Guest Relations Manager

Silversea; Roma; On-site; EUR 27,000 - 40,000; Full time

Job summary

Silversea is seeking an experienced front desk professional to join our luxury shipboard team. You will oversee reception operations, help guests with requests, and coordinate with other departments to ensure flawless service.

Ideal candidates bring 2-3 years of shipboard experience in a similar role, fluent English, plus an additional language. Knowledge of Fidelio and hotel systems, proactive problem solving, and strong leadership are highly valued.

Qualifications

• 2–3 years shipboard experience in a luxury hotel setting.
• Excellent fluent English (speaking and writing).
• Conversational in an additional language (German, French, Spanish, Mandarin).
• Good working knowledge of Microsoft Office, Fidelio and hotel operating systems.
• Proactive approach to problem solving.
• Sensitivity to cultural differences and ability to work in diverse contexts.
• Strong interpersonal skills with leadership and team development abilities.

Responsibilities

• Provides guests with the highest quality guest services and personalized assistance.
• Ensures guest requests and complaints are responded to promptly and resolved to satisfaction.
• Maintains communication with Hotel Director and other departments across the ship.
• Coordinates, organizes and supervises the front office operations.
• Displays comprehensive knowledge of ship facilities, ports of call and services.
• Organizes and leads training for reception team members to continuously develop service skills.

Skills

Shipboard experience

Fluent English

Additional language

Interpersonal leadership

Problem solving

Tools

Fidelio

Hotel systems

Microsoft Office

Job description

• Preferably 2-3 years Shipboard experience in a similar position and in an International 5 star and luxurious establishment.
• Excellent fluent English (verbal and written). This includes the ability to give and receive instructions in verbal and written forms and to effectively and efficiently engage with guests and crew members. Conversational in an additional language (German, French, Spanish, Mandarin).
• Good working knowledge of Microsoft applications, Fidelio and hotel operating systems.
• Proactive approach to problem solving.
• Sensitivity to cultural differences and the ability to work in a wide variety of cultural contexts.
• Strong interpersonal skills and ability to lead, motivate and develop a culturally diverse work force.

Duties and Responsibilities:

• Provides guests with the highest quality guest services, demonstrating genuine concern for guests wellbeing at all times--Personalized Customer Services.
• Ensures that all guest requests, enquiries and complaints are responded to immediately and are followed up on efficiently and to the guests satisfaction.
• Maintains a high level of communication and feedback with the Hotel Director as well as other departments around the ship.
• Coordinates, organizes and supervises the front office operation.
• Displays a full and comprehensive knowledge of the ships facilities, ports of call and services.
• Organizes and leads training sessions for all reception team members to continuously develop their knowledge, techniques, skills, guest focus and sense of service.