Guest Relation Manager

Crew Life at Sea; Cape Town; On-site; ZAR 450 000 - 600 000; Full time

Job summary

A premier cruise line is seeking a skilled Guest Relations Manager to ensure exceptional service and satisfaction for guests onboard. Responsibilities include coordinating special requests, resolving complaints, and supervising guest relations staff. Candidates must have a bachelor's degree in Hospitality Management and at least 3 years of relevant experience. The role emphasizes strong communication skills and the ability to work in a dynamic environment.

Qualifications

• Minimum of 3 years of experience in guest relations, preferably in the cruise industry.
• Ability to work in a fast-paced and dynamic environment.
• Willingness to work flexible hours, including weekends and holidays.

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 and anniversaries.

Skills

Strong communication and interpersonal skills

Problem-solving abilities

Organizational and time management skills

Interpersonal skills

Fluent in English

Education

Bachelor's degree in Hospitality Management

Tools

Microsoft Office

Reservation systems

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