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 brand’s values of friendliness, passion, and commitment. This role leads the front‑of‑house operations, ensuring high standards of service, team satisfaction, and operational efficiency.

Key responsibilities

• Lead and motivate the Guest Services team, setting performance standards and recognizing achievements.
• Oversee daily front‑of‑house operations, handling guest inquiries, complaints, and special requests with discretion and diplomacy.
• Implement training programs, coaching, and progressive disciplinary actions to maintain service quality.
• Collaborate with shipboard and shore‑side managers to resolve issues and negotiate amicable solutions.
• Maintain accurate cash handling, foreign exchange transactions, and financial reporting in line with US procedures.

Required profile

• Minimum two years of front‑of‑house managerial or operational experience on a cruise line.
• Strong interpersonal skills with the ability to communicate diplomatically with diverse stakeholders.
• Flexibility to adapt to a changing work environment and to be deployed across the fleet as needed.
• High proficiency in English, both spoken and written; additional languages (Spanish, French, German, Italian, Portuguese) are a plus.

Required skills

• Working knowledge of Microsoft Office and general computer operations.
• Experience with US cash handling procedures and foreign exchange.

What we offer

• Opportunity to work in a dynamic, multicultural environment aboard a world‑class cruise ship.
• Career development through training, leadership exposure, and potential fleet‑wide assignments.