Feb 26, 2021

Guest Experience Manager

  • Royal Caribbean LTD
  • CocoCay (Royal Caribbean), The Bahamas
Full Time Job Customer Service Entertainment Hospitality & Tourism Manager Management Operations

Job / Advertisement Description

Guest Experience Manager

Perfect opportunities begin at Perfect Day!

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees on our Private Island located in The Bahamas, Perfect Day at CocoCay. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

Responsible for the delivery of the guest experience at CocoCay including all operational aspects of guest service, facility upkeep, and cleanliness of the Private Destination, Perfect Day at CocoCay.  

This role ensures company, divisional, and site performance objectives are met or exceeded by performing the following essential duties and responsibilities personally or through subordinate managers/supervisors. All duties and responsibilities are to be performed in accordance with Royal Caribbean International’s brand standards, SQM standards, USPH guidelines, environment, and safety policies. 

In accordance with Royal Caribbean International’s Royal Way, each employee always conducts himself in a professional and courteous manner. This consists of physical and verbal interactions with guests or fellow employees and/or in the presence of guest contact and employee areas. 

Essential Duties & Responsibilities:

All duties and responsibilities are to be performed in accordance with Royal Caribbean International’s Royal Way Experience, SQM standards, Public Health guidelines, environmental, and safety policies.  Each Island employee may be required to perform other functions in various venues In accordance with Royal Caribbean International’s philosophy of The Royal Way each employee conducts oneself in a professional and courteous manner at all times. This consists of physical and verbal interactions with guests or fellow employees.

  • Owns and enhances the overall guest experience by representing him/herself as a true guest ambassador.   
  • Interacts with guests throughout the site and identifies root cause of guest disappointment and minimize recurrence. 
  • Cultivates a trend for eliminating repeat comments and uses discretion whenever possible and manages all challenges as they arise. 
  • Responds to escalates guest concerns in a considerate, professional, and positive manner by showing empathy and listening actively.   
  • Takes ownership with follow up of guest concerns, by managing the Guest Feedback Log and effectively liaising with all division heads to ensure all outstanding issues are appropriately resolved to the guest satisfaction and in a timely manner.  
  • Works with the Problem Resolution and Brand Standards Manager to analyze and report all daily guest feedback. 
  • Ensures the guests’ first impression of service delivery is always optimized and that our guests receive a welcoming experience reflective of company brand standards.  
  • Develops new ways to enhance and enrich guest interaction and service through one on one interaction.  
  • Works with the Problem Resolution and Brand Standards Manager to regularly review the most repetitive guest issues and compliments, implements tracking measures to establish the root cause, and eliminates or sustains recurrence. 
  • Liaises with the Problem Resolution and Brand Standards Manager to ensure processes and procedures are changed to eliminate the issues.  
  • Leads the Guest Service Attendants to deliver the arrival experience at CocoCay. Tasks include but are not limited to: 
  • Leading a team of empowered individuals who strive to deliver focused and extraordinary customer service whilst taking ownership and accountability for reacting to guest feedback and requests effectively and efficiently. 
  • Training Guest Service Attendants to proactively greet guests, answer questions, and process on island sales. 
  • Ensuring Guest Service Attendants are product knowledge experts.  
  • Establishing a culture for owning issues and resolving to the full management level when necessary.  
  • Managing a team that excels in delivering industry leading service to our individual, international, and group guests. 
  • Ensuring all rules and procedures are respectfully enforced and accurate information is conveyed to the guests. 
  • Using every guest issue as an opportunity to coach and mentor the Guest Services Attendants, emphasizing empowerment and focusing on a desire to find permanent solutions to guest feedback.  
  • Leads the Shipboard Ask Me Team to deliver the arrival experience at CocoCay. Tasks include but are not limited to: 
  • Creating collateral and video content to train the Shipboard Team about CocoCay. 
  • Updating each Ship about changes at CocoCay on a systematic basis.  
  • Conducting the Ask Me Team daily briefing and site training. 
  • Monitoring the Ask Me Team throughout the Call Day and ensuring they are meeting expected standards and conveying accurate information.  
  • Leads and provides direction to the Operations Manager to maintain a world class resort appearance. Tasks include but are not limited to: 
  • Focusing on quality of operations and overseeing assignments of duties for the Operations Department. 
  • Observing and evaluating employees and work procedures to ensure quality standards and service are met. 
  • Monitoring the daily operation and performance of the Drivers, Restroom Attendants, General Workers, and Laundry Specialists. 
  • Maintaining visual standard guidelines for furniture, signage, and equipment. Liaising with Technical to remove, repair, or replace any items that do not meet standards.  
  • Ensuring all buildings are brightly painted and free of fading, marks, and/or chips.  
  • Allocating resources around the island to consistently offer organized and clean guest public spaces, beach front, sand areas, seating areas, restrooms, and venues.  
  • Working with Contractors and Technical to deliver projects aimed to enhance guest satisfaction.  
  • Training Crew Members to proactively manage the upkeep of their locations throughout the day.  
  • Leads and provides direction to the Operations Manager to ensure the safe and efficient operation of island transport. Tasks include but are not limited to: 
  • Managing the overall transportation process such as tram routes, number of trams, and more.   
  • Ensuring all Drivers are trained, safe, efficient, competent, and professional.   
  • Ensuring all transport vehicles are well maintained, professional looking, and available.  
  • Manages all group and charter business to enable delivery of services and products flawlessly on a consistent basis.  
  • Maintains an accurate inventory of all function related equipment ensuring equipment is in good working order and meet the business demands.  
  • Hosts visitors, charter groups, and weddings.  
  • Maintains current knowledge of all Island regular events and special functions by reviewing all available data in order to provide guests with accurate information.  
  • Maintains visibility front of house and uses effective planning and time management skills to properly balance front of house and essential administrative duties, ensuring all operational needs are met.  
  • Supports the Problem Resolution and Brand Standards Manager to communicate and teach standards and guest feedback scores as a content expert.  
  • Initiates meetings to address and resolve quality concerns and to drive. 
  • Motivates, coaches, trains, evaluates, and tracks development on an individual and team level. 
  • Takes the lead in ‘Owning the Problem’ and ‘Delivering the Wow’ embracing an ambassador’s role in tutoring other divisions on the key drivers of these standards. 
  • Always conducts him/herself in a professional and courteous manner through physical and verbal interactions with guests or fellow employees both Front of House and Back of House. 
  • Coordinates, monitors and oversees schedule and staffing accordingly. 
  • Guides, develops, and provides on-the job training to subordinates in order to strengthen their current performance and in preparation for future advancement. 
  • Monitors working hours and overtime to maintain the efficiency of the operations team without exceeding budgetary constraints, including coordinating work rotations and vacations schedule for local staff. 
  • Seeks out opportunity to reduce costs while maintaining standards of quality service. 
  • Maintains a basic understanding and familiarity with Bahamian Employment Act or applicable local laws. 
  • Mentors, develops and provides both classroom-style and on-the-job training to team members to strengthen their current performance and preparation for succession planning.  
  • Observes and evaluates team members through open and honest feedback to ensure high quality standards are met.  
  • Conducts consistent informally evaluations while on the job throughout each team member’s contract to further each team member’s personal development.  
  • Conducts regular formal evaluations of all direct reports. 
  • Performs related duties as required.  This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.     

