Guest Services Manager

About the role

The Guest Services Manager is responsible for delivering an exceptional guest experience on a cruise ship, while fostering a positive work environment for the team. The role focuses on operational excellence, training, leadership development and recognizing team performance to exceed hospitality standards.

Key responsibilities

• Lead the delivery of outstanding guest experiences and act as an ambassador to educate other divisions on service standards.
• Maintain strong relationships with division heads from both Hotel and Marine departments.
• Manage a team that responds efficiently to guest requests, monitoring KPIs, guest ratings and comments to drive ownership of the guest experience.
• Balance operational needs between Financial and Guest Services divisions, communicating guest issues to improve overall ratings.
• Oversee group business onboard, ensuring the Group Coordinator has the training, tools and support needed for consistent service delivery.
• Assign duties, provide open feedback, and evaluate team members to uphold high quality standards.
• Ensure compliance with Customs and Immigration policies, driving maximum adherence to internal and external requirements for guest clearance.

Required profile

• Background as a Hotel Director or Hotel 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.