Guest Services Manager - ITA

Royal Caribbean Group; Bregnano; In loco; EUR 35.000 - 55.000; Tempo pieno

Descrizione del lavoro

A leading company in the cruise industry is seeking a Guest Services Manager to enhance guest satisfaction through exceptional service delivery and effective team management. The role demands strong leadership skills, hospitality experience from 4- or 5-star hotels, and the ability to balance operational needs. Candidates with multilingual skills will be preferred, reflecting the diverse needs of guests.

Competenze

• 2-3 years of hotelier experience.
• Additional languages are an advantage (Spanish, Italian, Portuguese, French, German).

Mansioni

• Lead in delivering exceptional guest experiences and mentor divisions on service standards.
• Manage a team focused on outstanding customer service and key performance indicators.
• Oversee group business onboard, ensuring consistent service delivery.

Conoscenze

Guest Experience

Leadership

Customer Service

Communication

Formazione

Hotel Director / Hotel General Manager background

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 :

• 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.