GUEST SERVICES MANAGER

Worldwide
AROYA CRUISES – Hospitality /
Contractual /
Hybrid
Guest Services Manager
 
Reports to:
Hotel Director
 
Job Summary
 
The Guest Services Manager onboard the cruise ship will be responsible for overseeing the smooth operations of the Front Office department, with a focus on providing exceptional service to guests. The Guest Services Manager will supervise the Assistant Guest Services Manager, VIP Services Manager, and Clearance Officer, ensuring efficient coordination and delivery of services. This role requires excellent leadership skills, attention to detail, and the ability to handle guest inquiries and concerns effectively.
 
Responsibilities:
 
·       Guest Services Operations: Ensure that guests receive a warm welcome, efficient check-in, and personalized attention throughout their stay. Handle guest inquiries, requests, and complaints promptly and professionally, striving for complete guest satisfaction;
·       Rooms Management Operations: Supervise the front desk staff, ensuring efficient check-in and check-out procedures, accurate billing, and proper handling of guest accounts. Monitor room availability, coordinate room assignments, and manage guest room reservations;
·       Embarkation/Debarkation Operations: Liaise with Port Agent and Local Authorities to arrange the logistics and overlook the embarkation and debarkation operations, and any other needs during turnaround;
·       Assistant Guest Services Manager Supervision: Provide guidance and support to the Assistant Front Office Manager, ensuring that front office operations run smoothly. Monitor performance, conduct regular training sessions, and foster a positive working environment;
·       VIP Services Manager Supervision: Manage the VIP Services Manager to ensure VIP guests receive exceptional attention and service. Coordinate special requests, amenities, and personalized experiences for VIP guests, striving to exceed their expectations;
·       Clearance Officer Supervision: Oversee the work of the Clearance Officer, who handles immigration and customs procedures for guests. Ensure compliance with all legal and regulatory requirements and maintain effective communication with relevant authorities to facilitate smooth clearance processes;
·       Guest Relations: Foster positive relationships with guests, engaging in personalized interactions, and actively seeking feedback to continuously improve service delivery. Handle guest complaints or concerns in a timely and effective manner, finding appropriate solutions;
·       Training and Development: Conduct regular training sessions for the front office team to enhance their skills and knowledge. Stay updated on industry trends and best practices and share relevant information with the team;
·       Administrative Tasks: Oversee administrative functions, such as maintaining accurate guest records, preparing reports, and managing departmental expenses within the allocated budget;
·       Safety and Security: Ensure compliance with ship safety protocols and emergency procedures within the front office department. Monitor security measures and promptly report any incidents or concerns;
·       Communication and Collaboration: Foster effective communication and collaboration with other vessel departments, including housekeeping, food and beverage, and deck & engine, to ensure seamless guest experiences and resolve operational issues.
 
Requirements and Skills

·       Arabic Speaking Only
·       A minimum of 5-years’ experience as Front Office Manager, preferably in a luxury ship and/ or luxury hotel setting;
·       Proficiency in English and Arabic is essential, with excellent verbal and written communication skills. Any additional languages is a plus;
·       Experience in other cruise companies, in cruise vessels of similar size (15000 GT/3400 pax) is a plus;
·       Proven leadership and supervisory skills, with the ability to motivate and develop a team;
·       Strong organizational and multitasking abilities with exceptional attention to detail;
·       Excellent problem-solving skills and the ability to handle guest complaints and concerns with professionalism and empathy;
·       Knowledge of ship operations, including clearance procedures and familiarity with maritime regulations, is advantageous;
·       Proficiency in shipboard property management systems and front office software’s, including Otalio and MXP is a plus;
·       Flexibility to adapt to changing circumstances and handle unexpected situations;
·       Ability to work in a dynamic and fast-paced, 24/7 operational environment, including weekends and holidays;
·       Understanding of shipboard safety and security protocols and the ability to ensure compliance.
 
Contract Length:
4 months on board 2 months vacation 
30/04/2024