Celebrity Cruises is looking for inspired global professionals who believe in success through commitment and pride to join our expanding family. As an industry leader in service and innovation, we provide a working environment that fosters career growth and development for our onboard team members. With a fleet of innovative cruise ships, each offering guests a premium vacation experience, there are almost countless opportunities to join us at sea.
We are currently searching for Guest Relations Manager to join our team! Potential candidates must have proven experience in providing concierge services to guest in a front desk department within a resort, hotel, or cruise line.
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Responsibilities include:
Provide consistent highly personalized concierge services to our guests and effectively managing the operation of the Front Desk Department in order to ensure total guest satisfaction
Directs, coaches, supports, supervises and evaluates (in conjunction with the Hotel Director), the performance of all Front Office and Concierge staff
Coordinates guests' special, out-of-the-ordinary requests for onboard services
Coordinates guests' requests for shore side services in ports, i.e., limousine services, car rentals, restaurant reservations, etc.
Handles guests' inquiries and complaints and ensures that they are resolved quickly, courteously, professionally and to the guests' total satisfaction
Coordinates the complete disembarkation process, in order to ensure proper disembarkation breakdown and that all departments involved are properly informed
Supervises the Event Coordinator in group functions and ensures invitations for onboard functions are sent out on a timely manner
Responsible for maintaining a report of extreme or unresolved guest issues, and updates the Hotel Director on a daily basis
Manages and maintains departmental finances within budgetary requirements
Mentors, develops and provides on-the-job training to his/her staff to strengthen their current performance and preparation for future advancement
Qualifications
Minimum Requirements:
· Providing concierge services to our guests and effectively managing the operation of the front desk department in order to ensure guest satisfaction
· Coordinating guests' special requests and inquiries, while ensuring they are resolved quickly and professionally
· Managing and maintaining reports of extreme or unresolved guest issues and departmental finances within budgetary requirements
· Supervision of front desk staff, concierge staff and event coordinator
· Minimum of two years hospitality experience in a four or five star resort, hotel, or cruise ship
· Bachelors degree in hospitality management, business administration or related field from an accredited college or university or the international equivalent
· Knowledge of the principles and processes for providing personalized services including needs assessment techniques, quality standards, alternative delivery systems, and guest satisfaction evaluation techniques
Ability to read, write and speak English clearly and distinctly
Must be able to accommodate a 4 months on / 2 months off contract schedule
· Strong communication skills in additional languages are desired
· All shipboard employees must meet all physical requirements and must be physically able to participate in emergency life saving procedures and drills.
· All international applicants must have the ability to obtain a C1/D visa
