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JOB PURPOSE

An exciting opportunity exists for a world class Guest Services Manager to join our newly created luxury travel brand “Explora Journeys”. The Guest Service Manager ensures 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.

KEY ACCOUNTABILITIES

• 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.
• 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 muchpossible, attend pre-dinner cocktails parties, spend time in lobby lounge to assess GS flows and address guests issues.