Guest Experience Manager – Luxury Hotel & Shipboard

Royal Caribbean Group; Comunidad de Madrid; On-site; EUR 81,000 - 116,000; Full time

Job summary

Royal Caribbean Group seeks a Guest Services Manager with a hotelier background and shipboard exposure to lead onboard guest services. The role focuses on delivering exceptional guest experiences, mentoring divisions, and maintaining strong rapport with hotel and marine leaders.

Responsibilities include leading a service-driven team, overseeing group bookings, and ensuring compliance with immigration policies and regulatory requirements, while optimizing guest satisfaction and ratings.

Qualifications

• Hotel Director/Hotel General Manager background in a 4- or 5-star hotel.
• Preferably: With SHIPBOARD Experience.
• 5yrs of hotelier experience.
• Additional languages is an advantage (Spanish, Italian, Portuguese, French, German).

Responsibilities

• Lead in delivering exceptional guest experience and mentor other divisions on drivers of standards.
• Manage a team to deliver focused, extraordinary customer service and respond to guest requests.
• Balance operational needs between Financial and Guest Services through effective communication.
• Oversee all group business onboard; support Group Coordinator with training and tools.
• Assign duties; evaluate team performance with constructive feedback.
• Ensure compliance with Customs and Immigration policies and external authorities.

Skills

Hotelier background

Shipboard experience

5+ years experience

Multilingual advantage

Job description

Royal Caribbean Group seeks a Guest Services Manager with a hotelier background and shipboard exposure to lead onboard guest services. The role focuses on delivering exceptional guest experiences, mentoring divisions, and maintaining strong rapport with hotel and marine leaders.

Responsibilities include leading a service-driven team, overseeing group bookings, and ensuring compliance with immigration policies and regulatory requirements, while optimizing guest satisfaction and ratings.