Guest Services Lead

POSITION SUMMARY:

The Guest Services Lead is responsible for Guest Services (including Ask Me Team) and Guest Tram experience on the Destination. This position is accountable for the welcome and farewell experience, Team Member  conduct and performance, cleanliness and maintenance of workspaces and equipment, and delivery of Company standards. The Lead actively listens to Guest inquires and extends assistance to resolve issues. This role possesses a strong Guest engagement personality with good social and communication skills. This position leads by example and requires exemplary organization, customer service focus, effective decision-making abilities, excellent Guest and Team Member engagement, training, knowledge of the product and service standards.  

All duties and responsibilities are to be performed following Royal Caribbean International’s Brand Standards, the Royal Way philosophy, Company policies, and SOPs, Public Health, Safety, Security, and Environmental Guidelines.  

This Job Description in no way states or implies that these are the only duties to be performed by the Destination Team Member occupying this position. All Team Members may be required to perform any other job-related duties assigned by their Supervisor or Management. The nature of this job requires daily interactions with internal and external stakeholders.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Ensures Team Members deliver exceptional Guest Service (e.g., active, engaging, solution-focused, knowledgeable, etc.) and efficient operations (e.g., low wait time, available information, etc.).  

• Supervises by actively walking areas of responsibility throughout the day. Observes Team performance monitors rotations and breaks, assists with any operational challenges, provides relief breaks, and works in position when required. Each Lead will work assigned zones to ensure the Team is monitored equally.

• Addresses performance concerns with on-the-job coaching. Elevates issues to the Manager when required.

• Maintains records of opening and closing procedures as well as other administrative tasks assigned by the Manager.  

• Uses every Guest issue as an opportunity to coach and mentor the Team Members, emphasizing empowerment and focusing on a desire to implement permanent solutions to reoccurring issues.  

• Checks visual standard guidelines and conditions of furniture, signage, and equipment. Reports unsafe conditions or maintenance needs within their area of responsibility to Island Experience Manager.

• Ensures all rules and procedures are respectfully enforced, and accurate information is conveyed to the Guests. 

• Strives to deliver Brand Standard Guest Service and always offers solutions to Guest issues. Actively monitors the Team's conduct for professionalism and engaging Guest Service. Maintains awareness of Guest ratings.

• Assists the Manager in developing and delivering classroom-style, on-the-job, and familiarization trainings.  

• Conducts Team Member appraisals when assigned by the Island Experience Manager. Ensures that all Team Members have the knowledge and skills to succeed at their job and are preparing themselves for future roles.  

• Maintains current knowledge of up-to-date events and special functions on the Destination and informs the Team.

• Supports Housekeeping Lead when assigned by the Island Experience Manager.

• Participates in trainings and meetings. Adheres to a Company confidentiality agreement.

• Follows the Destinations grooming standards and ensures the team follows the standards.

• Acknowledges and greets Guests, Visitors, and Team Members in public spaces with a warm, friendly greeting.

• Manages work schedules to meet the needs of the operation. Develops, implements, and monitors rotation sheets for the operation. Keeps record of hours worked and approves overtime.

• Maintains the continuous updating of clear and concise handover notes to eliminate any possible miscommunication that compromises the efficiency of set processes.

GUEST SERVICES ATTENDANTS

• Inspects all Guest Service Attendants Positions (i.e., Arrivals, Coco Beach Club, Locker Room, Tram Stations, etc.) before ship arrival to ensure all areas are clean, free of debris, and in good condition. Workspaces must always have open umbrellas, map supplies for Guests, full water stations, and sunscreen available for the Team during Call Days.  

• Checks all electronic equipment is operational and has accurate data (e.g., Digital ShoreX, waterpark gates, radios, etc.). Troubleshoots any issues with the IT Officer.

• Ensures all Team Members are in position, ready to welcome Guests, and equipped with the necessary information for the day (e.g., tour cancellation due to weather, location of tours, venues, and attractions).

• Directs Guest Services Attendants as necessary to accomplish routine and other tasks as needs arise.

• Trains Team Members to proactively greet Guests, answer questions, and upsell tours and attractions.

• Ensures Guest Services Attendants greet all Guests immediately with a friendly and sincere welcome. Ensures all Team Members proactively anticipate Guests’ needs and ask Guests if they need assistance.  

• Ensures Team Members bid Guests farewell and close workspaces as per procedures.

OPERATIONS DRIVERS

• Ensures Team Members are trained, safe, efficient, competent, and professional.

• Ensures all transport vehicles are well maintained, professional-looking, and available.  

• Inspects trams to ensure all vehicles are clean, free of debris, and in good condition including music before ship arrival.

• Prepares the Drivers for daily operation ensuring all trams are on the Pier and Main Tram Station before ship debark. Guest Service Lead must be on Pier for the first Guest debark every Call Day.  

• Owns the performance of tram service and dispatch throughout the day. Makes operational and schedule adjustments to meet the needs of the operation.  

• Ensures Team Members proactively manage the upkeep of their trams throughout the day and put away vehicles according to procedures each evening.  

• Ensures trams are scheduled for deep cleaning by Drivers and planned preventative maintenance with Technical.

SHIP STAFF- ASK ME TEAM

• Leads the Shipboard Ask Me Team to deliver the arrival experience. Conducts daily briefings and tours for the Team.

• Monitors the Ask Me Team throughout the Call Day to ensure their presence for the Guests.  

QUALIFICATIONS:

• School Diploma or equivalent vocational training. Ability to perform math functions. Computer literary preferred.

• Minimum two (2) years of experience in customer contact positions within the hospitality industry.

• Driving license is a must. 

• Ability to demonstrate leadership capabilities. Effective verbal and written communications skills.

• Ability to manage an international Team in a positive and productive manner by motivating and developing the Team.  

PHYSICAL REQUIREMENTS:

• While performing the duties of this job, the team member is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste and smell. The team member must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.  

• All Destination Team Members must be physically able to participate in emergency life-saving 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.  

WORK ENVIRONMENT:

• Destination outdoor environment where high temperature, precipitation, and humid temperatures are experienced.

• While performing the duties of this job, the team member is required to work outdoors in extremely humid and hot conditions for an extended time, walking in sand and uneven surfaces.