Guest Relations Manager

Silversea; Slough; On-site; GBP 30,000 - 52,000; Full time

Job summary

Silversea is seeking an experienced Front Desk/Reception Supervisor for shipboard service with our luxury cruise line. You will lead the front office team, ensure guests receive personalized service, and coordinate with the Hotel Director and other departments aboard the ship.

The ideal candidate has 2–3 years of shipboard experience in international luxury settings, fluent English, and strong leadership and training skills. Knowledge of Fidelio and hotel systems is a plus.

Qualifications

• Excellent fluent English (verbal and written).
• Conversational in an additional language (German, French, Spanish, Mandarin).
• 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 workforce.

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.

Skills

Fluent English

Cultural sensitivity

Interpersonal skills

Leadership & training

Problem solving

Tools

Microsoft applications

Fidelio

Hotel operating systems

Job description

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.