Assistant Guest Relations Manager

Celebrity Cruises is looking for inspired global professionals who believe in success through commitment and pride to join our expanding family. As an industry leader in service and innovation, we provide a working environment that fosters career growth and development for our onboard team members. With a fleet of innovative cruise ships, each offering guests a premium vacation experience, there are almost countless opportunities to join us at sea. 

The Assistant Guest Relations Manager is a passionate, service-driven leader with exemplary problem resolution skills. 

The role directly oversees the operations of the Guest Relations Desk, while ensuring the successful execution of a purposeful driven service culture.  The Assistant Guest Relations Manager incorporates the latest service trends of the hospitality industry resulting in a distinctive and unparalleled service experience.  Fostering a positive work environment is key to ensuring complete guest and team satisfaction. The operational goals of training, leadership, development, and recognition of individual and team performance are paramount to the success of the overall operations.  The Assistant Guest Relations Manager will assist the Guest Relations Manager in continuously improving the overall ratings and is held accountable for the guest relations experience.

Leading by example, the Assistant Guest Relations Manager will represent the department in a professional and courteous manner at all times, including physical and verbal interactions with guests and all shipboard employees, while in public and crew areas.

• Enforces and enlivens the Company's Service and Etiquette Philosophy on a daily basis for all guest and crew interaction.
• Will be accountable for resolving all issues to the guest satisfaction while following up to ensure complete service recovery.
• Leads the Guest Relations Team and Junior Guest Relations Officers in creating genuine and memorable experiences for all guests.
• Handles all disembarkation arrangements for guests with special needs or requests under the direction of the Guest Relations Manager.
• Directs, coaches, supports, supervises, and provides performance feedback for the evaluations of the Guest Relations Staff and Junior Guest Relations Officers to the Guest Relations Manager.
• Responsible for updating the Guest Relations Manager on a daily basis in regards to pending/unresolved guests issues that have been recorded in the Guest Relations Log Book.
• Schedules the Guest Relations Officers and Junior Guest Relations Officers in order to provide full coverage at the desk and stateroom services at all times.
• Issues Signature Cards/Keys as requested by guests.
• Registers guests for ship's functions and parties and sends invitations to guests and memos advising other departments.
• Assists the guests who have lost property onboard the ship or during embarkation and completes proper documentation.
• Makes announcements over the public address system onboard, in the event the International Host/ess is not available.
• Supervises and responsible for the proper input of disembarkation information in the computer system.
• Validates signature accounts when necessary and follows up with the Administration Purser - Guest Account on guest account discrepancies.
• Assists when needed the charging of guests prepaid gratuity vouches and communicating these to the Administration Purser - Guest Account.
• Sells various logo and signature items as requested by the guests.
• Financial responsibilities for budget, expenses and/or achievement of revenue targets.
• Ensures the integrity and security of all financial handling of cash is met daily.
• Manages and maintains departmental finances within budgetary requirements.
• Ensures that all communication costs are kept under control.
• Ensures that guests are charged for pertinent special requests and services.
• Assists the Financial Controller with exchanging foreign currency, travelers´ checks, and collection of payment on guest accounts.
• Performs Bank duties on a regular basis.
• Responsible for the "Bank" cash float and balancing of the float on a daily basis.