Guest Experience Manager

Overview

Job Title : Guest Experience Manager

Job Summary :

The Guest Experience Manager is responsible for ensuring a seamless execution of premium service in Staterooms. This involves coordinating and overseeing the work of Stateroom Attendants to provide exceptional guest experiences.

Responsibilities

• Work with the Housekeeping Director to coordinate, schedule, and supervise daily activities of Staterooms, public areas, and open decks housekeeping function.
• Direct, coach, support, supervise, and evaluate performance of direct reports in conjunction with the Housekeeping Director.
• Manage assignment of duties, responsibilities, and workstations to staff.
• Develop, observe, and evaluate staff and work procedures to ensure quality standards and service are met.
• Present overtime needs to the Housekeeping Director for final approval.
• Collaborate with the Housekeeping Director to review daily schedules, guest requirements, and guest comments.
• Perform daily meetings with staff to review changes and / or revisions to programming based on itinerary, weather conditions, demographics, etc.
• Respond to guest concerns in a considerate, professional, and positive manner by showing empathy and listening actively.
• Aware of and / or acquire necessary knowledge to follow ship's standard operations to aid guests and crewmembers with inquiries.
• Responsible for conducting 10 stateroom inspections daily and one stateroom in each section during embarkation day to ensure company standards are followed and maintained continuously.
• Responsible for attending meetings, training activities, courses, and all other work-related activities as needed.
• Responsible for Sanitation Logs, SQM Logs.
• Achieve ratings / targets set by the company.
• Perform inventories of linen, amenities, etc. once a month or as often as needed.
• Conduct / oversee on-the-job training with new hire SA and DKAT / SAT / ESAT / CCL on cross-training.
• Responsible for cost containment through proper use, handling, and maintenance of records, reports, supplies, and equipment.
• Create and send requisitions, view request estimates for product replacements, supplies, purchases, etc., and forward to the Housekeeping Director for final approval.
• Conduct constant workstations / locker inspection to ensure items are correctly stored to minimize deterioration and waste.
• Mentor develop, motivate, discipline, and supply on-the-job training for staff to strengthen current performance and preparation for future advancement.
• Meet with staff regularly to review guest comments to implement revisions and improvements.
• Monitors and manages assigned workstation functions, monitors assignment of duties and responsibilities to staff, observes and evaluates staff and work procedures to ensure quality standards and service are met.
• Inspect workstations, work areas, equipment, etc., to ensure efficient service and conformance to standards.

Qualifications

Language Requirements

Ability to speak additional languages such as Spanish, French, or German preferred.

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