Guest Services Manager - onboard cruise ship

GUEST SERVICES MANAGER 

• $6000 per month 
• 4 month contract 

Responsibilities
As a Guest Services Manager, you will be responsible for the Guest Services Desk. This is a “front of the house” position that is highly visible to guests and the Guest Services Staff. He/she must ensure that guest requests or concerns are handled and resolved in a quick, efficient and courteous manner. Warm, friendly, efficient service and follow-up to situations are top priorities.

This position supervises the Group Services Coordinator and Cruise Ambassadors and must be aware of the responsibilities and daily activities of these positions. The Guest Services Manager is the point person on embarkation day for Pier & Ship Staff and the Port Agent; responsible for pier check-in procedures and to ensure the guests’ first impression on arrival is a positive one.

Essential Functions:
• To consistently exceed guest expectations and provide the highest levels of product and services, additional duties and responsibilities may be assigned as needed.
• Strive to exceed group satisfaction ratings and continually look for ways to improve efficiency and convenience for guests.
• Maintain a good working relationship and open communication with all departments

Guest Experience:
• Always demonstrate a genuine concern for guests’ wellbeing.
• Pro-active approach to problem solving.
• Ensure that staff training, development and knowledge throughout ship’s outlets is maintained at optimum levels to facilitate the guests’ experience.
• Meet guests to discuss complaints and comments.
• Oversee the Concierge desk with all lost luggage claims in a timely and effective manner, following up on any shortfalls as required.
• Control stateroom upgrades after ship’s departure.
• Support front office staff with queries from guests and take control of issues with guests and escalate when needed.
• Coordinate foreign language translations and assist all international guests.
• Deal with queries from guests relating to onboard credits, gift orders and amenities after sailing.
• Assist guests who embark/disembark the ship in Grand Bahamas, communicating needs as required with shore side.
• Liaise with Executive Housekeeper in regard to guest stateroom maintenance, special requests and other related issues.
• Ensure that Hotel Director is promptly and fully informed of any areas of potential problems or unusual matters of significance so that prompt corrective action can be taken.

Operational and Administrative:
• Ensure guest embarkation and pre-embarkation set ups are completed in a timely manner.
• Instruct front office on stateroom key cards in coordination with Guest Services Officer.
• Download and process guest manifest.
• Distribute all VIP information.
• Assist Crew Purser with allocating guest cabins if required for overlapping officers or guest entertainers.
• Assist Staff Captain/Chief Engineer/Hotel Director with allocating guest staterooms if required for technicians/visitors required to board in emergency situations.

Onboard Operations:
• Attend shipboard Hotel Operations meetings.
• Monitor, follow up and distribute Front Desk Logbook daily.
• Monitor and follow up Front Desk AVO Logbook daily.
• Respond and deal with guest comments received via noon reports.
• Prepare special request list for all heads of departments.
• Liaise with Hotel Director regarding guests not following our smoking policy and send letters.
• File and distribute lost and found manifests, lost and stolen item reports, damaged item and luggage reports.

Front Office:
• Responsible for coordinating, organizing and supervising front office operations through management of Guest Services Officer, and Cruise Ambassador.

• Ensure that Front Office staff are prepared for the embarkation of new guests.
• Responsible for providing Front Office with adequate information on the port of call, Port
Agents and any other resources available to maximize the information on hand for Front Office team.

• Act as link between Guests and Hotel Director.
• Responsible for hosting and coordinating Front Office meetings.
• Ensure that company’s lost property procedures are always followed within reception areas.

Finance:
• Ensure charges for guest upgrades are accurate.
• Process OBC after sailing with Amenity Systems
• Issue onboard credits as good will gestures.
• Perform all other financial duties as requested by Chief Financial Account.

Training and Development:
• Train, coach and lead Front Office staff to consistently superior levels of performance.
• Communicate standards of performance to employees.
• Ensure adherence to the company defined appraisal system.
• Foster teamwork within all departments onboard.

Complete, participate and promote core values and service training programs.
• Create and maintain a positive work environment.
• Model excellent leadership behavior.
• Identify suitable candidates for promotion within department as required

Social:
• Maintain positive relationships with colleagues.
• Respect the privacy and rights of colleagues.
• Promote cooperation and teamwork.
• Project a favorable image of Margaritaville at Sea, promoting its aims and objectives to
enhance public recognition and acceptance of its areas of operation and endeavors.

Safety:
• Assume personal responsibility for safety and the environment. Be accountable for  themselves and the safety of others on board. Safety and Environmental consciousness forms one part of this accountability.
• Monitor the practical application of company policy, procedures and instructions.
• Immediately report to the Master any instances where the vessel is unable or fails to comply with any company policy, procedure, instruction, and any safety, environmental, or security requirement.
• Prepare a handover report prior to leaving the vessel as described in SOP.
• Participate in crew and passenger safety drills according to instructions from ship’s command.
• Comply with company safety and pollution prevention regulations

Qualifications:
• Hospitality / travel industry education and experience required.

Experience:
• 3 + years’ experience as Concierge / Front Desk Manager and previous shipboard experience required.
• Experience in front office preferred

Knowledge, Skills, and Abilities:
• Understanding of the highest level of service.
• Excellent administrative skills.
• Strong leadership skills and practice “leadership by example”.
• Outgoing personality, open minded and flexible.
• Ability to work in an international environment.
• Ability to perform well under pressure.
• Excellent appearance and excellent social skills.
• Well organized.
• Experienced in the functionality of group meeting rooms and facilities as well as the stateof-the-art audio/visual equipment set up to run them.
• Customer service/guest relations oriented, well organized with excellent leadership skills.
• Able to perform a minimal number of secretarial skills, take minutes to meetings, correspondence letters, etc.
• Passionate about hospitality and customer service driven.
• Must have a professional appearance and good hygiene.
• Respect for all co-workers and guests.
• Pride in your work demonstrated by creating positive energy, excitement and fun.
• Able to work 7 days a week.
• Demonstrate positive behaviors, smiling, being polite and courteous.
• Able to develop a camaraderie with team members.
• Ability to live in close quarters, share limited space with other cabin-mates.