Assistant Guest Relations Manager
The Assistant Guest Relations Manager is a passionate, service-driven leader with exemplary problem resolution skills. The role directly oversees the operations of the Guest Relations Desk, while ensuring the successful execution of a purposeful driven service culture.
The Assistant Guest Relations Manager incorporates the latest service trends of the hospitality industry resulting in a distinctive and unparalleled service experience. Fostering a positive work environment is key to ensuring complete guest and team satisfaction. The operational goals of training, leadership, development, and recognition of individual and team performance are paramount to the success of the overall operations.
The Assistant Guest Relations Manager will assist the Guest Relations Manager in continuously improving the overall ratings and is held accountable for the guest relations experience.
All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality and Environmental standards. In accordance with the Company's Service and Etiquette Philosophy program, each employee shall conduct oneself in a professional and courteous manner at all times. This consists of physical and verbal interactions with guests or fellow shipboard employees, in the presence of guests or in crew member areas.
- Leading by example, the Assistant Guest Relations Manager will represent the department in a professional and courteous manner at all times, including physical and verbal interactions with guests and all shipboard employees,while in public and crew areas.
- Enforces and enlivens the Company's Service and Etiquette Philosophy on a daily basis for all guest and crew interaction.
- Will be accountable for resolving all issues to the guest satisfaction while following up to ensure complete service recovery.
- Leads the Guest Relations Team and Junior Guest Relations Officers in creating genuine and memorable experiences for all guests.
- Handles all disembarkation arrangements for guests with special needs or requests under the direction of the Guest Relations Manager.
- Directs, coaches, supports, supervises, and provides performance feedback for the evaluations of the Guest Relations Staff and Junior Guest Relations Officers to the Guest Relations Manager.
- Responsible for updating the Guest Relations Manager on a daily basis in regards to pending/unresolved guests issues that have been recorded in the Guest Relations Log Book.
- Schedules the Guest Relations Officers and Junior Guest Relations Officers in order to provide full coverage at the desk and stateroom services at all times.
- Issues Signature Cards/Keys as requested by guests.
- Registers guests for ship’s functions and parties and sends invitations to guests and memos advising other departments.
- Assists the guests who have lost property onboard the ship or during embarkation and completes proper documentation.
- Makes announcements over the public address system onboard, in the event the International Host/ess is not available.
- Supervises and responsible for the proper input of disembarkation information in the computer system.
- Validates signature accounts when necessary and follows up with the Administration Purser – Guest Account on guest account discrepancies.
- Assists when needed the charging of guests prepaid gratuity vouches and communicating these to the Administration Purser - Guest Account.
- Sells various logo and signature items as requested by the guests.
- Takes requests from guests for tuxedo rentals.
- Responsible for the collection and review of the Attention to Detail Cards and follow up with the guests and Guest Relations Manager.
- Empowers all do the unexpected, recognize unspoken needs, and work above and beyond compliance.
- Attends meetings, training activities, courses and all other work-related activities as required.
- Conducts continuous training on effective service recovery skills.
- Eliminates rework by bench marking best practices and eliminating repetitive issues in the daily operation.
- Encourages cross-training and on-the-job training, delegates responsibilities to prepare Guest Relations Officers and Junior Guest Relations Officers for future career development and succession plans.
- Implements an Incentive Plan rewarding Guest Relations for positive comment cards/letters.
- Enlivens the importance of ‘Empathy’ when dealing with both guest and crew concerns.
- Resolves all guest inquiries and concerns quickly, courteously, and professionally to the total guest satisfaction.
- Communicates and interacts with the Guest Relations Manager and Customer Service when dealing with compensation in order impact overall guest satisfaction and ratings/comments.
- Ensures open communications and supportive relationships with Human Resources, Executive Housekeeper, Food & Beverage Manager, Financial Controller, Cruise Director, Onboard Marketing Manager, Manager - Cruise Sales, Staff Captain, Chief Engineer and Master.
