Guest Relations Manager

Silversea; Madrid; On-site; EUR 35,000 - 55,000; Full time

Job summary

Silversea is seeking a Front Office Supervisor aboard one of its luxury ships, based in Europe. The role requires 2-3 years of shipboard front office experience and excellent command of English; additional languages are a plus as you will interact with guests and crew from diverse backgrounds.

You will supervise front office operations, manage guest requests and complaints, and train reception staff, coordinating with the Hotel Director and other departments across ship facilities and ports of

Qualifications

• Required 2–3 years of shipboard front office experience.
• Excellent spoken and written English; additional language is a plus.
• Able to engage with guests and crew across cultures.

Responsibilities

• Provide guests with high-quality guest services and personalized assistance.
• Respond promptly to requests, inquiries and complaints to guests’ satisfaction.
• Maintain communication with Hotel Director and other departments aboard.
• Coordinate, organize and supervise front office operations.
• Demonstrate knowledge of ship facilities, ports of call and services.
• Organize and lead training sessions for reception team to develop skills.

Skills

Shipboard experience

Fluent English

Multilingual

People leadership

Tools

Microsoft Office

Fidelio

Hotel operating systems

Job description

• 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.