Manager Hotel Services

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

The Manager Hotel Services is a dynamic, results-driven hospitality professional and self-starter responsible for driving exceptional Guest Satisfaction across Guest Services and Housekeeping operations on US-based vessels.

This role requires a strong operator with analytical rigor and the ability to influence behavior at all levels, from shipboard teams to corporate leadership. The ideal candidate leverages data, guest feedback, and field observations to identify opportunities, recommend solutions, and ensure sustainable improvements in service delivery. This role supports, in close collaboration with the Heads of Department in Geneva, the seamless operation of all Guest Relations – Reception services, and Housekeeping (both public areas and stateroom) operations, maintaining high standards of cleanliness, comfort, and guest satisfaction.

The position serves as a critical link between shipboard execution and corporate strategy, requiring regular ship visits (up to 50% travel) to validate standards, coach leaders, and drive operational excellence.

The Manager Hotel Services US reports directly to the Vice President Hotel Operations US, with a dotted line to the Global Vice President Hotel Services in Geneva.

Your Impact

• Develop and implement strategies, in collaboration with US and corporate HODs, to enhance guest experience and loyalty across Housekeeping and Guest Relations on assigned vessels.
• Train, coach, and mentor Housekeeping and Guest Services leaders to deliver service excellence aligned with company standards and US hospitality expectations.
• Drive effective service recovery through consistent application of Masters of Excellence, focusing on prevention of service failures and appropriate use of compensation models across all front-of house departments
• Analyse guest feedback and performance data to identify trends and implement continuous improvement actions.
• Ensure seamless guest experiences by collaborating across departments and touchpoints.
• Oversee the efficient operation of Housekeeping, Laundry, and Guest Relations in coordination with Corporate Directors of Guest Services and Housekeeping.
• Optimize turnaround operations in partnership with Global Housekeeping and Guest Services leadership

Your Journey so far

• Bachelor’s degree in hospitality management, Business Administration, or a related field preferred
• Cruise line experience on a corporate level within Hotel Operations, Guest Services and Housekeeping operations strongly preferred
• Proven experience in driving Guest Satisfaction performance and Ability to resolve issues
• Strong leadership and interpersonal skills with the ability to motivate and develop a team
• Exceptional problem-solving abilities and a proactive approach to addressing guest concerns
• Excellent communication skills, both written and verbal
• Knowledge of US hospitality standards and customer service best practices
• Ability to travel up to 50% of time

Your Essentials

• US Passport or US Permanent Resident
• MSC Cruises is an e-verify employer

MSC Cruises USA is an equal opportunity employer that complies with all applicable federal, state, and local laws, rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications and business needs.

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!