Guest Services Manager

3 days ago

Southampton, United Kingdom Royal Caribbean Group Full time

The Guest Services Manager continually strives to exceed hospitality industry standards, while ensuring complete guest and team satisfaction.
This role establishes and drives a positive working environment and focuses on operational goals where training, leadership, development, and recognizing overall team performance are paramount.
Leading by example and from the front of the house, the Guest Services Manager is the ship's driving advocate for delivering outstanding service to our guests that goes above and beyond their expectations.
Qualifications: Minimum two years front of house managerial/operational experience in a hotel, cruise line or hospitality industry related field preferred.
Ability to effectively deal with internal and external guests, some of whom will require high levels of discretion, patience, tact and diplomacy.
Knowledge of principles and processes for providing exemplary customer and personal service including needs assessment, problem resolution and achievement of quality service standards.
Ability to communicate diplomatically with managers, shipboard and shore-side employees to resolve problems and negotiate amicable resolution to challenging issues.
Flexibility to manage, focus, direct and encourage a positive, dynamic, diverse guest services operation by navigating through a changing work environment.
Should be able to utilize and administer the progressive disciplinary action process through coaching and counseling to improve performance where possible.
Ability to work positively and cooperatively in a diverse team environment to meet overall established timeframes for the Guest Services division operation.
Should harbor a flexible outlook towards placement throughout the fleet, considering changing fleet-wide operational business needs.
Working knowledge of computers, internet access, and the ability to navigate within a variety of software packages such as Microsoft Office.
Demonstrates a working knowledge to operate all office equipment.
Completion of high school, basic or vocational education equivalency preferred.
Working knowledge of US cash handling procedures and foreign exchange required.

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