Job Description
Guest Services Manager (Shipboard)Department: Guest Services
Employment Type: Fixed Term Contract
Reporting To: General Manager
Description
The Ambassador for brand culture within the Guest Services Department, the Guest Services Manager leads the Guest Services team onboard in delivering the highest quality of guest service and assistance to all guests. Drives sustainable leadership of onboard Guest Services from both a technical perspective and through daily guest engagement and personalization of the onboard experience. Owner of the guest resolution experience onboard and driver of guest issue resolution with all functional departments.Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Lady or Gentleman for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice. All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality and Environmental standards.Essential Duties
Provides guests with the highest level of guest experience, demonstrating genuine concern for guest well-being and expectations at all times. Coordinates, organizes and supervises the Guest Service operation to the level expected from The Ritz-Carlton. ; Emphasizes the importance of guest engagement with the team, leading by example and with a highly visible presence at the Guest Services desk. Ensures the smooth running of the Guest Services operation, ensuring immediate action to all guest requests and concerns. Demonstrates genuine care and hospitality in all guest interactions; Owns the development and delivery of all Guest Services training. Partners with the Human Resources Manager onboard to organize and deliver all training curriculum for the Guest Services team. Supervises the schedule and training of the Night Reception responsibilities. Ensures all Ritz-Carlton Brand Standards are evident throughout all aspects of training; Prepares all relevant reports, identifying and suggesting ways to improve guest service and total guest satisfaction. Assists the Financial Controller as required with general administrative duties and accounting matters. Supports the Financial Controller as required with all ship clearance and immigration paperwork.; Plans and coordinates all boarding and departure procedures in collaboration with the Destination Experience Manager for all transport arrangements, Financial Controller for all shore side requirements and the General Manager for the appropriate manning required for each experience;
People Management
Model and hold others accountable for promoting the Gold Standards, respect and fair treatment; Ensures the Daily execution of Line-up in accordance with company standards and Brand Guidelines; Sets the department’s expectations for desired behavior, knowledge and skill levels; Coaches others by providing constructive feedback; helps others identify developmental needs and monitors progress; promoting an environment where everyone is valued and included; Demonstrates alignment with corporate strategies and initiatives while ensuring alignment throughout the yacht organization; Oversees and delivers all training for the Guest Services Department; Ensures maximum focus on development of all Guest Services Ladies and Gentlemen; Ensures the department adheres to, monitors and enforces the grooming standards according to brand standards and expectations; Qualifications
Valid Standards of Training, Certification and Watchkeeping for Seafarers (STCW) and flag certification for the duration of the contract and appropriate to position; Degree in Hospitality, with a minimum of five years’ experience in a similar role, at a luxury cruise line or luxury hotel property is required. Minimum two years required at Department Head level. ; Extensive knowledge of Property Management Software Systems such as Fidelio, Opera and/or MXP. Understanding of rooms software and housekeeping systems; Experience in supporting immigration and vessel clearance procedures for the luxury cruise market; Strong exposure to Butler Training Programs and Guest Engagement programs; Understanding of Customer Experience Platforms such as Medallia, Qualtrics with an understanding of guest trend analysis to drive root cause resolution;
While performing the duties of this job, the employee is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The Lady or Gentleman must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.; All Yacht Ladies and Gentlemen must be physically able to participate in emergency lifesaving procedures and drills. Full use and range of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats. Ability to lift and/or move up to 50 pounds.; All Yacht Ladies and Gentlemen must be able to communicate in the English language in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.;
Job Tags
Contract work, Fixed term contract, Immediate start, Night shift,