Guest Services Manager

Department: Guest Svc

Employment Type: Fixed Term Contract

Description

By applying to this position, your application will be submitted to Princess Cruises' internal Talent Acquisition team and will be reviewed by a professional recruiter who will contact you soon if your qualifications meet our requirements for this position.

As the world's leading cruise line, our guests have high expectations of us, and we have high expectations of our team members. We appreciate your patience as we carefully review each candidate.

Set a course for adventure with Princess Cruises! The employer of choice in the cruise industry, our fleet of Love Boats offer exceptional facilities and extensive professional development and recreational programs for our valued teammates who hail from more than 60 countries around the globe. 

An iconic brand beloved by millions, we love people who love what they do and work together to help our guests create a lifetime of wonderful memories while providing friendly, attentive and authentic service like only Princess can. 

As a member of the Princess Family, you’ll enjoy a truly adventurous career with excellent incentives, unlimited opportunities for growth, and ports of call that will leave you breathless.

Key Responsibilities

As Guest Services Manager, you will have the opportunity to inspire a guest-centric culture that drives service excellence, operational efficiency, and innovation. You will be part of a company that prioritizes the safety and well-being of both guests and teammates, while promoting a collaborative and inclusive work environment.
Lead a Team of Guest Service Professionals: 

• Mentor and coach the Guest Services team to consistently exceed expectations through genuine, personalized interactions and frictionless experiences.

Own the Guest Services Operation: 

• Ensure smooth operations and drive high levels of guest satisfaction by overseeing the Guest Services desk, CrewCall Chat, and Telephone Center.

Service Excellence & MedallionClass: 

• Promote and empower the use of MedallionClass technology to enhance the guest experience, ensuring that Service Excellence standards are maintained across all touchpoints.

Guest Issue Resolution: 

• Take ownership of resolving guest complaints and issues, ensuring that all concerns are addressed in a timely, professional manner.

Operational Efficiency: 

• Lead the implementation and execution of operational best practices in partnership with shipboard leaders, consistently striving for continuous improvement and efficiency.

Financial Oversight: 

• Maintain accuracy in guest payments and folio management, ensuring all financial processes are followed.

Team Development: 

• Foster an inclusive culture and drive the continuous training and development of your team, encouraging career progression and innovation.

Safety and Compliance: 

• Ensure the safety and well-being of guests and crew by maintaining compliance with HESS policies and health standards.

Skills, Knowledge and Expertise

• Proven experience leading and developing a diverse team to achieve high levels of performance.
• A genuine passion for delivering exceptional service and creating memorable experiences for guests.
• Strong understanding of hotel and cruise operations, with experience in managing service recovery, communication, and performance tracking.
• Able to handle escalated guest issues with professionalism and tact.
• Knowledge of public health standards and the ability to maintain a safe and compliant environment.
• Skilled at managing change and promoting a positive, adaptive work environment.

Benefits

Princess Cruises offers many benefits. This position is afforded comfortable, single cabin accommodations, meals, exceptional amenities, and extensive learning and recreational programs available to all of our teammates. 
Regardless of rank or role, we are all one Princess team. Princess Cruises is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.