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 and embodying the company’s values of friendliness, passion, and commitment. This role leads the front‑of‑house operations, ensuring both guest and team satisfaction while maintaining high hospitality standards.

Key responsibilities

• Lead and motivate the Guest Services team, setting performance standards and recognizing achievements.
• Oversee daily front‑of‑house operations, ensuring smooth service delivery and prompt resolution of guest issues.
• Conduct training, coaching, and progressive disciplinary actions to improve performance.
• Manage cash handling, foreign exchange transactions, and compliance with US cash handling procedures.
• Collaborate with shipboard and shore‑side managers to resolve complex problems diplomatically.
• Maintain a positive, diverse work environment and adapt to changing operational needs across the fleet.

Required profile

• Minimum two years of front‑of‑house managerial or operational experience on a cruise line.
• Strong interpersonal skills with the ability to handle guests requiring discretion, patience, tact, and diplomacy.
• Excellent written and spoken English; additional languages (Spanish, French, German, Italian, Portuguese) are a plus.
• Flexibility to work in various ship locations and adapt to fleet‑wide operational changes.
• High school diploma or equivalent; vocational education preferred.

Required skills

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