Guest Services Manager - ITA

Royal Caribbean Group; Milano; In loco; EUR 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

A leading cruise company seeks a Guest Services Manager who excels in hospitality and operational leadership. This role demands a proactive approach to guest satisfaction and team management, with a focus on creating a positive environment for both staff and guests. Candidates should possess a background in hotel management and relevant experience, alongside a passion for delivering exceptional guest services.

Competenze

• 2-3 years of experience in hotel management.
• Additional languages (Spanish, Italian, Portuguese, French, German) are advantageous.

Mansioni

• Lead in delivering an exceptional guest experience and mentor team members.
• Manage group business, ensuring service delivery consistency.
• Evaluate team performance and maintain compliance with Immigration policies.

Conoscenze

Leadership

Customer Service

Communication

Team Coordination

Operational Management

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:

1. Lead in delivering an exceptional guest experience, acting as an ambassador and mentoring other divisions on key standards. Maintain strong rapport with division heads from both Hotel and Marine departments.
2. Lead a team committed to delivering focused, extraordinary customer service. Take ownership of guest requests and maintain detailed knowledge of key performance indicators, guest ratings, and comments to foster a culture of complete guest experience ownership.
3. Balance operational needs between Financial and Guest Services Divisions through effective communication of guest issues to enhance guest comments and ratings.
4. Manage onboard group business, 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. Maintain comprehensive knowledge of Customs and Immigration policies and procedures to ensure maximum compliance with all internal and external requirements related to guest immigration and clearance.