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 company’s core values of friendliness, passion, and commitment.

Key responsibilities

• Lead front‑of‑house operations and set service standards that exceed hospitality industry benchmarks.
• Train, coach, and develop team members, fostering a positive and dynamic work environment.
• Handle guest inquiries, complaints, and special requests with discretion, patience, and diplomacy.
• Administer progressive disciplinary actions, coaching, and performance improvement plans.
• Collaborate with shipboard and shore‑side managers to resolve operational issues and ensure seamless service delivery.
• Maintain accurate cash handling, foreign‑exchange transactions, and compliance with US cash 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 guests and staff.
• Flexibility to adapt to changing work environments and fleet‑wide operational needs.
• High school diploma or equivalent; vocational education preferred.
• Clear and distinct spoken English; ability to read and write English for procedural documentation.
• Additional language skills (Spanish, French, German, Italian, Portuguese) are a plus.

Required skills

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

What we offer

• Opportunity to work on a world‑class cruise ship with a diverse international team.
• Career development through training and leadership opportunities.