Guest Services Manager

4 days ago

Bergen, Vestland, Norway Royal Caribbean Group Full time $50,000 - $120,000 per year

The Guest Services Manager oversees all front-of-house guest service operations onboard, ensuring that guests receive outstanding care throughout their voyage. This role is highly visible, guest-facing, and requires strong leadership, communication, and problem-solving skills.

You will lead, coach, and develop a team focused on "Owning the Problem" and creating "Wow" moments for guests, while also managing operational processes, financial accuracy, training, and cross-department collaboration.

Duties and Responsibilities:

  • Lead a high-performing Guest Services team to deliver exceptional, personalized guest service.
  • Handle escalated guest concerns with empathy, diplomacy, and professionalism.
  • Ensure timely and effective resolution of guest issues; manage the Guest Satisfaction Log.
  • Monitor guest feedback and drive improvements to minimize recurring issues.
  • Maintain strong visibility in guest areas; balance administrative and front-of-house responsibilities.
  • Recruit, mentor, coach, and evaluate team members to drive individual and team performance.
  • Provide ongoing training, including problem-solving, service standards, and guest interaction skills.
  • Support succession planning and cross-training initiatives to build a stronger, more flexible team.
  • Manage scheduling and staffing levels in coordination with shoreside teams.
  • Collaborate closely with onboard Financial teams regarding billing, revenue, adjustments, and cash handling.
  • Review daily financial transactions and take corrective action when needed.
  • Manage budgets, operational costs, and division business plans to support company goals.
  • Oversee the Print Shop, Concierge, and International Ambassador functions.
  • Ensure flawless coordination of group business onboard.
  • Maintain inventory and condition of equipment for onboard events.
  • Support boarding, disembarkation, and port operations to ensure smooth and timely processes.
  • Lead compliance with Customs and Immigration procedures.
  • Ensure all operations meet company service standards, safety policies, and environmental regulations.
  • Participate in mandatory drills, safety meetings, and emergency response duties as assigned.
  • Maintain high-quality documentation, reporting, and handover notes.
  • Promote a safe working environment and drive workplace safety improvements.

Qualifications:

  • Minimum 2 years of front-of-house managerial or operational experience in a hotel, resort, cruise ship, or hospitality environment.
  • Strong background in guest service leadership, conflict resolution, and staff development.
  • Excellent interpersonal and diplomatic communication skills.
  • Ability to work calmly under pressure and resolve complex guest situations.
  • Familiarity with financial processes, cash handling, and administrative systems.
  • Proficient with computers and office software (e.g., Microsoft Office).
  • High school diploma or vocational equivalent required; higher education an asset.

Language Requirements:

  • Fluent English (spoken and written).
  • Additional languages (Spanish, German, French, Italian, Portuguese, etc.) are an advantage.

Physical Requirements:

  • Ability to stand, walk, reach, and perform duties for extended periods.
  • Able to lift up to 50 lbs.
  • Must be physically able to participate in emergency drills, including lifeboat activities.
  • Comfortable working in a diverse, fast-paced shipboard environment with varied schedules.

How to apply for the job:

Register your profile with OSM Thome Recruitment tool on

Upload your English CV to OSM Thome.

OSM Thome Recruitment will contact you for the next steps of the recruitment process.

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