Guest Services Manager - ITA

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

• Hotel Director/Hotel General Manager background in a 4- or 5-star hotel
• Preferably: With SHIPBOARD Experience
• 5yrs of hotelier experience
• 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