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.Qualifications :Hotel Director / Hotel General Manager background in a 4- or 5-star hotel2-3 years of hotelier experienceAdditional languages are an advantage (Spanish, Italian, Portuguese, French, German)Duties and Responsibilities :Lead in delivering an exceptional guest experience and mentor other divisions on service standards. Foster strong relationships with division heads from both Hotel and Marine departments.Manage a team committed to providing outstanding customer service, responding efficiently to guest requests, and maintaining detailed knowledge of key performance indicators, guest ratings, and comments to promote a culture of ownership of the guest experience.Balance operational needs between Financial and Guest Services Divisions through effective communication to enhance guest satisfaction and ratings.Oversee group business onboard, ensuring the Group Coordinator has the necessary skills, training, and support for consistent service delivery.Assign duties, evaluate team members through feedback, and ensure high standards are met.Maintain comprehensive knowledge of Customs and Immigration policies and procedures, ensuring compliance with internal and external requirements related to guest immigration and clearance.
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