Assistant Guest Service Manager

Please note: While we are currently accepting applications for this role, the interviewing phase for this position may not begin until December 2024. Assistant Manager roles are expected to be filled by February 2025. This timeline is subject to change and any updates will be communicated as they become available.

Job Summary: 

The Assistant Guest Services Manager is responsible for supporting the Guest Services Manager in overseeing all guest service operations at Celebration Key Cruise Destination. This role involves managing daily guest interactions, resolving issues, ensuring high standards of service, and leading a team of guest service professionals to enhance the overall guest experience. The Assistant Guest Services Manager will ensure that the destination’s services meet the needs and expectations of guests while maintaining a high level of operational efficiency.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

The Assistant Guest Services Manager is responsible for, but not limited to the following: 

Operation and Team Management

• Oversee daily operations of the guest services department, ensuring efficient and effective service delivery.
• Assist in recruiting, training, and supervising guest services staff, ensuring they are well-informed and motivated to provide excellent service.
• Coordinate special requests and VIP services, ensuring personalized attention for high-profile gue
• Provide exceptional service to guests, addressing inquiries, concerns, and special requests in a timely and courteous manner.
• Ensure that guest complaints are resolved promptly and effectively, striving to exceed their expectations.
• Assist in developing and implement training programs to ensure staff are well-versed in guest service standards and procedures.
• Assist in conducting regular performance reviews, provide feedback, and foster a positive and motivated work environment.
• Coordinate with other departments, such as housekeeping, food & beverage, and activities, to address and fulfill guest needs.
• Handle and resolve escalated guest complaints or issues with professionalism and empathy.
• Escalate relevant complaints and issues to Guest Service Manager.
• Assist in investigating and addressing any recurring issues to prevent future occurrences.
• Assist in creating and managing staff schedules to ensure adequate coverage during peak and off-peak times.
• Address any staffing issues or shortages promptly.

Compliance & Quality Control

• Monitor and evaluate the quality of guest services, ensuring adherence to the resort’s standards and policies.
• Ensure adherence to established customer service standards and protocols.
• Monitor guest service interactions to ensure staff are delivering a high level of service.
• Encourage and uphold a culture of excellence and guest-centricity among the team.

Reporting & Maintenance

• Document and report on guest complaints and resolution outcomes for continuous improvement.
• Utilize data to track performance and implement corrective actions as needed.

EDUCATION & QUALIFICATIONS: 

• Associate or bachelor's degree in hospitality management, Business Administration, or a related field preferred
• Minimum of 3-5 years of experience in a guest services or hospitality management role, preferably in a resort or cruise destination setting.
• Proven experience in a supervisory or leadership capacity.
• Strong problem-solving skills and the ability to handle complex guest issues with professionalism.
• Excellent communication and interpersonal skills, with a focus on providing exceptional customer service.
• Proficiency in Microsoft Office and experience with guest management software or CRM systems.

SKILLS & SPECIFICATIONS: 

• Excellent verbal and written communication skills.
• Ability to interact effectively with guests, staff, and senior management.
• Strong problem-solving skills with the ability to handle guest complaints and conflicts with empathy and professionalism.
• Keen eye for detail to ensure that all aspects of guest service meet high standards.
• Experience in managing daily operations, implementing procedures, and ensuring efficiency in service delivery.
• Execute, and oversee guest service programs and initiatives effectively.
• Skilled in handling multiple tasks and priorities simultaneously while maintaining service quality.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and guest management software or CRM systems.
• Strong focus on delivering exceptional guest experiences and implementing initiatives to exceed guest expectations.

LANGUAGE REQUIREMENTS:  

• Ability to speak English clearly, distinctly and cordially with employees and guests.  
• Ability to read and write English 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 guests, managers and co-workers. 

PHYSICAL REQUIREMENTS:  

• Must be physically fit.
• Must have strong customer service skills.
• Ability to work in an outdoor environment.
• Ability to multi-task and think critically.
• Previous work experience preferred.  

OTHER REQUIREMENTS:  

• Fast-paced, dynamic environment with a need for flexibility in working hours, including weekends, evenings, and holidays
• Work may require employee to work inside and outside with exposure to changing climate and/or operate machinery.

May be requested to work a different shift.

Carnival Corporation & plc is the world’s largest leisure travel company. Our portfolio of leading cruise brands includes Carnival Cruise Lines, Holland America Line, Princess Cruises, and Seabourn in North America; P&O Cruises (UK), and Cunard in the United Kingdom; AIDA Cruises in Germany; Costa Cruises in Southern Europe; and P&O Cruises (Australia) in Australia.  

The Carnival Grand Bahama Investments Limited (CGBIL), a subsidiary of Carnival Corporation & plc, is seeking an Assistant Guest Services Manager.