Guest Services Manager

About the role

As a key member of the shipboard management team, the Guest Services Manager is responsible for delivering an industry‑leading vacation experience while embodying the Royal Way (Friendly, Passionate, Committed). The role focuses on exceeding hospitality standards, ensuring guest and team satisfaction, and driving a positive working environment across the ship.

Key responsibilities

• Lead front‑of‑house operations, set service standards and mentor the guest services team.
• Develop and deliver training programs, recognize performance and drive continuous improvement.
• Handle guest inquiries and complaints with discretion, tact and diplomacy.
• Administer progressive disciplinary actions, coaching and counseling to improve performance.
• Collaborate with shipboard and shore‑side managers to resolve operational issues and ensure seamless service delivery.

Required profile

• Minimum two years’ front‑of‑house managerial or operational experience on a cruise line.
• Proven ability to interact with diverse guests, including those requiring high levels of discretion.
• Strong knowledge of customer service principles, problem resolution and quality standards.
• Excellent diplomatic communication skills with managers and crew.
• Flexibility to adapt to a changing work environment and fleet‑wide placement needs.
• Working knowledge of computers, internet access and Microsoft Office.
• High school diploma or equivalent; cash handling and foreign‑exchange experience preferred.
• Fluent English (spoken and written); additional languages such as Spanish, French, German, Italian or Portuguese are a plus.

Required skills

• Computer literacy
• Microsoft Office