the Guest Services Manager possesses a dynamic outgoing demeanor with a passion for delivering an industry leading guest vacation experience while personifying The ROYAL WAY (Friendly, Passionate, and Committed).
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 service to our guests that goes above and beyond their expectations.
/ppbHiring Requirements: /b /pulliMinimum two years' front of house managerial/operational experience in a cruise line (shipboard) /liliThe ability to effectively deal with internal and external guests, some of whom will require high levels of discretion, patience, tact and diplomacy.
/liliKnowledge of principles and processes for providing exemplary customer and personal service including needs assessment, problem resolution and achievement of quality service standards.
/liliAbility to communicate diplomatically with managers, shipboard and shore-side employees to resolve problems and negotiate amicable resolution to challenging issues.
/liliFlexibility to manage, focus, direct and encourage a positive, dynamic, diverse guest services operation by navigating through a changing work environment.
/liliShould be able to utilize and administer the progressive disciplinary action process through coaching and counseling to improve performance where possible.
/liliAbility to work positively and cooperatively in a diverse team environment to meet overall established timeframes for the Guest Services division operation.
/liliShould harbor a flexible outlook towards placement throughout the fleet, considering changing fleet-wide operational business needs.
/liliWorking knowledge of computers, internet access, and the ability to navigate within a variety of software packages such as Microsoft Office.
/liliDemonstrates a working knowledge to operate all office equipment.
Completion of high school, basic or vocational education equivalency preferred.
/liliWorking knowledge of US cash handling procedures and foreign exchange required.
Required to speak English clearly and distinctly.
/liliAptitude to read and write English to understand and interpret written procedures.
This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.
/liliAbility to speak additional languages such as Spanish, French, German, Italian or Portuguese preferred but not essential.
/li /ulpbr/ppbPhysical Requirements: /b /pulliWhile performing the duties of this job, the shipboard employee is regularly required to stand, walk, use hands to touch, handle, or feel, reach with hands and arms, talk or hear, and taste or smell.
/liliSpecific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
/liliAll shipboard employees must be physically able to participate in emergency lifesaving procedures and drills.
/liliFull use and range of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats and ability to lift and/or move up to 50 pounds.
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