Guest Relation Manager

Key Responsibilities:
Lead and supervise the guest relations team, including guest services associates and concierge staff, to ensure the highest levels of service and professionalism.
Serve as the primary point of contact for guests, addressing inquiries, requests, and concerns in a prompt, courteous, and efficient manner.
Proactively engage with guests to anticipate their needs, preferences, and special occasions, and provide personalized recommendations and assistance to enhance their onboard experience.
Resolve guest complaints, disputes, and issues effectively and empathetically, demonstrating a commitment to guest satisfaction and conflict resolution.
Coordinate with other onboard departments, including housekeeping, food and beverage, and entertainment, to address guest concerns and ensure seamless service delivery.
Maintain accurate records of guest interactions, complaints, and resolutions, and prepare reports for management review and analysis.
Monitor guest feedback and satisfaction scores, identifying trends and opportunities for improvement, and implementing corrective actions as necessary.
Assist with administrative tasks, such as data entry, filing, and documentation, to support the efficient operation of the guest relations department.
Conduct regular training sessions and workshops for guest relations staff to enhance their skills, knowledge, and understanding of guest service best practices.
Qualifications:
Bachelor's degree in Hospitality Management, Tourism, or related field; Master's degree preferred.
years of experience in guest relations, customer service, or hospitality management, preferably in the cruise or hospitality industry.
Strong leadership and managerial skills, with the ability to motivate and inspire a team of diverse individuals to deliver exceptional service.
Excellent communication and interpersonal skills, with the ability to interact effectively with guests of varying backgrounds, cultures, and languages.
Proven ability to handle difficult situations and resolve conflicts with diplomacy, tact, and professionalism.
Strong organizational skills and attention to detail, with the ability to multitask and prioritize tasks effectively in a fast-paced environment.
Proficiency in Microsoft Office Suite and other relevant software applications for data analysis, reporting, and communication.
Fluency in English; additional language skills are a plus, particularly languages commonly spoken by our international guests.