Guest Services Manager (Cruise Ship)

About the role

The Guest Services Manager leads the onboard hospitality team to deliver exceptional guest experiences on a cruise ship. Reporting to senior hotel leadership, the role combines operational oversight with guest‑centric service standards.

Key responsibilities

• Lead and mentor the Guest Services team to ensure outstanding customer service and ownership of guest requests.
• Maintain and improve key performance indicators, guest ratings and feedback, fostering a culture of continuous improvement.
• Coordinate with Hotel and Marine department heads to align service standards and resolve guest issues efficiently.
• Balance operational priorities between financial objectives and guest satisfaction through clear communication.
• Oversee group business onboard, supporting the Group Coordinator with training, tools and information.
• Assign duties, monitor performance and provide honest feedback to uphold high quality standards.
• Ensure compliance with customs and immigration policies, managing guest clearance procedures.

Required profile

• Background as Hotel Director or General Manager on a cruise ship.
• 2–3 years of hotelier experience.
• Multilingual ability is a plus (Spanish, Italian, Portuguese, French, German).

Required skills