Guest Services Manager

Royal Caribbean Group; Milano; In loco; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

A leading cruise company located in Lombardy is seeking a Guest Services Manager to exceed hospitality standards while ensuring guest satisfaction. The role involves leading a team to deliver exceptional service and monitoring performance indicators, ensuring a positive guest experience and compliance with Customs regulations.

Competenze

• 2-3 years of hotelier experience required.
• Experience in exceeding hospitality standards.
• Comprehensive knowledge of Customs and Immigration policies.

Mansioni

• Lead and deliver an exceptional guest experience.
• Monitor key performance indicators and guest ratings.
• Balance operational needs between Financial and Guest Services divisions.
• Manage group business onboard and evaluate team performance.

Conoscenze

Hotel Director/Hotel General Manager background in a 4- or 5-star hotel

Bilingual abilities (Spanish, Italian, Portuguese, French, German)

Team leadership

Descrizione del lavoro

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 4- or 5-star hotel

2. 2-3 years of hotelier experience

3. Additional languages are an advantage (Spanish, Italian, Portuguese, French, German)

Duties and Responsibilities:

1. Lead and deliver an exceptional guest experience, acting as an ambassador and mentoring other divisions on service standards. Maintain strong rapport with division heads from both Hotel and Marine departments.

2. Lead a team of empowered individuals to deliver focused and extraordinary customer service, taking ownership of guest requests. Monitor key performance indicators, guest ratings, and comments to foster a culture of ownership of the guest experience.

3. Balance operational needs between Financial and Guest Services divisions through effective communication of guest issues to enhance guest comments and ratings.

4. Manage all group business onboard, ensuring the Group Coordinator has the necessary skills, training, tools, and support for consistent service delivery.

5. Assign duties to team members and evaluate their performance through honest feedback to meet high standards.

6. Have comprehensive knowledge of Customs and Immigration policies and procedures. Ensure maximum compliance with internal and external requirements related to guest immigration and clearance.