Guest Experience Leader - Luxury Hotel & Shipboard

Royal Caribbean Group; Lombardia; On-site; EUR 70,000 - 100,000; Full time

Job summary

Royal Caribbean Group in Lombardia, Italy seeks a Guest Services Manager with shipboard experience to lead on delivering exceptional guest experiences and to mentor divisions across hotel and marine operations.

The role focuses on steering a motivated team, maintaining high service standards, and ensuring compliance with immigration and internal policies while overseeing group bookings and guest needs during voyage operations.

Responsibilities

• Takes the lead in delivering an exceptional guest experience and mentors divisions on standards.
• Leads a team to deliver outstanding customer service and responds to guest requests; tracks KPIs and guest feedback.
• Balances operations between Financial and Guest Services to optimize guest satisfaction.
• Manages onboard group business, supporting the Group Coordinator with skills, tools and information.
• Assigns duties and evaluates team members through feedback to maintain high standards.
• Ensures compliance with Customs and Immigration policies and external authorities affecting guests.

Job description

Royal Caribbean Group in Lombardia, Italy seeks a Guest Services Manager with shipboard experience to lead on delivering exceptional guest experiences and to mentor divisions across hotel and marine operations.

The role focuses on steering a motivated team, maintaining high service standards, and ensuring compliance with immigration and internal policies while overseeing group bookings and guest needs during voyage operations.