Hotel / Onboard Guest Services Manager

Job Description

The Hotel / Onboard Guest Services Manager oversees passenger-facing hotel and hospitality operations onboard the vessel. The role ensures that guests receive consistent, high-quality service from arrival through disembarkation. The manager coordinates teams across reception, accommodation, food service, and other guest-facing functions. The position also monitors service standards, employee performance, guest satisfaction, and operational efficiency.

Key Responsibilities
Lead and coordinate daily onboard hotel and guest-service operations.
Supervise reception, accommodation, and other relevant hospitality personnel.
Ensure consistently high standards of customer service and passenger experience.
Monitor guest feedback, complaints, and service issues and ensure effective resolution.
Plan staffing levels, work schedules, shift assignments, and operational priorities.
Coordinate closely with the ship’s management and other onboard departments.
Ensure employees follow company procedures, safety requirements, and service standards.
Monitor operational performance, service quality, and customer satisfaction indicators.
Coach employees and support training, development, and performance improvement.
Identify opportunities to improve onboard guest experiences and operational efficiency.