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 brand’s values of friendliness, passion and commitment. This role leads the front‑of‑house operation, ensuring both 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, including guest check‑in, cash handling, foreign exchange and complaint resolution.
• Develop and deliver training programs to maintain high service quality.
• Apply progressive disciplinary actions, coaching and counseling to improve performance.
• Collaborate with shipboard and shore‑side managers to resolve issues diplomatically.
• Maintain accurate records using shipboard computer systems and Microsoft Office tools.

Required profile

• Minimum two years of front‑of‑house managerial or operational experience on a cruise line.
• Strong ability to interact with diverse guests, exercising discretion, patience and diplomacy.
• Flexibility to adapt to a changing work environment and fleet‑wide operational needs.
• Clear and distinct spoken English; ability to read and write English for procedures.
• Willingness to work anywhere in the fleet.

Required skills

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