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- Tasks: Lead the Front Desk Team to deliver exceptional guest experiences and manage daily operations.
- Company: Join Celebrity Cruises, a leader in premium travel experiences on luxury ships.
- Benefits: Enjoy competitive pay, opportunities for growth, and a vibrant work environment at sea.
- Why this job: Be the face of hospitality, making memorable connections with guests while developing your leadership skills.
- Qualifications: 4+ years in a managerial role at a 4-5 star hotel; multilingual skills are a plus.
- Other info: Must be ready to work under pressure and embrace the dynamic shipboard lifestyle.
The predicted salary is between 36000 - 60000 £ per year.
The Front Desk Manager owns each guest with whom they interact, follow up on experience and offering a seamless execution of premium service that is both exceptional and memorable. As a Manager in the Guest Relations Department, The Front Desk Manager is the liaison between the Front Desk Team and all Hotel and Marine Departments to support proactive anticipation to every guest’s needs and expectations. The Front Desk Manager must possess outstanding hospitality, communication, leadership and organizational skills in addition to effective decision-making abilities. Paying keen attention to detail, the Front Desk Manager is held fully accountable for the leadership required to foster a quality and personalized guest experience within the team. This individual will take full ownership of Front Desk Team regarding all results, financial, development, training and analytical aspects including the accountability of escalated guest interaction, the guest sentiment following the interaction and the orderliness, emergency preparedness and efficacy of the Front Desk Operations, back and front of house. Qualifications: SHIPBOARD Employment type. Must at least have more than 4 yrs of experience in a Front Desk Managerial position or a General Manager position in a boutique hotel or in a 4–5-star hotel experience. Experience in handling 100 guests in a 4–5-star hotel. Experience in handling and supervising 30 Team Members in Guest Services Department. Must be willing to work under pressure Ability to speak additional languages such as Spanish, Italian, Portuguese, French or German preferred (Conversational Proficiency). Essential Duties & Responsibilities: All duties and responsibilities are to be performed in accordance with Celebrity Cruises WAYS standards, Standards of Excellence, Public Health guidelines, Key Performance Indicators, environmental, and safety policies in any area of the ship required. Maintains a constant presence of professionalism and emergency preparedness within the Front Desk Operations both back and front of house, being the brand voice and physical representative of the ship and Guest Relations for all interactions and calls providing impeccable, personalized quality of service to internal and external guests and crew alike Executes the Ability to Resolve Issues vision in accordance with the current Standards of Excellence, holds accountability over all team development and performance opportunity, fosters healthy financial figures and guest satisfaction results. Championing strong administrative skills, taking periodic metrics of data such as guest counts, desk volume, concern content and guest and crew interaction behavioral analysis Readily communicates inventory, program access and maintenance requirements by taking full stewardship of work areas and tools Due diligence, care and attention to detail in all interactions and operations with an elevated focus on precision during financial transactions and cash float operations Responds to escalated guest concerns in an up-scale, considerate, professional and positive manner, showing empathy and actively listening41bf1e1f-b16b-4260-a40a-17c77a06fd15
Guest Services Manager - UK employer: Royal Caribbean Group
Contact Detail:
Royal Caribbean Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Services Manager - UK
✨Tip Number 1
Familiarise yourself with the specific expectations of a Front Desk Manager in a shipboard environment. Research Celebrity Cruises and their service standards to understand what they value in guest relations.
✨Tip Number 2
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can help you tailor your approach during interviews.
✨Tip Number 3
Prepare to discuss your leadership style and how you've successfully managed teams in high-pressure situations. Use specific examples that highlight your ability to maintain exceptional service standards.
✨Tip Number 4
Showcase any multilingual skills you have, especially if you speak languages relevant to the guest demographic. This can set you apart from other candidates and demonstrate your commitment to providing personalised service.
We think you need these skills to ace Guest Services Manager - UK
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in guest services and management. Emphasise your leadership skills, ability to handle high-pressure situations, and any specific achievements in previous roles that demonstrate your capability as a Front Desk Manager.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for hospitality and your understanding of the role. Mention your experience with managing teams and guest interactions, and how you can contribute to creating exceptional guest experiences.
Highlight Language Skills: If you speak additional languages, make sure to mention them prominently in your application. This is particularly important for this role, as it can enhance communication with a diverse range of guests.
Showcase Problem-Solving Abilities: In your application, provide examples of how you've successfully resolved guest issues in the past. This will demonstrate your ability to handle escalated concerns professionally and empathetically, which is crucial for the Front Desk Manager position.
How to prepare for a job interview at Royal Caribbean Group
✨Showcase Your Hospitality Skills
As a Guest Services Manager, your ability to provide exceptional service is crucial. Be prepared to share specific examples of how you've gone above and beyond for guests in previous roles. Highlight your experience in handling difficult situations with grace and professionalism.
✨Demonstrate Leadership Experience
This role requires strong leadership skills. Discuss your experience in managing teams, particularly in high-pressure environments. Share how you motivate and develop your team members to ensure they deliver top-notch service.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think about past experiences where you resolved guest complaints or improved service processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Communication Skills
Effective communication is key in this role. Be ready to discuss how you ensure clear communication within your team and with other departments. If you speak additional languages, mention this as it can be a significant advantage in enhancing guest relations.
