Corporate Manager Guest Services

Department: Hotel - Corporate

Employment Type: Fixed Term Contract

Reporting To: Director of Guest Operations

Description

The Corporate Manager Guest Services aims to exceed hospitality industry standards,
while ensuring complete guest and team satisfaction fleet-wide.
The position will focus on ensuring operational goals are met and consistent training, leadership development, and recognition of overall team performance are sustained.
Mission
To lead, mentor, and develop a strong Guest Services team to deliver an outstanding
guest and product experience, aligned with our brand standards. 

Key Responsibilities

Guest and Experience Ownership

• Support and mentors the Guest Services and Rooms Division leaders to be the driving force in achieving and exceeding the targets set for Guest Services and Rooms Division, guest and employee satisfaction targets.  
• Responsible for evaluating and tracking performance and development of the Guest Services Directors and Rooms Division Managers, the Fleet Guest Services Director will hold the Guest Services Directors and Rooms Division Managers accountable, using the Hotel Operations Dashboard as a measurement of the success of each ship’s overall operation.
• Oversee the Guest Services and Rooms Division operations, including communication, problem resolution, all Service Excellence related inquiries, ship cleanliness, laundry and stateroom service. 
• Enhance the suite experience service and product offering through training and development offering a seamless execution of personalized service. 
• Ensure utilization of the Princess MedallionClass products, services, and applications to drive engagement in delivering a personalized guest and teammate centric experience. 
• Ensures the embarkation and disembarkation processes are planned and executed according to standards and adequate Guest Services presence is visible in the terminal.
• Ensures that the Captain’s Circle program, group functions, weddings and vow renewals are flawlessly planned and executed on all ships and the onboard leadership dully supports these programs.
• Ensures the Crew Office service standards and financial procedures for both Guest Services and Crew Office are maintained on all ships.
• Monitors the printed and digital communication to ensure adherence to company’s standards.
• Conducts regular audits to determine all equipment is maintained and inventory of equipment is up to par.

Product Delivery and Operational Efficiency 

• Own and monitor the Guest Services and Rooms Division expectations through the Quality Assurance strategy and company issued standards.
• Identify and address key opportunities throughout the guest experience using Service Excellence, OBE comments, by gathering operational insights during ship visits or conducting operational root cause analysis.
• Actively ensures the Guest Services and Rooms Division leadership team is visible on the floors throughout the ship, empowering the teams to use effective planning and time management skills in balancing front of the house duties with administrative duties.
• Ensure utilization of all workforces based on guest preferred channels, including face to face interactions, Call-Center or via CrewCall Chat.
• Maintain knowledge of the ship’s regular events, ports of call and special functions by reviewing all available sources and sharing important updates and insights with the guest services team. 
• Gather data and participate in the planning and documenting of current and future itinerary deployments, anticipating potential challenges relating to demographics, logistics, and clearance requirements
• Work closely with the shoreside Guest Operations leadership to identify and monitor scheduling demands of the Guest Services and Rooms Division.
•  Ensure the Guest Services and Rooms Division leaders provide thorough & consistent handover notes to eliminate any miscommunication that compromises the efficiency of set processes. 
• Partner closely with shipboard leaders to capture best practices and shares insights on operational efficiencies.
• Empower the Guest Services Directors and Associate Hotel General Managers to hold all other Department Heads accountable for the Resolution Ability KRA.

Financial Responsibility 

• Support the Guest Services and Rooms Division with the preparation and review of yearly budgets and helps in modifying financial/business plans to further enhance the overall business needs of the division. 
• Ensure current standards regarding cash float, balancing and recording are followed accurately.
• Identify and propose cost efficient changes that will improve service to guests in collaboration with the shoreside and shipboard Guest Operations leadership.
• Monitor Guest Services and Rooms Division & Laundry expenditures, ensuring operational budgets are always followed and used efficiently.
•  Ensure efficient management and use of supplies.

Skills, Knowledge & Expertise

• Five+ years of progressive management experience in a leading hospitality setting with operational management experience in Guest Services and Housekeeping.
• Graduate from a recognized hotel/business school preferred.
• Extensive experience and knowledge in all aspects of hotel/cruise ship operations within the US/Worldwide. 
• Strong leadership and staff management skills.
• Fluent English Language skills.

Benefits

Princess Cruises offers many benefits. This position is afforded comfortable, Single cabin accommodations, meals, exceptional amenities, and extensive learning and recreational programs available to all our teammates. 
Regardless of the rank or role, we are all one Princess team. Princess Cruises is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.