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

One to two years housekeeping supervisory experience in an upscale hotel, resort, or cruise line (shipboard experience preferred).

Minimum one to two years previous cleaning experience, preferably in an upscale hotel, resort, or cruise line (shipboard experience preferred).

Knowledge of proper cleaning techniques, requirements, and use of equipment.

Knowledge of proper chemical handling.

Ability to use customer service skills by exercising authority and discretion to satisfy guests in a manner consistent with safety, service, and style standards.

Exceptional management skills in a multicultural and dynamic environment.

Exceptional communication, problem-solving, decision-making, and interpersonal skills.

Superior customer service, teambuilding, and conflict resolution skills.

Knowledge of 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.

Ability to work positively and cooperatively in a diverse team environment to meet overall established timeframes for the entire housekeeping operation.

Ability to communicate diplomatically with department heads, coworkers, and other shipboard crewmembers to resolve problems and negotiate resolutions.

Knowledge of policies and practices involved in human resources function.

Ability to manage international staff in a positive and productive manner by motivating, developing, and managing employees as they work.

Ability to use and administer disciplinary action process through coaching and counseling to improve performance or terminate employment.

Working knowledge of computers, Internet access, and ability to navigate within a variety of software packages such as Excel, Word, or related programs.

Completion of high school or basic education equivalency needed.

Language Requirements

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

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