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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.
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:
1. Hotel Director/Hotel General Manager background in a 4- or 5-star hotel
2. 2-3yrs of hotelier experience
3. Additional languages is an advantage (Spanish, Italian, Portuguese, French, German)
Duties and Responsibilities:
1. Takes the lead in owning and delivering an exceptional guest experience while embracing an ambassador’s role in tutoring other divisions on the key drivers of these standards. Encouraged to maintain and further develop strong rapport with division heads from both Hotel and Marine departments.
2. Responsible for leading a team of empowered individuals who will strive to deliver focused and extraordinary customer service, taking ownership for efficiently reacting to guest requests. Maintain a detailed knowledge of all key performance indicators, guest ratings and comments to establish a culture throughout the Guest Services team for complete ownership of the guest experience.
3. Effectively balances operational needs between the Financial and Guest Services Divisions through synergetic communication of guest issues to optimize positive guest comments and ratings of the overall Guest Services operation.
4. Effectively manages all group business onboard ensuring the Group Coordinator has all the necessary skills, training, tools, information and support to enable consistent delivery of services and products.
5. Assigns duties and responsibilities to team members. Observes and evaluates team members through open and honest feedback to ensure high quality standards are met.
6. Comprehensive knowledge of Customs and Immigration policies and procedures. The Guest Services Manager is the driving force to ensure maximum compliance with all internal requirements and external authorities as it relates to guest immigration and clearance
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.
