Guest Relations Manager

Silversea; Comunidad de Madrid; Presencial; EUR 42.000 - 62.000; Jornada completa

Descripción de la vacante

Silversea invites applications for a front office professional aboard our luxury cruise ships. You will oversee guest services, coordinate front office operations, and maintain communication with hotel director and departments.

Requirements include 2–3 years shipboard experience, exceptional spoken and written English, and proficiency with Fidelio and Microsoft Office. The role demands cultural adaptability and strong leadership to train and motivate a diverse reception team.

Formación

• 2–3 years shipboard experience in a similar position.
• Fluent English; additional language is a plus.
• Strong guest service focus and cultural sensitivity.
• Proficient in Fidelio and other hotel operating systems.
• Able to lead and train a diverse front desk team.

Responsabilidades

• Provides guests with highest quality guest services and personalised attention.
• Ensures guest requests and complaints are handled promptly and to satisfaction.
• Maintains communication with Hotel Director and other departments.
• Coordinates, organizes and supervises the front office operation.
• Causes and conducts training sessions for reception team members.

Conocimientos

Shipboard experience

Excellent English

Multilingual capability

Microsoft Office

Fidelio system

Interpersonal leadership

Herramientas

Microsoft Office

Fidelio Hotel OS

Descripción del empleo

Qualifications:

• SHIPBOARD Employment
• Preferably 2-3 years Shipboard experience in a similar position and in an International 5 star and luxurious establishment.
• Excellent fluent English (verbal and written). This includes the ability to give and receive instructions in verbal and written forms and to effectively and efficiently engage with guests and crew members. Conversational in an additional language (German, French, Spanish, Mandarin).
• Good working knowledge of Microsoft applications, Fidelio and hotel operating systems.
• Proactive approach to problem solving.
• Sensitivity to cultural differences and the ability to work in a wide variety of cultural contexts.
• Strong interpersonal skills and ability to lead, motivate and develop a culturally diverse work force.

Duties and Responsibilities:

• Provides guests with the highest quality guest services, demonstrating genuine concern for guests wellbeing at all times--Personalized Customer Services.
• Ensures that all guest requests, enquiries and complaints are responded to immediately and are followed up on efficiently and to the guests satisfaction.
• Maintains a high level of communication and feedback with the Hotel Director as well as other departments around the ship.
• Coordinates, organizes and supervises the front office operation.
• Displays a full and comprehensive knowledge of the ships facilities, ports of call and services.
• Organizes and leads training sessions for all reception team members to continuously develop their knowledge, techniques, skills, guest focus and sense of service.