Guest Services Manager

Royal Caribbean Group; Milano; In loco; EUR 55.000 - 85.000; Tempo pieno

Descrizione del lavoro

Royal Caribbean Group is seeking a Guest Services Manager onboard to lead guest experience initiatives and manage a diverse team across hotel and marine divisions. You will drive service standards, mentor staff, and ensure smooth operations to exceed guest expectations.

The role requires a strong hospitality background on cruise ships, leadership skills, and the ability to navigate immigration compliance and group handling as needed.

Competenze

• Hotel Director/Hotel General Manager background in cruise line (shipboard).
• 2-3 yrs of hotelier experience.
• Languages: Spanish, Italian, Portuguese, French, German are an advantage.

Mansioni

• Lead in delivering exceptional guest experience and mentor other divisions.
• Manage a team to deliver focused customer service and respond to guest requests.
• Monitor KPIs, guest ratings and comments to drive service culture.
• Coordinate with Hotel and Marine divisions to balance operational needs.
• Assign duties and evaluate team members with feedback to maintain standards.
• Ensure compliance with Customs and Immigration policies and procedures.

Conoscenze

Hotelier experience

Leadership

Multilingual advantage

Formazione

Hospitality management degree

Strumenti

CRM systems

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 cruise line (shipboard)
• 2. 2-3yrs of hotelier experience
• 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