35mo ago

Royal Caribbean - Guest Services Manager

worldwide·ROYAL CARIBBEAN GROUPRemotemid

OtherHospitality & TourismGuest Services Manager

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Quick Summary

Overview

ISMIRA Agency actively recruiting for position GUEST SERVICE MANAGER onboard Royal Caribbean Cruises. The Guest Services Manager Being a key member of the shipboard management team,

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OtherHospitality & TourismGuest Services Manager

What We Offer

~2 min read

✓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 thisposition.

✓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 FinancialController. ETC.

Requirements

~2 min read

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

You can submit your Resume here by pushing APPLY TO POSITION button

If you are not sure what position to apply for, you may instead submit a general application here and we will advise you:

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