The Guest Services Manager oversees all front-of-house guest service operations onboard, ensuring that guests receive outstanding care throughout their voyage. This role is highly visible, guest-facing, and requires strong leadership, communication, and problem-solving skills.

You will lead, coach, and develop a team focused on “Owning the Problem” and creating “Wow” moments for guests, while also managing operational processes, financial accuracy, training, and cross-department collaboration.

• Lead a high-performing Guest Services team to deliver exceptional, personalized guest service.
• Handle escalated guest concerns with empathy, diplomacy, and professionalism.
• Ensure timely and effective resolution of guest issues; manage the Guest Satisfaction Log.
• Monitor guest feedback and drive improvements to minimize recurring issues.
• Maintain strong visibility in guest areas; balance administrative and front-of-house responsibilities.
• Recruit, mentor, coach, and evaluate team members to drive individual and team performance.
• Provide ongoing training, including problem-solving, service standards, and guest interaction skills.
• Support succession planning and cross-training initiatives to build a stronger, more flexible team.
• Manage scheduling and staffing levels in coordination with shoreside teams.
• Collaborate closely with onboard Financial teams regarding billing, revenue, adjustments, and cash handling.
• Review daily financial transactions and take corrective action when needed.
• Manage budgets, operational costs, and division business plans to support company goals.
• Oversee the Print Shop, Concierge, and International Ambassador functions.
• Ensure flawless coordination of group business onboard.
• Maintain inventory and condition of equipment for onboard events.
• Support boarding, disembarkation, and port operations to ensure smooth and timely processes.
• Lead compliance with Customs and Immigration procedures.
• Ensure all operations meet company service standards, safety policies, and environmental regulations.
• Participate in mandatory drills, safety meetings, and emergency response duties as assigned.
• Maintain high-quality documentation, reporting, and handover notes.
• Promote a safe working environment and drive workplace safety improvements.

Qualifications:

• Minimum 2 years of front-of-house managerial or operational experience in a hotel, resort, cruise ship, or hospitality environment.
• Strong background in guest service leadership, conflict resolution, and staff development.
• Excellent interpersonal and diplomatic communication skills.
• Ability to work calmly under pressure and resolve complex guest situations.
• Familiarity with financial processes, cash handling, and administrative systems.
• Proficient with computers and office software (e.g., Microsoft Office).
• High school diploma or vocational equivalent required; higher education an asset.

Language Requirements:

• Fluent English (spoken and written).
• Additional languages (Spanish, German, French, Italian, Portuguese, etc.) are an advantage.

Physical Requirements:

• Ability to stand, walk, reach, and perform duties for extended periods.
• Able to lift up to 50 lbs.
• Must be physically able to participate in emergency drills, including lifeboat activities.
• Comfortable working in a diverse, fast-paced shipboard environment with varied schedules.

How to apply for the job:

Register your profile with OSM Thome Recruitment tool on https://jobs.osmthome.com/jobs

Upload your English CV to OSM Thome.

OSM Thome Recruitment will contact you for the next steps of the recruitment process.