Guest Services Director – Cruise Ships

You, as the BRILLIANT Guest Services Director will be responsible for the entire Guest Services and Customer Relations operation including the day to day running of reception, Guest embarkation and disembarkation, cabin changes, lost luggage, future cruises and shore excursions. The Guest Services Director is the cruise lines ambassador, ensuring all Guests have the most memorable cruise by being their primary contact during their stay. They are the main point of communication between guests and the shoreside office in ensuring all queries, feedback and any issues are handled in a professional and efficient manner.

Responsibilities:

• Continually develop and implement original and fresh techniques to enhance the guest service onboard.
• Utilizes Guest feedback and ratings to establish a positive culture throughout the guest services team.
• Responsible for coordinating guest requests received pre-cruise and during.
• Supports the Front office and desk staff with queries from guests and takes control of issues with guests when escalated.
• Owner of empty cabin stock and facilitates use of this in resolving guest complaints or generating revenue.
• Keeps and maintains accurate records of discussions/correspondence with guests and communicates all complaints onboard to shore-side management.
• Monitors all Front of House staff, ensuring a high level of service is delivered at all times.
• Co-ordinates with sub-department heads on opening hours in all public and crew areas and for adherence to all events onboard as per the daily programme following approval from the Hotel General Manager.
• Monitors work and rest hours and attendance for all front of house staff ensuring they meet MLC regulations.
• Manages Finance Officer Days & Nights roles and provides assistance as and when required.
• Overall control of ship financial operation, reporting and statistics and internal auditing as required.
• Maintains ship’s funds and cash availability.
• Supports the Clearance Officer and overall responsibility for the vessels Customs and Immigration clearances along with ship’s documentation when entering/leaving Port.
• Oversees the undertaking of Guest debarkation and embarkation process.
• Responsible for coordinating the embarkation/disembarkation setups and procedures with ship and ground staff
• Monitors the updating of passenger manifest with Guest accommodation changes, Guests joining mid-voyage, special assistance requirements, special requests (birthdays etc.) etc.
• Monitors the sending and content of routine Guest communications including Britannia Club, debark arrangements, etc.
• Prepare appraisals for individuals under their remit in accordance with policies.
• Attends passenger functions as required by Head of Department.
• Partake in inspections, trainings and meetings as required by Head of Department.
• Other duties required in this position

Requirements:

• You will currently be, or very recently the #1 in charge of the front office, guest relations and concierge teams, and have been in that role for 2+ years.
• You will have experience of leading a front office team of 8+
• You will be savvy and experienced in guest and crew embarkation and debarkation.
• You will be experienced with international travel across a plethora of ports and have dealt with customs and immigration.
• Your service excellence to deal with guest complaints will be second to none!
• You will be able to present 2 recent performance evaluations with your CV application (in WORD please)
• You will have 7 x valid STCW certificates taken from a shoreside training centre.
• You will be currently on land or returning from sea for vacation in the coming week.

Exciting details:

• 2 months on and 2 months off rotation
• Single cabin
• Report directly to the Hotel Manager
• Starting February!

If you have the experience and are interested in move, then apply today.