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. This role embodies the company’s values of friendliness, passion, and commitment while driving a positive work environment across the ship’s guest services operation.

Key responsibilities

• Lead the front‑of‑house team to ensure outstanding service that exceeds guest expectations.
• Oversee daily guest services operations, including check‑in, concierge, and complaint resolution.
• Implement training, coaching, and performance‑management programs for staff.
• Apply progressive disciplinary actions and counseling to improve team performance.
• Coordinate with shipboard and shore‑side managers to resolve operational issues diplomatically.
• Maintain accurate cash handling, foreign exchange, and financial procedures.
• Ensure compliance with safety, health, and hospitality standards on board.

Required profile

• Minimum two years of front‑of‑house managerial or operational experience on a cruise ship.
• Strong interpersonal skills with the ability to handle guests requiring discretion, patience, and tact.
• Excellent written and spoken English; additional languages (Spanish, French, German, Italian, Portuguese) are a plus.
• Flexibility to work in a dynamic, diverse environment and to relocate across the fleet as needed.
• High school diploma or equivalent; vocational education preferred.
• Ability to stand, walk, and perform physical tasks required on a shipboard setting.

Required skills

• Proficiency with Microsoft Office applications.
• Working knowledge of computer systems, internet navigation, and standard office equipment.