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 company’s values of friendliness, passion, and commitment. This role leads the front‑of‑house operation, fostering a positive work environment and ensuring guest and team satisfaction throughout the cruise.

Key responsibilities

• Lead and motivate the Guest Services team, setting performance standards and recognizing achievements.
• Oversee daily front‑of‑house operations, ensuring seamless service delivery to guests.
• Handle guest inquiries, complaints, and special requests with discretion, patience, and diplomacy.
• Administer progressive disciplinary actions, coaching and counseling staff to improve performance.
• Collaborate with shipboard and shore‑side managers to resolve operational issues and negotiate solutions.
• Maintain flexibility in fleet placement and adapt to changing operational needs.

Required profile

• Minimum two years of front‑of‑house managerial or operational experience on a cruise line.
• Strong ability to interact with diverse internal and external guests, requiring high levels of discretion and tact.
• Excellent diplomatic communication skills for problem resolution and negotiation.
• Flexibility to work in a dynamic, diverse environment and adapt to fleet‑wide changes.
• High school diploma or equivalent; vocational education preferred.
• Clear and distinct spoken English; ability to read and write English for procedures.
• Additional language skills (Spanish, French, German, Italian, Portuguese) are a plus.

Required skills

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