Guest Services Manager - UK

Royal Caribbean Group; Camden Town; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading cruise line company in the United Kingdom is seeking a Guest Services Manager to oversee and enhance guest services operations. The ideal candidate will have a solid background in hospitality management, strong leadership skills, and a passion for customer service excellence. This role involves leading a team, managing guest relations, and ensuring compliance with service standards. Competitive compensation and opportunities for professional development are offered.

Qualifications

• Proven ability to lead teams to achieve exceptional guest experiences.
• Experience in managing guest services operations in hospitality.
• Knowledge of Customs and Immigration policies.

Responsibilities

• Take the lead in delivering an exceptional guest experience.
• Lead and empower a team to react efficiently to guest requests.
• Manage group business onboard ensuring service delivery.

Skills

Customer service excellence

Team leadership

Strong communication

Problem-solving

Education

Hotel Director/General Manager background in a 4- or 5-star hotel

2-3 years of hotelier experience

Job description

Overview

Guest Services Manager continually strives to exceed hospitality industry standards, while ensuring complete guest and team satisfaction. This role establishes and drives a positive working environment and focuses on operational goals where training, leadership, development, and recognizing overall team performance are paramount.

Responsibilities

1. Takes the lead in owning and delivering an exceptional guest experience while embracing an ambassador's role in tutoring other divisions on the key drivers of these standards. Encouraged to maintain and further develop strong rapport with division heads from both Hotel and Marine departments.
2. Responsible for leading a team of empowered individuals who will strive to deliver focused and extraordinary customer service, taking ownership for efficiently reacting to guest requests. Maintain a detailed knowledge of all key performance indicators, guest ratings and comments to establish a culture throughout the Guest Services team for complete ownership of the guest experience.
3. Effectively balances operational needs between the Financial and Guest Services Divisions through synergetic communication of guest issues to optimize positive guest comments and ratings of the overall Guest Services operation.
4. Effectively manages all group business onboard ensuring the Group Coordinator has all the necessary skills, training, tools, information and support to enable consistent delivery of services and products.
5. Assigns duties and responsibilities to team members. Observes and evaluates team members through open and honest feedback to ensure high quality standards are met.
6. Comprehensive knowledge of Customs and Immigration policies and procedures. The Guest Services Manager is the driving force to ensure maximum compliance with all internal requirements and external authorities as it relates to guest immigration and clearance.

Qualifications

1. Hotel Director/Hotel General Manager background in a 4- or 5-star hotel.
2. 2-3 years of hotelier experience.
3. Additional languages is an advantage (Spanish, Italian, Portuguese, French, German).