Reservations and Guest Services Manager

Being a key member of the shipboard management team, the Guest Services Manager possesses a dynamic outgoing demeanor with a passion for delivering an industry leading guest vacation experience while personifying The ROYAL WAY (Friendly, Passionate, and Committed). The Guest Services Manager continually strives to exceed hospitality industry standards, while ensuring complete guest and team satisfaction. This role establishes and drives a positive working environment and focuses on operational goals where training, leadership, development, and recognizing overall team performance are paramount.

Leading by example and from the front of the house, the Guest Services Manager is the ship's driving advocate for delivering outstanding service to our guests that goes above and beyond their expectations.
Minimum two years’ front of house managerial/operational experience in a hotel, cruise line or hospitality related field preferred.
Knowledge of principles and processes for providing exemplary customer and personal service including needs assessment, problem resolution and achievement of quality service standards.
Flexibility to manage, focus, direct and encourage a positive, dynamic, diverse guest services operation by navigating through a changing work environment.
Should be able to utilize and administer the progressive disciplinary action process through coaching and counseling to improve performance where possible.
Ability to work positively and cooperatively in a diverse team environment to meet overall established time frames for the Guest Services division operation.
Working knowledge of computers, internet access, and the ability to navigate within a variety of software packages such as Microsoft Office.
Demonstrates a working knowledge to operate all office equipment. Working knowledge of US cash handling procedures and foreign exchange required. Required to speak English clearly and distinctly.
Aptitude to read and write English to understand and interpret written procedures. Ability to speak additional languages such as Spanish, French, German, Italian or Portuguese preferred but not essential.