Guest Services Manager - UK

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

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.

Qualifications

• 1. Hotel Director/Hotel General Manager background in a cruise ship
• 2. 2-3yrs of hotelier experience (shipboard)
• 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