Assistant Manager Guest Services (Trip Interview)

Responsibilities

• Support and oversee the functions of all Guest Services Managers, and Concierge.
• Lead the Concierge, GSMs and GSH towards higher level of Guest satisfaction.
• Assists in the development and implementation of “Best practices” processes across organization to ensure tremendous efficiency resulting in higher Guest satisfaction.
• Implementation of all policies, procedures and activities related to the efficient and effective operation of the Guest Services department.
• Ensures scheduling of Guest Services Desk and Concierge is compliant and at the accurate level for the different days of each itinerary.
• Monitor Crew excellence and Guest satisfaction performance of the department and constantly strive to improve Guest Experience
• Supervise Guest flows and ensure each Guest receives outstanding Guest service by providing a friendly environment
• Assist with challenging situations with Guests
• Facilitate department meetings
• Track problem resolution, voyage incident reports Identify Trends and initiate changes
• Facilitate medical debarks in all ports of call at all hours.
• Oversee Concierge Lounge and Concierge daily Suite Visit Log.
• Take full ownership of Concierge & GSM’s. Accepts responsibility for all actions of both teams.
• Fulfill the role of Crew Services Manager if required
• Deputize for CSM as necessary and assist Crew Office if need emerges
• Provide leadership for all direct reports