German Speaking - Guest Services Manager

Main function:

Responsible for the entire Guest Services and Customer Relations operation including the day to day running of reception, Passenger Embarkation and Disembarkation, Cabin Changes, Lost Luggage, future cruises and shore excursions departments

Responsibilities include but are not limited to:

• Deal with all passenger complaints in the most diplomatic way. Attend all passenger parties and receptions as required.
• To be in uniform at all times in public areas and to act in a professional, responsible manner.
• Ensure the high level of service in reception, shore excursions and all related areas is carried out and maintained in accordance with the standards set out in the Hotel Management Manual.
• The Guest Services Manager should coordinate together with his Sub-Department heads on all opening hours in all public and crew areas and for adherence to all events onboard as per the daily programme, and submit it to the Hotel Director for Final Approval.
• Direct liaison with Head Office when necessary relating to all passenger matters
• Overseeing the duty allocation of the Social Activities Host
• Oversee the efficient customer service operation in the reception, shore excursions and future cruise departments
• Passenger announcements relating to non-entertainment related matters
• Passenger communications and letters relating to itinerary adjustment
• Overseeing the efficient running of all Tender operations

Certification & Documentation Required

You will have a minimum of 2 years experience in a similar role, be highly organized, a good administrator and be fluent in both written & spoken German, ideally with a second language of English or Dutch