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Job Name
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Guest Relations Manager
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Divisions
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Sumary
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The Guest Relations Manager (GRM) is responsible for all aspects of passenger satisfaction onboard the ship, and for ensuring that all passenger requests, inquiries, and complaints are handled appropriately. Personally meets with any passengers who make complaints which cannot be resolved by the reception team, and tries to ensure a resolution which is satisfactory to the passenger and the company. Oversees the Guest Relations desk team, ensuring adequate scheduling at all times. Oversees the embarkation process. Attends social events onboard, often acting as host / hostess for travel agent or incentive groups. This position carries a high level of responsibility, and is a key position for ensuring passengers satisfaction.
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General Requirements
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Previous ship experience as Guest Relations Manager is preferred, however experience in a similar shoreside position may be acceptable.
Must be multi lingual, with fluent English, and Portuguese being essential, and other languages a benefit.
Must have excellent social skills, and a clear speaking voice.
The ability to manage a diverse team of people is needed, leading by example, maintaining company standards in a friendly but firm manner. Good communication skills are required, with the ability to interact at all levels.
Good general computer skills are required, with experience using Microsoft Excel. Previous experience using TTG / DTS systems is a benefit.
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