Department / Division: – Hotel / Guest Services

Reports to: Aroya Corporate /Manager Hotel Operations

 

The Traveling Guest Services Manager is responsible for championing service excellence and providing operational support and leadership to the Guest Services team aboard Aroya Cruises vessels.

This role collaborates closely with the Hotel Operations leadership at the corporate office and the onboard Guest Services Management.

This position ensures a seamless guest experience by enhancing the team's ability to effectively resolve guest concerns.

 

Key responsibilities include mentoring staff, conducting performance evaluations, implementing strategic improvements to elevate service quality, analyzing operational data, troubleshooting challenges, and proactively engaging with different business units to enhance the overall guest experience.

Additionally, this role requires meeting and exceeding company KPIs and operational metrics, driving team performance, enhancing revenue, and supporting new initiatives and programs.

 

•            Foster a culture of excellence in service delivery, ensuring every guest interaction aligns with the brand’s values and enhances the overall guest experience.

•            Operate onboard the vessel to provide operational support, training, and leadership to Guest Services teams, ensuring high standards of service delivery. Operate from the corporate office as needed to report on progress, align with management, and present results and initiatives.

•            Mentor and train Guest Services staff promoting professional growth and consistency in service standards.

•            Serve as the interim shipboard Guest Services Manager when required, during transitions, vacations, or special projects, maintaining service continuity and operational excellence.

•            Facilitate onboarding and orientation for new Guest Services Managers, ensuring they are equipped with the knowledge and tools necessary for success. Conducts performance evaluations for Guest Services Management and support career development initiatives, fostering a culture of continuous improvement.

•            Lead and coach the onboard Guest Services teams to address and resolve complex guest concerns with empathy, efficiency, and professionalism, ensuring guest satisfaction and loyalty.

•            Act as the content expert for the PMS Otalio System, including service requests and maintenance requests modules (among others). Ensure that onboard teams log all services and guest concerns in the Otalio system, effectively driving problem resolution and guest satisfaction monitoring. Configure and manage changes to service request categories and codes, collaborating with IT for activation. Manage reports and conduct data analysis to create reports for corporate leadership.

•            Oversee the performance of the shipboard Guest Services department and

•            involvement in shipboard guest processes such as embarkation, disembarkation, tender operations, ship immigration clearance, and passport handling among other.

•            Develop and lead VIP program initiatives and VIP teams, ensuring effective performance assessment and enhancement of VIP services.

•            Drive teams to increase the sale of Hotel OBR items such as Aroyabands, Experience packages, Aroya gifts, and other OBR hotel products and services to launch in the future.

•            Drive cost optimization of consumables and operating expenses, ensuring efficient budget management, accurate charges to compensation system accounts, and effective use in all areas of the Guest Services department.

•            Conduct audits of all guest services and guest operations within the Hotel and Guest Operations scope. Enhance front desk operation, embarkation/disembarkation procedures, and onboard service protocols to optimize guest satisfaction onboard Aroya.

•            Responsible for all KPIs related to the Guest Services department and VIP areas of the operation. Main KPIs include NPS (Net Promoter Score), Overall guest satisfaction, Guest Services NPS, Khuzama VIP experience, Ability to resolve issues, Hotel Cost, Hotel OBR and GS crew satisfaction.

 

•            Minimum of 3 years of progressive leadership experience as a Guest Services Manager or in an equivalent role within a cruise line. Experience in the cruise industry is a must.

•            Proficiency in Property Management Systems (PMS), preferably Otalio. Ability to utilize digital tools for creating presentations, dashboards, and various operational performance-related reports.

•            Professional demeanor with strong emotional intelligence, effective communication, and organizational skills.

•            Skilled in conflict resolution with resourceful thinking.

•            Fluency in English (both spoken and written) is required; proficiency in additional languages, such as Arabic or Russian, is a plus.

•            The role requires the ability to travel extensively and will involve hybrid work, alternating between onboard the vessel and the corporate office.

•            Valid Passport

•            STCW Certification:

•            Valid Medical Certificate

 

Start date – approx. mid December 2025