Join to apply for the Guest Services Manager role at Cunard Careers.
As a market leader in the cruise industry, Cunard sails spectacular ships all over the world. Join us and you’ll discover that working at sea is more than just a job; it’s a way of life. During your Cunard career, you could explore all four corners of the world, visiting destinations from Alaska to Japan, and more than 70 countries in between. Explore new cultures, meet incredible new friends, and gain experiences that will stay with you for a lifetime.
In this role, you will organise and oversee the effective delivery of customer service through the front of house reception, ensuring the highest level of customer service is provided. You will strive to meet and exceed our guest expectations and will be responsible for appropriately handling any passenger issues, ensuring an effective and positive resolution is achieved.
You will also manage and provide customer service to your internal team, including the operation of all administration matters relating to the ship’s company. Your internal customers include Officers, crew, concession staff, and guest entertainers. Knowledge of immigration and travel documentation is required, as you will be responsible for maintaining accurate records of the number of crew sailing on board.
In this role your duties will include but are not limited to:
* Engage customers in appropriate conversation to understand their needs in depth, show high levels of respect for their individual needs, and ensure their interests are catered for.
* Regularly find opportunities to enhance the customer experience and increase satisfaction.
* Ensure all Crew have followed the correct signed on/off procedures as required.
* Provide the necessary crew documentation for entry and departure at all ports including immigration, visas, and customs lists.
* Ensure all joining crew have original and valid copies of legally required paperwork necessary for them to work onboard. Liaise with Port Agents for HR logistics and Crew flights, including Guest Entertainers where applicable, arranging cost-effective transfers.
* Manage the crew payroll and currency exchange and ensure the safe storage of all crew passports.
* Respond immediately, positively, and calmly to changing customer requirements and needs, and ensure that team members also respond appropriately.
* Plan the activities and services the team provides in response to an in-depth analysis of the crew/passenger profile for each cruise.
* As part of the onboard HR department, provide support to the HR Manager as and when required.
* Attend corporate-sponsored social events as required.
With our fleet ever-changing, we are planning for the future. This means that the role you are applying for is in our Talent Pool. During the recruitment and onboarding process, we may not be able to offer an exact start date, but as soon as we do, we will let you know and make sure you have plenty of notice and support to get ready for your adventure with us.
We are working hard to build a flexible and inclusive culture. As part of our culture, difference is valued and our people can be themselves. We welcome applications from everyone because inclusivity is at the heart of everything we do. We do not discriminate on the basis of age, disability, gender, race, religion or belief, sexual orientation, marriage & civil partnership, and pregnancy & maternity.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service
Industries
Hospitality
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