Guest Services Manager

Job Responsibilities:

• Ensures guest service standards meet or exceed Hotel Policies & Procedures for every guest interaction.
• Ensures Guest Services Officers and the Guest Services Supervisor maintain thorough and up-to-date product knowledge by providing ongoing training.
• Observes guests to identify their preferences and adjusts service accordingly,
• anticipating guests needs during each guest interaction.
• Takes ownership of any guest issue brought to his or her attention; documents, resolves, and follows up in accordance with Hotel Policies & Procedures.
• Monitors satisfaction and service ratings against OB targets and formulates short-term service improvement plans.
• Every day partners with the Guest Services Director to ensure that all "Let Us Know" comment forms are promptly read, disseminates, and followed up on.
• Manages the day to day use of the OCEAN Hospitality Service Excellence tool for the Guest Services Team in order to enable first contact resolution, reduce recurring service failures and provide workable solutions throughout the guest experience. throughout the guest experience.
• Ensures that all guest complaints are listened to and understood with empathy, always showing genuine interest. Ensures responses are appropriate and in line with the Hotel Policies & Procedures.
• Meets with guests on a one-to-one basis as required.
• Ensures all guest complaints are documented per Hotel Policies & Procedures without delay.
• Constantly, throughout each day, analyzes the Guest in Focus report for accuracy, follow-up, and resolution; takes action and forwards information. When necessary, escalates issues to the Guest Services Director, Hotel General Manager, and other appropriate parties without delay.
• Ensures the Guest Services Supervisor and Guest Services Officers take ownership of each complaint they have recorded, follow up with the guest in question, include specific details of the resolution when updating the Guest in Focus file, and keep all relevant parties informed at all times.
• Ensures staff swiftly and satisfactorily resolve all guest relations issues; personally contacts each guest to follow up after the issue has been resolved.
• Ensures Suite, Elite, and VIP Guest in Focus file entries are communicated and followed up per Hotel Policies & Procedures.
• Consistently monitors the OCEAN Hospitality Service Excellence tool and promptly resolves issues that affect shipboard guest operations and guests cruise experience.
• Conscientiously manages the ship's cash account, payment of guest folios, and all receipt and payment vouchers in strict observance of the Hotel Policies & Procedures.
• Responsibly maintains a cash-float and ensures it is accurately balanced daily. Promptly and correctly prepares bank deposits, prepares, and receives cash orders, processes pay-ins and payouts to and from all departments; audits for accuracy in accordance with Hotel Policies & Procedures.
• Ensures all cash-float owners accurately balance and record their floats in accordance with Hotel Policies & Procedures.
• Efficiently manages Debitek operations including regular equipment maintenance and timely, accurate accounting of monies taken.
• Ensures the Business & Brand Director accurately balances all Weddings and Celebration Packages.
• Ensures all Dynamic Currency Conversion, Global Foreign Currency, Data4 and credit card authorization and settlement operations are completed in accordance with Hotel Policies & Procedures.
• Monitors for excessive charges and all voids on guest, officer, and department folios in addition to guest accounts for those who have left cash deposits, no form of payment or, if required, for where an alternative means of payment is necessary so that follow-up action can be taken in accordance with required Hotel Policies & Procedures.
• Manages the balancing of prepaid Gifts and Services, groups, and the Positive Surprises program.
• Promptly completes performance appraisals that are fair, objective, and accurate based on observed behavior. Observes each crewmembers performance using his or her role description as a guide and delivers prompt and appropriate correction, improvement, or reinforcement. Coaches and develops skilled, engaged team members to for career growth. Identifies top performers and mentors them for career advancement or promotion.
• Facilitates weekly department training sessions per Hotel Policies & Procedures as well as regular staff meetings to communicate policy, service, discuss problems and coordinate solutions.
• Ensures all Guest Services Officers receive appropriate and up to-date accounting and systems training.
• Partners with the Guest Services Director to ensure the Guest Services department receive appropriate and up-to-date product and service training through instructor-led and computer-based training courses
• Regularly manages the staff operational routines. Ensures that regular duties are covered appropriately and that assistance is willingly provided as requested for embarkation, disembarkation, etc.
• Regularly monitors direct reports to ensure they are providing constructive, consistent coaching and feedback to their reporting staff.
• Promptly makes performance improvement recommendations, including Performance Improvement Plans as required.
• Ensures that the Guest Services Supervisor is actively working at the Guest Services Desk and supervising the Guest Services operation.
• Consistently helps the Guest Services team understand how best to use hotel systems and other available tools, and regularly enhances their knowledge of the product. Ensures staff always understand and adhere to all Hotel Policies & Procedures.
• Schedules department staff to optimize the use of resources and ensure guest service standards are maintained without fail.
• Enthusiastically helps plan future itinerary deployments. Ensures the Guest Services team is trained accordingly and thoroughly prepared to answer questions on product, policy, demographic, itinerary, and port information. Fairly monitors the performance of the Guest Services Supervisor, Night Manager and Guest Services Officers keeping in mind any related Key Performance Indicators. Ensures the Guest Services team follows and fully understand company financial controls and procedures.
• Works with the Port Agent to resolve all lost-luggage reports without delay providing guest with regular updates.
• Consistently helps all cash handlers understand how best to use hotel systems and other available tools. Ensures staff understand and adhere to all financial controls and
• Hotel Policies & Procedures at all times.
• Ensures data integrity and confidentiality of Personally Identifiable Information (PII) data at all times.
• Ensures departmental crew are committed and engaged to Princess MedallionClass & OCEAN applications and continuously coaches the Guest Services team on all OCEAN Hospitality applications ensuring seamless delivery of the Princess MedallionClass experience.
• Communicated clearly the ongoing innovations and updates to Princess MedallionClass for the Guest Services team
• Ensures compliance with Hotel Policies & Procedures, HESS-MS, and other internal, external, and governmental regulations at all times.
• Promptly disseminates Hotel Policies & Procedures updates and ensures they are understood by all Hotel Services staff.
• Appropriately and timely resolves all issues found during internal and external audits; thoughtfully develops plans to prevent repeat occurrences.
• Always keeps his or her area secure; ensures that all Guest Services staff adhere to procedures to maintain maximum financial security at all times.
• Maintains current, accurate knowledge of public health standards. Promptly helps coordinate onboard resources and the response in case NoV, H1N1, or other outbreak situations necessitate increased sanitation levels.
• Ensures that all Guest Service team members thoroughly understand and immediately follow all Hotel Policies & Procedures and HESS-MS relating to 911 calls and ADA alarms.
• Promptly performs General Emergency Procedures duties as directed.
• Complies with all environmental policies (HESS-MS)
• Demonstrates commitment to the Companys values, beliefs, goals, and initiatives.
• Acts as a Company representative and always portrays a positive image of Princess Cruises to all guests, officers, and crew.
• Always maintains professional, effective, and motivated working relationships across all functions, taking into account differences in cultures, backgrounds, and individual personalities.

Qualifications:

• Graduate of recognized hotel or business school preferred.
• One to three years' experience as an Accounts Manager or Hotel Front Desk Manager in an international environment.
• Significant experience and knowledge in all aspects of hotel or cruise ship operations within the US and worldwide.

Princess Cruises offers many benefits. This position is afforded comfortable, Single cabin accommodations, meals, exceptional amenities, and extensive learning and recreational programs available to all our teammates.