Guest Services Director

Key Responsibilities:

  • Leads the Guest Services, Housekeeping, and Laundry teams, ensuring the highest level of guest satisfaction, product standards, public and crew area cleanliness and maintenance.
  • Enforces accountability and ownership of service excellence philosophy among all front of house service providers.
  • Maintains a constant presence on the floor, monitoring cleanliness and service standards.
  • Manages overall guest satisfaction, supporting the teams to provide timely, effective, and personalized resolutions, while driving down ship specific post cruise complaints and compensation.
  • Plans the voyage execution and considers all critical factors such as guest demographic, potential itinerary & operational challenges, logistics and staffing, etc.
  • Directs efficient and smooth guest embarkation & disembarkation process, tender operations, passport and immigration inspections, to maintain Company standards.
  • Oversees port arrival and departure formalities, including electronic transmissions; ensures timely, compliant, and accurate clearance process for guests, teammates and supplies.
  • Identifies potential future leaders; mentors and coaches them to ensure successful and transparent succession planning.

Qualifications & Experience:

  • Five+ years of progressive management experience in a leading hospitality setting with operational management experience in Guest Services and Housekeeping operations
  • Demonstrated leadership capabilities with proven business and organizational planning, coordination and execution
  • Quality-driven with a passion for building a guest-centric operation, delivering quality service standards, and adopting successful problem resolution and trend evaluation techniques.
  • Knowledge of policies and practices involved in the human resources function. 
  • Ability to manage the international staff positively and productively by motivating, developing, and managing employees as they work. 
  • Must possess the ability to coach and counsel targeted to improve performance, administering the disciplinary process effectively.
  • Has shown continued career growth with a desire to excel in reaching further goals.

Contract:

  • 4 months on-board, followed by 2 months of vacation
  • Single cabin with private bathroom facilities

Start Date:

Successful candidates will be scheduled to join vessels throughout 2022, after completion of pre-employment paperwork.

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