Guest Relation Manager

Crew Life at Sea Ltd.; Cape Town; On-site; ZAR 360,000 - 540,000; Full time

Job summary

Crew Life at Sea Ltd. seeks a dedicated Guest Relations professional to manage guest inquiries and elevate onboard experiences on our cruise ships.

The role requires coordinating birthdays, anniversaries, and special events, while supervising a team to ensure exceptional service. The ideal candidate holds a Bachelor's in Hospitality Management, with at least three years in guest relations, strong communication skills, and the ability to travel internationally.

Qualifications

• Bachelor's degree in Hospitality Management or related field.
• Minimum 3 years of experience in guest relations, preferably in cruise industry.
• Strong communication and interpersonal skills.

Responsibilities

• Serve as the primary point of contact for guest inquiries and concerns onboard the cruise ship.
• Handle and resolve guest complaints in a timely and professional manner.
• Coordinate special requests and events for guests (birthdays, anniversaries, celebrations).
• Maintain high guest satisfaction by anticipating needs and addressing issues.
• Develop and maintain relationships with guests to enhance their experience onboard.
• Collaborate with other departments for smooth operations and high-quality service.
• Train and supervise guest relations staff to ensure exceptional service.
• Monitor guest feedback and report to management.
• Stay updated on industry trends to improve guest relations processes.

Skills

Communication

Interpersonal skills

Organizational skills

Problem solving

Education

Bachelor's degree in Hospitality Management

Job description

Key Responsibilities:

- Act as the primary point of contact for all guest inquiries and concerns onboard the cruise ship

- Handle and resolve guest complaints in a timely and professional manner

- Coordinate special requests and events for guests, such as birthdays, anniversaries, and other celebrations

- Maintain a high level of customer satisfaction by anticipating guest needs and addressing any issues that may arise

- Develop and maintain relationships with guests to enhance their overall experience on board

- Collaborate with other departments to ensure smooth operations and high-quality guest service

- Train and supervise a team of guest relations staff to ensure they provide exceptional service to guests

- Monitor guest feedback and provide regular reports to management

- Stay updated on industry trends and best practices to continuously improve guest relations processes and procedures

- Handle any emergency situations and follow company protocols

- Assist with onboard events and activities as needed

- Adhere to and enforce all company policies and procedures

Qualifications:

- Bachelor's degree in Hospitality Management or related field

- Minimum of 3 years of experience in guest relations, preferably in the cruise industry

- Strong communication and interpersonal skills

- Excellent problem-solving and conflict resolution abilities

- Ability to work in a fast-paced and dynamic environment

- Strong organizational and time management skills

- Proficient in Microsoft Office and reservation systems

- Fluent in English, additional languages are a plus

- Willingness to work flexible hours, including weekends and holidays

- Must be able to pass a background check and drug screening

- Must have a valid passport and be able to travel internationally