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 ROYAL WAY – Friendly, Passionate, and Committed. This role drives a positive work environment, focuses on operational goals, and leads the front‑of‑house team to exceed hospitality standards.

Key responsibilities

• Lead and motivate the Guest Services team, ensuring outstanding service delivery.
• Oversee daily front‑of‑house operations, training, and performance recognition.
• Handle guest inquiries and issues with discretion, patience, and diplomacy.
• Administer progressive disciplinary actions, coaching, and counseling as needed.
• Maintain compliance with US cash handling procedures, foreign exchange operations, and office equipment usage.
• Collaborate with shipboard and shore‑side managers to resolve problems and negotiate solutions.

Required profile

• Minimum two years of front‑of‑house managerial or operational experience on a cruise line.
• Strong interpersonal skills to interact with diverse internal and external guests.
• Flexibility to adapt to a changing work environment and fleet‑wide placement needs.
• High school diploma or equivalent; vocational education preferred.
• Fluent English (spoken and written); additional languages (Spanish, French, German, Italian, Portuguese) are a plus.

Required skills

• Proficiency with Microsoft Office suite.
• Working knowledge of US cash handling procedures.
• Experience with foreign exchange transactions.
• Competence in operating standard office equipment and computer systems.