Guest Relations Director (Cruise) – Worldwide

I am looking for an experiences Guest Relations Director to join one of the largest and most beautiful cruise lines in the world. The Guest Relations Director aims to exceed hospitality industry standards, while ensuring complete guest and team satisfaction. The position will focus on ensuring operational goals are met and consistent training, leadership, development, and recognition of overall team performance are sustained.

The Guest Relations Director will embody an outgoing personality and a genuine passion for service recovery. The Guest Relations Director will ensure that the Guest Relations Department delivers the brand promise of a personalized service and memorable experiences.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• All duties and responsibilities are to be performed in accordance with company standards, Standards of Excellence, Key Performance Indicators, Public Health guidelines, environmental, and safety policies in any area of the ship required
• Maintains a constant presence of professionalism and emergency preparedness both back and front of house, representing and inspiring through leadership, embodying the brand voice by being the physical representative of the ship in all interactions and calls providing impeccable quality of service to internal and external guests and crew alike
• Offers guidance and allows freedom for their management team to own their respective duties and report their daily activities. Provides continuous coaching to the management team.
• Championing impeccable administrative skills, taking and analyzing periodic metrics of data beyond the norm to deliver accurate action plans centered on root causal and proactive measure to achieve constant and incremental improvement in all areas
• Readily communicates their onboard successes and best practices to corporate and fleet colleagues to foster company evolution through sharing progress and implementing given best practices.
• Unparalleled diligence, care and attention to detail in all presentations, interactions and operations with an elevated focus on precision when managing budgets, reporting, presenting and displaying information
• Teaches others how-to and responds to escalated guest concerns in an up-scale, considerate, professional and positive manner, showing empathy and actively listening
• As a Senior Officer, leads by example by maintaining a firm, calm composure in all situations, treats all guest and crew with equal humility and respect, champions cleanliness and orderliness when walking all guest and crew areas by correct reporting and ownership, greets all guest and crew following company philosophy and takes full ownership of all guest and crew occurrences that require direction and leadership

QUALIFICATIONS:

• Minimum of two years in a similar role within luxury department head management with teams larger than 20 employees.
• Combination of education equivalent to a diploma in hotel management or any other source of education, training or experience that provides the required knowledge, skills and abilities.
• Confident, well-groomed appearance with a warm and welcoming demeanor.
• Strong emotional intelligence required with resourceful thinking and a working knowledge of conflict resolution.
• Ability to fulfil the above mentioned Key Responsibilities and all reasonable company requests.
• Ability to speak English clearly, distinctly and cordially with guests.
• 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.

If you have the required experience, please apply today.

Navis Consulting; keeping your career on course.

Navis is acting as an Employment Agency in relation to this vacancy.

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