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 while embodying the company’s core values of friendliness, passion, and commitment. This role leads the front‑of‑house operation, ensuring both guest satisfaction and team performance exceed hospitality standards.

Key responsibilities

• Lead and motivate the Guest Services team, setting performance standards and recognizing achievements.
• Oversee daily front‑of‑house operations, ensuring seamless service delivery to guests.
• Drive training, development, and coaching initiatives to improve staff skills and morale.
• Handle guest inquiries, complaints, and special requests with discretion, tact, and diplomacy.
• Administer progressive disciplinary actions, coaching, and counseling as needed.
• Maintain accurate cash handling, foreign‑exchange transactions, and compliance with US cash procedures.
• Collaborate with shipboard and shore‑side managers to resolve operational challenges.

Required profile

• Minimum two years of front‑of‑house managerial or operational experience on a cruise line.
• Strong ability to interact with diverse internal and external guests, requiring high levels of discretion and patience.
• Excellent written and spoken English; additional languages (Spanish, French, German, Italian, Portuguese) are a plus.
• Flexibility to work in a dynamic, changing environment and to be reassigned across the fleet as needed.
• High school diploma or equivalent; vocational education preferred.

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.