Guest Relations Manager

Silversea; Greater London; On-site; GBP 26,000 - 38,000; Full time

Job summary

Silversea is seeking a qualified front office supervisor for shipboard operations. The role involves supervising the front desk, coordinating guest services, and ensuring seamless communication with the Hotel Director and other departments across the luxury cruise ship.

The ideal candidate will have 2-3 years of shipboard experience in an international 5-star setting, excellent English, and the ability to train a culturally diverse reception team.

Qualifications

• Shipboard experience in a similar role preferred.
• Excellent fluent English, both written and verbal.
• Conversational in an additional language (German, French, Spanish, Mandarin).

Responsibilities

• Provide guests with high-quality services and personalised assistance.
• Respond to requests, inquiries and complaints promptly to guest satisfaction.
• Maintain communication with the Hotel Director and other departments on the ship.
• Coordinate, organize and supervise the front office operation.
• Display thorough knowledge of ship facilities, ports of call and services.
• Organize and lead training sessions for reception team members to develop skills.

Skills

Shipboard experience

Fluent English

Additional language

Tools

Microsoft applications

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.