Guest Services Manager

About the role

The Guest Services Manager leads the delivery of an exceptional guest experience on board a cruise ship, ensuring high satisfaction for both guests and crew. The role combines operational leadership, team development and close collaboration with hotel and marine departments to uphold hospitality standards.

Key responsibilities

• Lead and mentor a team to provide extraordinary customer service, responding efficiently to guest requests.
• Own the guest experience, acting as an ambassador and training other divisions on service standards.
• Monitor and analyse key performance indicators, guest ratings and comments to drive continuous improvement.
• Balance operational needs between financial and guest services areas, communicating guest issues to optimise satisfaction.
• Manage all group business onboard, supporting the Group Coordinator with training, tools and information.
• Assign duties, observe performance and provide honest feedback to maintain high quality standards.
• Ensure compliance with customs and immigration policies, overseeing guest clearance procedures.

Required profile

• Background as a Hotel Director or General Manager on a cruise line (shipboard).
• 2‑3 years of experience in the hotel or hospitality sector.
• Additional language skills (Spanish, Italian, Portuguese, French, German) are a plus.

Required skills

• Knowledge of customs and immigration regulations and procedures.
• Ability to interpret and act on key performance indicators and guest feedback data.