Qualifications, Knowledge & Skills:

  • Bachelor’s degree in Hospitality Management, Business Management, or related discipline. 
  • Five or more years of progressive management and training experience in resort management with at least three years operational experience in operations, front office and/or housekeeping. Proven ability to manage all functions.  
  • Three or more years management experience onboard cruise ships or resort with knowledge of proper cleaning techniques, requirements, and use of equipment, and chemical handling is preferred. 
  • Three or more years management experience operating a provisioning transportation operation and guest transportation program for a resort.  
  • Required experience working with a quality management system. 
  • Previous exposure to international environments strongly preferred.  
  • Required experience managing guest complaints and inquiries for a large company. 
  • Demonstrated leadership capabilities.  
  • Effective verbal and written communications skills.  
  • Superior Computer literacy in word processing, spreadsheets, purchasing and maintenance systems, accounts payable. 
  • Ability to manage an international staff in a positive and productive manner by motivating, developing and managing employees as they work.
  • Required strong experience and proven track record of achievements in field. 
  • Displays tremendous leadership abilities while working as part of a team to yield goal-oriented results. 
  • Strong ability to coach and develop team members on effective problem resolution skills and aptitudes is a key requirement of this position.  
  • Previous exposure to international environments strongly preferred. 
  • Demonstrated leadership capabilities.  
  • Strategic thinker with strong conceptual skills, self-motivated, enthusiastic, flexible, and adaptable. 
  • Effective verbal and written communications skills. 
  • Advance computer literacy in MS Office, procurement, Internet, etc. 
  • Knowledge of policies and practices involved in the human resources function. 
  • Ability to supervise international staff in a positive and productive manner by motivating, developing and managing Employees as they work. 
  • Ability to speak English clearly, distinctly and cordially. 
  • Ability to read and write English in order to understand and interpret written procedures – this includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from managers and co-workers. 
  • All island employees must be physically able to participate in emergency lifesaving procedures and drills.
  • Full use/range of motion of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency.
  • Must be able to stand in the sun and endure external elements during work assignment.
  • While performing the duties of this job, the employee is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
  • Ability to lift and/or move up to 30 pounds.
  • Outdoors may be required to walk in extreme humid and hot conditions.

Join us at Royal Caribbean Group, where great vacations begin with great employees!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCG and each of its subsidiaries prohibit and will not tolerate discrimination or harassment