Guest Services Manager (Cruise Ship)

About the role

The Guest Services Manager leads the delivery of an exceptional guest experience on board a cruise ship, fostering a positive work environment and driving operational excellence. This role combines leadership, training, and performance recognition to ensure both guests and team members are fully satisfied.

Key responsibilities

• Act as an ambassador for guest service standards, coaching other divisions and maintaining strong relationships with Hotel and Marine department heads.
• Lead a team of empowered individuals, ensuring swift and high‑quality responses to guest requests while monitoring key performance indicators, guest ratings and comments.
• Balance operational needs between Financial and Guest Services divisions, communicating guest issues to improve overall service ratings.
• Oversee all group business onboard, equipping the Group Coordinator with the necessary skills, training and tools for consistent service delivery.
• Assign duties, provide open feedback, and evaluate team performance to uphold high quality standards.
• Maintain comprehensive knowledge of customs and immigration policies, ensuring full compliance with internal and external authorities.

Required profile

• Background as a Hotel Director or General Manager on a cruise ship.
• 2–3 years of experience in the hotel industry.
• Additional language skills (Spanish, Italian, Portuguese, French, German) are an advantage.

Required skills

What we offer

• Opportunity to shape guest experiences on a world‑class cruise vessel.
• Collaborative environment with cross‑departmental interaction.
• Professional development in hospitality leadership.