Guest Services Manager

Royal Caribbean Group; Berlin; On-site; EUR 37,000 - 57,000; Full time

Job summary

Royal Caribbean Group is seeking a Guest Services Manager to lead the shipboard guest services operations, delivering an industry-leading vacation experience while embodying The ROYAL WAY (Friendly, Passionate, Committed). This role drives a positive working environment and focuses on training, development, and recognizing team performance.

You will lead from the front to ensure service exceeds guest expectations, working with both shipboard and shore-side teams to resolve issues and maintain

Qualifications

• Minimum two years’ front of house managerial/operational experience in a cruise line (shipboard).
• Ability to deal with guests with discretion, patience, tact and diplomacy.
• Knowledge of principles and processes for providing exemplary customer and personal service.
• Ability to communicate diplomatically with managers, shipboard and shore-side employees to resolve problems.
• Flexibility to manage a dynamic, diverse guest services operation fleet-wide.

Responsibilities

• Lead the shipboard guest services operation and act as the driving advocate for outstanding service.
• Deliver service that goes above and beyond guest expectations.
• Develop and train team members to maintain high hospitality standards.
• Collaborate with shipboard and shore-side teams to resolve issues and ensure guest satisfaction.

Skills

Front of house management

Customer service

Communication

Diplomacy

Leadership

Problem solving

Team coordination

Education

High school diploma or equivalent

Vocational education equivalent

Tools

Microsoft Office

Job description

Being 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.

Hiring Requirements:

• Minimum two years’ front of house managerial/operational experience in a cruise line (shipboard)
• The ability to effectively deal with internal and external guests, some of whom will require high levels of discretion, patience, tact and diplomacy.
• Knowledge of principles and processes for providing exemplary customer and personal service including needs assessment, problem resolution and achievement of quality service standards.
• Ability to communicate diplomatically with managers, shipboard and shore-side employees to resolve problems and negotiate amicable resolution to challenging issues.
• Flexibility to manage, focus, direct and encourage a positive, dynamic, diverse guest services operation by navigating through a changing work environment.
• Should be able to utilize and administer the progressive disciplinary action process through coaching and counseling to improve performance where possible.
• 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. Completion of high school, basic or vocational education equivalency preferred.
• Working knowledge of US cash handling procedures and foreign exchange required. Required to speak English clearly and distinctly.
• Aptitude 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.
• Ability to speak additional languages such as Spanish, French, German, Italian or Portuguese preferred but not essential.

Physical Requirements:

• While 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.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• All shipboard employees must be physically able to participate in emergency lifesaving procedures and drills.
• Full 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.