Guest Services Manager

About the role

The Guest Services Manager is a key member of the shipboard management team, responsible for delivering an industry‑leading vacation experience and embodying the brand’s values of friendliness, passion, and commitment. This role leads the front‑of‑house operation, ensuring guest satisfaction while fostering a positive work environment for the team.

Key responsibilities

• Lead and motivate the Guest Services team to exceed hospitality standards.
• Oversee daily front‑of‑house operations, handling guest inquiries, complaints, and special requests.
• Develop and deliver training programs, performance coaching, and disciplinary actions.
• Maintain high standards of cash handling, foreign exchange, and financial transactions.
• Collaborate with shipboard and shore‑side managers to resolve issues diplomatically.
• Adapt to changing operational needs and support fleet‑wide placement flexibility.

Required profile

• Minimum two years of front‑of‑house managerial or operational experience on a cruise line.
• Strong interpersonal skills with the ability to handle guests requiring discretion, patience, and tact.
• Excellent written and spoken English; additional languages (Spanish, French, German, Italian, Portuguese) are a plus.
• High school diploma or equivalent; vocational education preferred.
• Physical ability to stand, walk, and perform typical shipboard duties.

Required skills

• Proficiency with Microsoft Office and general computer applications.
• Working knowledge of cash handling procedures and foreign exchange operations.
• Ability to operate standard office equipment.

What we offer

• Opportunity to work in a dynamic, multicultural environment aboard a world‑class cruise ship.
• Career development through training, leadership, and performance recognition.