Guest Services Manager - POR

Royal Caribbean Group; Lisboa; Presencial; EUR 60 000 - 90 000; Tempo integral

Resumo da oferta

Royal Caribbean Group in Lisbon seeks a Guest Services Manager to lead guest satisfaction aboard ship, elevating service standards and mentoring divisions across Hotel and Marine departments. The role emphasizes training, leadership, and recognizing team performance while balancing guest needs with operational goals.

Ideal candidates have hotelier leadership from a cruise environment, 2-3 years experience, and languages such as Spanish, Italian, Portuguese, French, or German; you will own the

Qualificações

• Background as Hotel Director/Hotel General Manager aboard a cruise ship.
• 2-3 years of hotelier experience are preferred.
• Additional languages constitute an advantage (Spanish, Italian, Portuguese, French, German).

Responsabilidades

• Lead and own an exceptional guest experience across Hotel and Marine divisions.
• Manage a team to deliver focused and extraordinary customer service.
• Monitor KPIs and guest feedback to drive improvements and compliance with policies.

Conhecimentos

Shipboard hotel GM background

Hotelier experience

Multilingual advantage

Descrição da oferta de emprego

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 cruise ship (shipboard)


• 2-3yrs of hotelier experience


• Additional languages is an advantage (Spanish, Italian, Portuguese, French, German)

Duties and Responsibilities:

• 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.


• 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.


• 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.


• 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.


• Assigns duties and responsibilities to team members. Observes and evaluates team members through open and honest feedback to ensure high quality standards are met.


• 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