Guest Services Manager – Hospitality (Cruise Line)

About the role

The Guest Services Manager is responsible for delivering an exceptional guest experience on a cruise ship, acting as an ambassador for hospitality standards across all departments. This role leads a dedicated team, ensures compliance with immigration procedures, and collaborates closely with both Hotel and Marine divisions.

Key responsibilities

• Lead and mentor a team to provide extraordinary customer service and respond efficiently to guest requests.
• Maintain and improve key performance indicators, guest ratings, and feedback to foster a culture of ownership.
• Balance operational needs between Financial and Guest Services divisions through clear communication of guest issues.
• Oversee group business onboard, ensuring the Group Coordinator has the necessary training, tools, and support.
• Assign duties, evaluate performance, and provide honest feedback to uphold high quality standards.
• Ensure full compliance with Customs and Immigration policies and procedures for guest clearance.

Required profile

• Background as a Hotel Director or General Manager on a cruise line (shipboard).
• 2‑3 years of hotelier experience.
• Additional language skills (Spanish, Italian, Portuguese, French, German) are an advantage.

Required skills