- Maintains rapport with the shore side Guest Relations Manager and all Guest Relations Managers in the fleet in order to learn from each other and roll out best practices and new benchmarks.
- Is especially visible in the lobby when the demands of the operations are at peak, when there are special events, and other front of the house activities.
- Ensures the privacy and protection of guests and company information are kept confidential at all times.
- Utilizes professional and ethical judgment at all times.Remains afloat on all daily activities, ship events, and changes to the daily operations at all times.
Provides positive feedback and constructive ideas to all Guest Relations to improve personal development and career growth.
- Promotes the open-door concept to all Guest Relations and encourages a positive work environment.
- Ensures the integrity and security of all financial handling of cash is met daily.
- Understands the Safety & Quality Management Program, and his/her responsibilities in the Safety Organization according to the Emergency plan and Station Bill. Must be available, capable and ready to act in the event of an emergency.
- 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 shipboard employee occupying this position. Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management.
Financial responsibilities for budget, expenses and/or achievement of revenue targets.
- Ensures the integrity and security of all financial handling of cash is met daily.
- Manages and maintains departmental finances within budgetary requirements.
- Ensures that all communication costs are kept under control.
- Ensures that guests are charged for pertinent special requests and services.
- Assists the Financial Controller with exchanging foreign currency, travelers´ checks, and collection of payment on guest accounts.
- Performs Bank duties on a regular basis.
- Responsible for the “Bank” cash float and balancing of the float on a daily basis.
People management responsibilities to ensure optimal performance of the function.
- Monitors and manages the various assigned workstation functions. Monitors the assignment of duties and responsibilities of the Guest Relations Officers/Junior Guest Relations Officers. Observes and evaluates them and their work procedures to ensure quality standards and service is met. Makes recommendations regarding personnel actions such as new hire requests and discharges, to ensure adequate and continuous staffing. Inspects workstations, work areas, equipment, etc. to ensure efficient service and conformance to standards.
- Motivates the Guest Relations Officers/Junior Guest Relations Officers by praising specific performance and acting as a role model for the team.
- Mentors, develops and provides on-the-job training to the Guest Relations Officers/Junior Guest Relations Officers in order to strengthen their current performance and preparation for future advancement.
Minimum hiring, language and physical requirements to perform the job.
- Minimum of two years hospitality management experience in an upscale hotel, resort or cruise line.
- Bachelor’s degree in hospitality management, business administration or related field from an accredited college or university or the international equivalent preferred.
- Excellent management skills in a multicultural and dynamic environment.
- Very strong communication, problem solving, decision making, and interpersonal skills.
- Superior customer service, team building and conflict resolution skills.
- Knowledge of the principles and processes for providing personalized services including needs assessment techniques, quality service standards, alternative delivery systems, and guest satisfaction evaluation techniques.
- Strong planning, coaching, organizing, staffing, controlling, and evaluating skills.
- Intermediate computer software skills required.
- Possess a good understanding of numbering flow “Debits/Credits”, adjusting entries and corrections.
- Ability to build amicable relationships interdepartmentally with managers on ship and shore side.
Internal Candidate Requirements:
In addition to the stated hiring requirements, internal candidates are required to fulfill the following: Completion of at least one contract as Guest Relations Officer and one contract as either, Concierge, Event Coordinator, International Host(ess), or Documentation Officer, with a performance rating of satisfactory or above along with demonstrated leadership skills.
- Ability to speak English clearly, distinctly and cordially with guests and employees.
- 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 guests, supervisors and co-workers.
- Ability to speak additional languages such as Spanish, French or German preferred.
- 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; and taste or smell. The employee must occasionally 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 ability to adjust focus.
- All shipboard employees must be physically able to participate in emergency life saving procedures and drills. Full use and range 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 including the lowering of lifeboats. Ability to lift and/or move up to 50 pounds.