Guest Services Manager

Royal Caribbean Group; Porto; Presencial; EUR 30 000 - 45 000; Tempo integral

Resumo da oferta

A leading cruise line is seeking a Guest Services Manager for its ship operations. The ideal candidate will have a minimum of two years’ experience in a similar role within hospitality. Responsibilities include delivering exemplary service, training the team, and resolving guest issues effectively. Applicants should be flexible and possess strong managerial skills, with the ability to communicate clearly in English and a preference for additional languages.

Qualificações

• Minimum two years’ managerial experience in hospitality.
• Ability to communicate effectively in English.
• Working knowledge of cash handling and foreign exchange.

Responsabilidades

• Deliver outstanding service to guests.
• Train and lead Guest Services team.
• Resolve guest issues diplomatically.

Conhecimentos

Customer service

Flexibility

Leadership

Communication

Multitasking

Formação académica

High school diploma or equivalent

Ferramentas

Microsoft Office

Descrição da oferta de emprego

Overview

Being a key member of the shipboard management team, the Guest Services Manager possesses a dynamic outgoing demeanor with a passion for delivering an industry leading guest vacation experience while personifying The ROYAL WAY (Friendly, Passionate, and Committed). The 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. Leading by example and from the front of the house, the Guest Services Manager is the ship's driving advocate for delivering outstanding service to our guests that goes above and beyond their expectations.

Hiring Requirements

• Minimum two years’ front of house managerial/operational experience in a hotel, cruise line or hospitality related field preferred.
• The ability to effectively deal with internal and external guests, some of whom will require high levels of discretion, patience, tact and diplomacy.
• Knowledge of principles and processes for providing exemplary customer and personal service including needs assessment, problem resolution and achievement of quality service standards.
• Ability to communicate diplomatically with managers, shipboard and shore-side employees to resolve problems and negotiate amicable resolution to challenging issues.
• Flexibility to manage, focus, direct and encourage a positive, dynamic, diverse guest services operation by navigating through a changing work environment.
• Should be able to utilize and administer the progressive disciplinary action process through coaching and counseling to improve performance where possible.
• Ability to work positively and cooperatively in a diverse team environment to meet overall established timeframes for the Guest Services division operation.
• Should harbor a flexible outlook towards placement throughout the fleet, considering changing fleet-wide operational business needs.
• Working knowledge of computers, internet access, and the ability to navigate within a variety of software packages such as Microsoft Office.
• Demonstrates a working knowledge to operate all office equipment. Completion of high school, basic or vocational education equivalency preferred.
• Working knowledge of US cash handling procedures and foreign exchange required. Required to speak English clearly and distinctly.
• Aptitude to read and write English to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.
• Ability to speak additional languages such as Spanish, French, German, Italian or Portuguese preferred but not essential.

Physical Requirements

• While performing the duties of this job, the shipboard employee is regularly required to stand, walk, use hands to touch, handle, or feel, reach with hands and arms, talk or hear, and taste or smell.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• All shipboard employees must be physically able to participate in emergency lifesaving procedures and drills.
• Full use and range of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats and ability to lift and/or move up to 50 pounds.