Guest Service Manager - Shipboard

Summary:

The Guest Services Manager is responsible for the Front office operation, entertainment and activity programs on board according to the 6 key principles that drive the guest experience culture.

Essential Duties & Responsibilities:

• Work according to the 6 key principles: show well, the right delights, service wow, sails are up, destination engagement and magical moments.
• Deliver the highest possible quality of Guest services on board.
• Manage the Reception, Daily program documents, daily planning guide including schedule of events and activities.
• Manage guest manifests and cabin inventory on board.
• Manage guest concerns and services, including and not limited to pre- and post voyage issues.
• Host and present social events on board, including but not limited to Captain’s introduction, Captain’s table, Repeater’s party and guest entertainers.
• Manages embarkation and disembarkation in partnership with Destination Manager and Hotel Manager, including dispatch of transfers and tours.
• Manage on board AVO program
• Host dinner tables when requested by Hotel Manager.
• Achieve orexceed guest quality standards and ratings for Reception service, library/DVD selection, Bar & Lounge Musicians, Ipod rental/Bose Sound dock system, in port entertainment and Television programs consistent with department and company goals, and recommend methods to improve the quality of the programs as needed.
• Manages and schedules the manning of the Reception desk, using the Shop Manager and Sports coordinators.
• Coordinate the use of local transportation in ports of call when needed.
• Support performance management system and attend all mandatory onboard meetings.
• Performs and manages other duties as assigned.

Requirements:

• STCW 4 Part Basic Training
• Experienced public speaker
• Strategic planner with sound technical skills, analytical ability, sound judgment and operational organization.
• Must have excellent communication skills and ability to relate to guests and employees at all levels.
• Must have ability to interface and maintain effective relationships with all departments and employees in a highly diverse environment and able to execute operational imperatives in a swift and demanding environment.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel to the yachts and extended stay up to 6 months on board is required. Regularly required to sit and stand.  Occasionally required to lift and/or move up to 40 pounds.  Specific vision abilities required by this job includes close vision.  Some stress may occur, especially during traveling periods and during periods of daily activities.