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Guest Relation Manager

4 months ago

Miami, United States Crew Life at Sea Full time
Job DescriptionJob Description

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.