Senior Manager, Guest Services Operations

Overview

Job Description Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey.

We are looking for a Sr Manager, Guest Services Operations. The Senior Manager, Guest Services Operations for Holland America Line and Seabourn is responsible for leading and managing all aspects of Guest Services across both brands to deliver exceptional guest satisfaction, operational excellence, and financial accountability. This role oversees day-to-day operations and drives strategic initiatives aimed at enhancing the guest experience, streamlining processes, and optimizing resource utilization.

Key responsibilities include managing service recovery and compensation programs, ensuring timely and effective problem resolution, and implementing preventative measures to eliminate recurring issues. The Senior Manager provides leadership and guidance to fleet and shipboard Guest Services teams, conducts ship visits for audits and process evaluations, and collaborates with other hotel departments to identify and remove barriers to service excellence. Additionally, the position focuses on innovation through technology and systems, contributes to new build and dry dock planning, and ensures compliance with company policies and regulatory standards.

The role also encompasses financial oversight, including cost control and revenue management for programs such as shuttle services, as well as talent development, succession planning, and fostering a positive, inclusive culture. By leveraging synergies between brands, benchmarking industry trends, and driving continuous improvement, the Senior Manager plays a critical role in delivering a seamless, world-class guest experience while achieving business objectives and maintaining high employee engagement.

Guest Services Operations Management

• Lead and manage all Guest Services operations for Holland America Line and Seabourn to ensure seamless service delivery and exceptional guest satisfaction.
• Oversee day-to-day operations, ensuring alignment with company standards and financial targets.
• Coordinate with other hotel departments to identify and eliminate barriers to service and product delivery excellence.
• Monitor and measure service recovery and compensation programs to prioritize issues and prevent recurring failures.
• Maintain a strong focus on problem resolution and timeliness, emphasizing shipboard resolution and preventative measures.
• Provide input for new builds and dry docks regarding Guest Services equipment specifications and facility layouts.
• Oversee Shuttle Bus program operations, including revenue generation and cost control.

• Drive initiatives to improve guest experience, streamline operations, and enhance productivity through innovative technology and systems.
• Participate in operational and strategic business planning meetings; establish reporting systems to monitor departmental performance.
• Conduct ship visits to audit procedures, evaluate processes, prepare reports, and follow up on action plans.
• Benchmark industry trends and leverage sister company initiatives to enhance product delivery and operational efficiency.
• Develop and implement customer service programs that foster loyalty and retention.

• Manage departmental budgets, cost control measures, and revenue streams to ensure financial responsibility.
• Analyze compensation expenditures and implement controls to maintain financial discipline.
• Ensure compliance with company policies, procedures, and regulatory requirements related to safety, health, and environmental standards.
• Oversee quality control metrics, including problem resolution timeliness and guest satisfaction scores.

• Provide guidance and direction to Fleet Managers and shipboard Guest Services teams for effective planning and skill development.
• Mentor and develop direct reports, manage succession planning, and sponsor career development initiatives.
• Oversee performance management processes and identify high-potential employees for advancement.
• Promote cultural leadership by fostering a positive, inclusive work environment aligned with organizational values.
• Implement training programs to ensure continuity of service standards and team member experience across all business units.

• Partner with corporate and shipboard management to refine procedures and enhance compliance for embarkation, disembarkation, and large-scale guest movement.
• Manage relationships with internal stakeholders and external vendors to strengthen collaboration and operational effectiveness.
• Facilitate cross-brand synergies between Holland America Line and Seabourn to drive efficiencies and improve product delivery.

• Scope: The Senior Manager, Guest Services Operations…