Guest Services Manager

Guest Services Manager

Position Summary:

Execute clearance responsibilities as defined by the arriving port.

Assist as a liaison with the Port Agents embarkation, Immigration and Customs Officials.

Assist in challenging situations with Guests.

Monitor Crew excellence and Guest satisfaction performance of the department.

Facilitate department meetings.

Oversee and track problem resolution, voyage incident reports, Identify trends and initiate changes if necessary.

Facilitate medical debarks in all ports of call at all hours.

Responsible for the administration of the GS conference card.

CRO (Complaint Resolutions Officer) for all ADA/Accessibility matters.

Oversee Concierge Lounge (If available) and Concierge daily Suite Visit Log.

Oversee GS/Future Reservations Manager and recommend changes to enhance the program.

Provide leadership for all direct reports; Responsibilities include, but are not limited to:

Managing personnel files.

Conducting performance reviews, including discipline as needed.

Ensuring MLC compliance.

Monitoring Superstar while making necessary corrections.

Onboard training, new hire and ongoing.

Succession planning.

Crew recognition and communication.

Focus on training and development for leaders and crew.

Implementation of all policies, procedures and activities related to the efficient and effective operation of the Guest Services department.

Support and oversee the functions of all Guest Services Managers.

Supervise the Guest Services team, Job Scheduler, Clearance Officer, GS/Future Reservations Manager, Crew Services Operation, Concierge, Connect @Sea Expert.

Ensure timely transmission of ENOA/D.

Key requirements:

Minimum age for all applicants is 21 years.

Must have clear criminal record.

Must not be on any chronic medication and have clear medical history.

Excellent written and verbal English language communication skills.

Minimum five years experience in a leadership position.

Knowledge of a Guest Services/Front desk operation strongly preferred.

Knowledge of Crew Services operations.

Ship experience required.

Business Administration or Hospitality industry education preferred.

Experience of working with luxury brands and affluent Guests preferred.

Excellent leadership skills, especially in the areas of team building, motivation, innovation, communication, and service delivery process design.

Immigration and CBP clearance knowledge.

Group functions experience (conventions, weddings, etc)

Self-motivated with an ability to motivate and empower direct reports.

Must have strong interpersonal, written, and verbal communication skills.

Must be able to work in high stress situations.

Must be able to handle multiple tasks.

Proven ability to network and maintain strong partnerships.

Detail oriented.

Demonstrated proficiency with PC based data bases, spread sheets, and word processing systems.

Demonstrated ability to influence others.

Flexibility to work any hours.