Guest Services Manager - ITA

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 :

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

Duties and Responsibilities :

• Lead in delivering an exceptional guest experience and mentor other divisions on service standards. Foster strong relationships with division heads from both Hotel and Marine departments.
• Manage a team committed to providing outstanding customer service, responding efficiently to guest requests, and maintaining detailed knowledge of key performance indicators, guest ratings, and comments to promote a culture of ownership of the guest experience.
• Balance operational needs between Financial and Guest Services Divisions through effective communication to enhance guest satisfaction and ratings.
• Oversee group business onboard, ensuring the Group Coordinator has the necessary skills, training, and support for consistent service delivery.
• Assign duties, evaluate team members through feedback, and ensure high standards are met.
• Maintain comprehensive knowledge of Customs and Immigration policies and procedures, ensuring compliance with internal and external requirements related to guest immigration and clearance.