Guest Services Manager

Your Purpose

The Guest Service Manager can ensure that all guests on board receive the ultimate travel experience. Their decisions in creating Explora OSOM moments engage with all guests and identify occasions to enhance their cruise. Maintaining the atmosphere of their teams is imperative, and training should continue daily on the approach to our guests and follow-up on any guest-related issues. Additionally, the GSM holds responsibility for MSC Foundation initiatives and Groups & Events strategy, actively championing these programs to drive guest engagement and maximize fundraising impact. 

Your Impact

• Guest Support: Providing comprehensive support to the Guest Service Staff, handling guest queries, and taking ownership of escalated guest issues to ensure swift resolution and guest satisfaction.

• Issue Resolution: Investigating and resolving complex or long-standing guest feedback and complaints passed on by other staff members, utilizing the Guest Tool kit matrix for service recoveries or compensation, as approved by onboard and shore-side management.

• Interdepartmental Collaboration: Managing and approving gestures of goodwill in coordination with other department heads, maintaining accurate records of guest interactions and resolutions in various reporting systems.

• Embarkation Management: Taking full responsibility for embarkation procedures as per standard operating procedures (SOP) and ground handling guidelines, ensuring compliance with terminal setup checklists, and seeking approval from the General Manager before initiating embarkation.

• Communication Facilitation: This role is vital for guests, senior management, and guest relations management. It compiles and communicates information requested by shore-side Guest Relations and oversees the maintenance and resolution of Service Requests.

• IT Systems Utilization: Demonstrating proficiency in Otalio, Medalia, Inforships, and Seaware systems, ensuring thorough knowledge and execution of their functionalities.

• Issue Reporting: Promptly inform Senior Management of potential or existing problems to facilitate prompt corrective action, participate in daily guest issue meetings with other managers to brainstorm improvements to guest services, and ensure the vessel's overall maintenance.

• Guest Interaction: Hosting guests regularly, fostering a walk-on management style to maintain visibility and accessibility to guests and staff.

• Training Oversight: Developing and implementing a comprehensive training program for the Guest Services team, including Otalio service request training conducted at least twice a month or following significant management changes in coordination with Learning & Development (L&D).

• Guest Hosting : Host Guest Tables, twice a week, participate in all social activities as much possible, attend pre-dinner cocktails parties, spend time in lobby lounge to assess GS flows and address guests issues.

MSC Foundation Accountability:

• Champion MSC Foundation initiatives onboard, ensuring visibility and guest engagement.

• Liaise with Retail and other departments to integrate MSC Foundation merchandise and fundraising strategies.

• Monitor performance metrics (donations, guest feedback) and report to senior leadership.

Groups & Events Strategy:

• Oversee planning and execution of group functions and special events, ensuring alignment with Explora Journeys’ luxury standards.

• Provide leadership and guidance to AGSM and GSAs for event coordination and guest experience excellence.

• Collaborate with other departments to deliver seamless event logistics and personalized guest experiences. 

Your Journey So Far

• A minimum of 4 years experience in a position with diverse luxury hospitality and luxury cruise line

• Excellent communication and customer care skills.

• Problem-solving and stress tolerance.

• Excellent organization and managerial skills.

• Initiative and proactive approach. 

• Fluent in English, oral and written, and any three additional European languages (Italian, Portuguese, German, Spanish, and French).

• Proficient in Computers and Microsoft Office Suite, including Publisher.

Your Essentials