Cruise Line Guest Relations Manager

GlobalProcure; Al Rayyan; On-site; QAR 164,000 - 237,000; Full time

Job summary

GlobalProcure is seeking a Cruise Line Guest Relations Manager to oversee all guest relations activities aboard our cruise operations. The role focuses on resolving guest complaints, supervising the front desk, and training the guest relations team to provide exceptional service.

Fluency in English is essential, with additional languages a plus; applicants should have a minimum of two years in guest relations within the cruise sector and be comfortable working in a fast-paced environment onboard

Qualifications

• High school diploma or equivalent; degree in hospitality management preferred.
• Minimum of 2 years in guest relations or customer service within cruise industry.
• Excellent English communication; additional languages a plus.
• Strong problem-solving and conflict resolution abilities.
• Ability to work well under pressure in a fast-paced environment.
• Familiarity with computer systems for reservations and data entry.
• Experience in training and supervising staff.

Responsibilities

• Address and resolve guest complaints promptly and professionally.
• Train and supervise the guest relations team to ensure high-quality service.
• Oversee front desk operations including check-in/check-out procedures.
• Maintain accurate records of guest interactions and feedback.
• Collaborate with other departments for seamless guest experience.
• Monitor guest satisfaction via surveys and feedback forms.
• Handle VIP guest requests and needs.
• Assist with scheduling and staffing for front desk and guest relations.

Skills

Communication skills

Conflict resolution

Staff training

Education

Hospitality management degree

Tools

Reservations systems

Job description

Cruise Line Guest Relations Manager

As the Cruise Line Guest Relations Manager, you will be responsible for providing exceptional customer service and maintaining positive relationships with guests on board. Your main duties will include resolving guest complaints, overseeing the front desk operations, and training and supervising the guest relations team.

Responsibilities

• Address and resolve guest complaints in a timely and professional manner
• Train and supervise the guest relations team to ensure high-quality service
• Oversee front desk operations, including check-in/check-out procedures
• Maintain accurate records of guest interactions and feedback
• Collaborate with other departments to ensure a seamless guest experience
• Monitor guest satisfaction levels through surveys and feedback forms
• Handle any special requests or needs from VIP guests
• Assist with scheduling and staffing for the front desk and guest relations team
• Stay up-to-date on company policies, procedures, and regulations

Requirements

• High school diploma or equivalent; degree in hospitality management or related field is preferred
• Minimum of 2 years of experience in guest relations or customer service role within the cruise industry
• Excellent communication skills in English (additional languages are a plus)
• Strong problem-solving abilities and conflict resolution skills
• Ability to work well under pressure in a fast-paced environment
• Familiarity with computer systems for reservations and data entry
• Experience in training and supervising staff members