Guest Services Manager

Department: Guest Svc

Employment Type: Fixed Term Contract

Reporting To: Hotel Director

Description

The Guest Service Manager is to ensure ultimate guest experience by owning all guest complaints and aiding efficient communication through all departments. In this capacity he/she is the direct link between the guests and senior officers, shore side directors and Guest Relations Manager.
The Guest Service Manager has the ability to ensure that all guests on board receive the ultimate travel experience. The decisions they make in creating Seabourn moments and engaging with all guests and identifying occasions which will enhance their cruise. Maintaining the atmosphere of their respective departments is imperative and training/guidance should continue daily on the approach to our guests and follow up of any guest related issues which may arise within the Guest service, Cruise sales, and Destinations departments.
Reporting responsibilities:
The Guest Service Manager reports directly to the Hotel Director supported by shore side operations. 

Position has 9 professional level reports –Destination Manager1, Assist Destination Mgr. 1, Cruise Sales Specialist 1, Guest Service Operator 2, Guest Service Specialist 3,
 Guest Service Supervisor 1. 

Key Responsibilities

1. Manages and supports all Guest Services offered in Seabourn Square, including Guest Service Staff, Cruise Sales and Destinations.
2. Ensures all guests queries are adequately and promptly dealt with and takes control of issues with guests when they escalate beyond staff’s level of responsibility.
3. Investigate and solve guests' problems, which may be complex or long-standing problems that have been passed on by other crew.
4. Issue refunds according to SOP 09-001 Refund Procedure or issue compensation to guests if applicable and in agreement with onboard senior management and shore-side management.
5. Liaise with other Department heads to organize “gestures of goodwill”.
6. Keep accurate records of discussions or correspondence with guests in Siebel.
7. Communicate all complaints to the onboard and shore-side Management (if applicable).
8. Facilitates the link between Guests, Senior Management and Guest Relation Management.
9. Ensures all information requested by shore-side Guest Relations, Destinations and Sales departments are provided in an accurate and timely matter.
10. Oversees and maintains IssueTrax to ensure all complaints are being fully addressed and followed up.
11. Knowledge and execution of Siebel, Medalia, IssueTrax, iCafe, Press Reader, Polar, MXP [Tours] and Fidelio.
12. Ensures the Senior Management is promptly and fully informed of any areas of potential or existing problems so that prompt corrective action can be taken.
13. Meet with other managers to discuss possible improvements to guest services in a daily Guest Issue meeting. Well maintained throughout the vessel.
14. Responsible to familiarize themselves with the content of HESSS as well as all Guest Service, Cruise sales and Destination SOPs.
15. Hosting as per SOP.
16. Minutes for Captain’s Meeting.
17. Internet Revenue Manager for guests and crew.
18. Ensure that all embarkation preparation is in order.
19. Administers oversight for Guest service team and supports both Destination and Cruise sales departments on guest related issues.
20. Acts as advisor and main correspondent for Guest service team, Destinations and Cruise Sales departments regarding any new developments in services and product.
21. To be familiar with and execute the Seabourn HESS-MS appropriate to their position.
22. Any other duties as requested by Hotel Director and relevant corporate shore side departments.

Qualifications

Education:

• Diploma in Hospitality Management or similar preferred.

Experience:

• 4 Years experience in a 5 star establishment. Cruise line experience preferred.

Knowledge, Skills & Abilities:

• Demonstrate a genuine concern for guest’s wellbeing Thorough knowledge of cruise ship operation Excellent verbal, written and communication skills

Physical Demands & Travel

Physical Demands: 

For the safety of yourself and others on board certain physical abilities shall be maintained. Must be able to bend, climb, perform repetitive motion, and repetitively heavy lift. 
Must maintain physical fitness to perform tasks associated with job. 

Travel Requirements:

• Passport – valid for a minimum of 6 month
• Flag state issued seaman book
• General flag state or flag state approved marine fitness medical United States C1/D visa
• English Marlin test at minimal score of 80% 
• Pre-employment medical examination 

Working Conditions:
Working on a cruise ship is very different from any land-based occupation. Working hours are longer and work is more intense due to the constant demand of the guests. You have to be very flexible in your working hours, which on occasion might have to be changed due to unforeseen circumstances. The Maritime Labour Convention of 2006 however strictly regulates these. Apart from the working hours there are strict rules which all members of the ship’s company need to adhere to as stipulated by the Master’s standing orders. You work in close proximity with your fellow crewmembers and therefore respect among all is essential.