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Guest Services Manager continually strives to exceed hospitality industry standards, while ensuring complete guest and team satisfaction. This role establishes and drives a positive working environment and focuses on operational goals where training, leadership, development, and recognizing overall team performance are paramount.

Qualifications:

Hotel Director/Hotel General Manager background in a 4- or 5-star hotel

2-3 years of hotelier experience

Additional languages are an advantage (Spanish, Italian, Portuguese, French, German)

Duties and Responsibilities:

Lead in delivering an exceptional guest experience, acting as an ambassador and mentoring other divisions on key service standards. Maintain strong rapport with division heads from both Hotel and Marine departments.

Lead a team committed to delivering outstanding customer service, taking ownership of guest requests. Monitor key performance indicators, guest ratings, and comments to foster a culture of complete ownership of the guest experience.

Balance operational needs between Financial and Guest Services Divisions through effective communication to enhance guest comments and ratings.

Manage all onboard group business, ensuring the Group Coordinator has the necessary skills, training, tools, and support for consistent service delivery.

Assign duties to team members and evaluate their performance through feedback to ensure high standards are met.

Have comprehensive knowledge of Customs and Immigration policies and procedures. Ensure compliance with all internal and external requirements related to guest immigration and clearance.

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