Guest Services Manager

About the role

The Guest Services Manager is responsible for delivering an exceptional travel experience to all guests on board. This role leads the Guest Service team, resolves complex guest issues, and drives engagement initiatives such as MSC Foundation programs and group events.

Key responsibilities

• Provide daily support to Guest Service staff, handle guest queries and own escalated issues to ensure swift resolution.
• Investigate and resolve complex feedback and complaints, applying the Guest Toolkit matrix for service recovery or compensation.
• Collaborate with department heads to approve goodwill gestures and maintain accurate interaction records.
• Oversee embarkation procedures, ensuring compliance with SOPs and terminal checklists.
• Facilitate communication between guests, senior management, and shore‑side Guest Relations, compiling required information and managing service requests.
• Utilize onboard IT systems (Otalio, Medalia, Inforships, Seaware) to track and resolve issues.
• Report potential problems to senior management and participate in daily issue‑resolution meetings.
• Maintain a visible presence on board by regularly interacting with guests and staff.
• Develop and deliver a comprehensive training program for the Guest Services team, including bi‑monthly Otalio service‑request training.
• Champion MSC Foundation initiatives and support group‑event strategies to enhance guest engagement and fundraising.

Required profile

• Proven experience in hospitality or cruise‑ship guest services, preferably in a supervisory or managerial role.
• Strong leadership and communication skills with a focus on guest satisfaction.
• Ability to manage multiple priorities, work under pressure, and make decisions quickly.
• Commitment to continuous training and team development.

Required skills

• Proficiency with Otalio system.
• Proficiency with Medalia system.
• Proficiency with Inforships system.
• Proficiency with Seaware system.