Guest Services Manager

About the role

The Guest Services Manager is a key member of the shipboard management team, responsible for delivering an industry‑leading vacation experience while embodying the Royal Way values of friendliness, passion and commitment. This role leads the front‑of‑house operation, ensuring guest satisfaction and a positive work environment for the team.

Key responsibilities

• Lead and motivate the Guest Services team to exceed hospitality standards.
• Handle guest inquiries, complaints and special requests with discretion, patience and diplomacy.
• Oversee training, coaching and performance management, including progressive disciplinary actions.
• Coordinate with shipboard and shore‑side managers to resolve operational issues.
• Maintain accurate cash handling, foreign exchange transactions and financial records.
• Ensure compliance with company policies, safety standards and quality service procedures.

Required profile

• Minimum two years of front‑of‑house managerial or operational experience on a cruise line.
• High school diploma or equivalent; vocational education preferred.
• Strong English communication skills, both spoken and written.
• Ability to work flexibly across the fleet and adapt to a changing environment.
• Additional language skills (Spanish, French, German, Italian or Portuguese) are a plus.

Required skills

• Proficiency with Microsoft Office and general computer operation.
• Working knowledge of US cash handling procedures and foreign exchange.
• Ability to operate standard office equipment.