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

Key responsibilities

• Lead and motivate the Guest Services team, fostering a positive and dynamic work environment.
• Oversee daily front‑of‑house operations, ensuring high‑quality service and swift problem resolution.
• Implement training, coaching, and progressive disciplinary actions to maintain performance standards.
• Collaborate with shipboard and shore‑side managers to address guest concerns diplomatically.
• Manage cash handling, foreign exchange transactions, and compliance with US cash procedures.
• Maintain accurate records using office equipment and software, including Microsoft Office.

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 discreet, high‑pressure situations.
• Flexibility to adapt to a changing work environment and fleet‑wide placement needs.
• Excellent English communication, both spoken and written; additional languages are a plus.

Required skills

• Proficiency with Microsoft Office.