Guest Services Manager - UK

Royal Caribbean Group; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

Royal Caribbean Group seeks a Hotel Director/Hotel General Manager for onboard operations. The role emphasizes delivering exceptional guest experiences, steering a high-performing Guest Services team, and aligning hotel operations with shipboard standards.

The ideal candidate has a minimum of five years in hotelier roles, with preference for shipboard experience and additional language skills to engage a diverse guest profile.

Qualifications

• Minimum 5 years of hotelier experience.
• Additional languages are an advantage: Spanish, Italian, Portuguese, French, German.

Responsibilities

• Own and deliver an exceptional guest experience, tutoring other divisions on standards.
• Lead a team to deliver focused, extraordinary guest service and react to guest requests.
• Balance operational needs between Financial and Guest Services through clear communication.
• Manage all group business onboard ensuring skills, tools, and information are provided to the Group Coordinator.
• Assign duties, supervise, and provide feedback to maintain high standards.
• Ensure compliance with Customs and Immigration policies and procedures for guest immigration and clearance.

Skills

Hotelier experience

Shipboard experience

Multilingual

Job description

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

Duties and 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