Guest Experience Leader on Cruise Ships

Royal Caribbean Group; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

The Royal Caribbean Group seeks a Guest Services Manager to drive outstanding guest satisfaction aboard our ships, cultivating a positive environment and high-performing teams. You will lead a diverse crew, mentor division heads, and ensure consistency of service across Hotel and Marine departments.

Ideal candidates will have hotelier shipboard experience and a proven ability to balance customer service with regulatory compliance, while delivering measurable guest ratings improvements.

Qualifications

• Leads with a guest-first mindset and demonstrates strong leadership
• Manages a diverse hotel team onboard to deliver high service standards
• Collaborates across Hotel and Marine divisions to align guest experience goals

Responsibilities

• Takes the lead in owning and delivering an exceptional guest experience while mentoring other divisions on key drivers of standards
• Leads a team to deliver focused and extraordinary customer service and responds efficiently to guest requests
• Balances operational needs between Financial and Guest Services through clear communication of guest issues to improve guest ratings
• Manages all group business onboard ensuring the Group Coordinator has skills, tools and support for consistent service delivery
• Assigns duties and responsibilities, and provides feedback to maintain high quality standards
• Ensures compliance with Customs and Immigration policies for guest immigration and clearance

Skills

Guest experience leadership

Team management

Cross-functional collaboration

Job description

The Royal Caribbean Group seeks a Guest Services Manager to drive outstanding guest satisfaction aboard our ships, cultivating a positive environment and high-performing teams. You will lead a diverse crew, mentor division heads, and ensure consistency of service across Hotel and Marine departments.

Ideal candidates will have hotelier shipboard experience and a proven ability to balance customer service with regulatory compliance, while delivering measurable guest ratings improvements.