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 values of friendliness, passion, and commitment. This role leads the front‑of‑house operation, ensuring 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.
• Handle guest inquiries, complaints, and special requests with discretion, patience, and diplomacy.
• Implement training programs, coaching, and progressive disciplinary actions to improve performance.
• Collaborate with shipboard and shore‑side managers to resolve operational issues.
• Maintain accurate cash handling, foreign exchange transactions, and financial records.

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 guests and staff.
• Flexibility to work in a dynamic, diverse environment and adapt to fleet‑wide placement needs.
• High school diploma or equivalent; vocational education preferred.
• Fluent English (spoken and written); additional languages such as Spanish, French, German, Italian or Portuguese are a plus.

Required skills

• Proficiency with Microsoft Office and general computer operation.
• Working knowledge of US cash handling procedures and foreign exchange.
• Ability to operate standard office equipment.