Guest Service Manager
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The Guest Service Manager is to ensure ultimate guest experience by owning all guest complaints and aiding efficient communication through all departments. He/she is the direct link between the guests and senior officers, shore side directors and Guest Relations Manager. As the primary contact to the guests, the Guest Service Manager ensures supervision and adequate training of all Guest Service Operators and Guest Service Specialists (referred to as Guest Service Staff).
Guest Service Manager supports the Service Staff with queries from guests and takes control of issues with guests when they escalate beyond their level of responsibility. They will investigate and solve guest problems, issue refunds according to SOP 7 #137 Refund Procedure or issue compensation if applicable and liaise with other Department Heads to organise “gestures of goodwill”. They will have to keep accurate records of discussions or correspondence with guests, communicate all complaints to the onboard and shore-side Management and facilitate the link between Guests, Senior Management and Guest Relation Management. They must compile and communicate information requested by shore-side Guest Relations and oversee and maintain Issue Trax to ensure all complaints are being fully addressed and followed up.
Guest Service Manager will ensure the Senior Management is promptly and fully informed of any areas of potential or existing problems so that prompt corrective action can be taken. They will attend all shipboard operational meetings to brief any issues and meet with other managers to discuss possible improvements to guest services in a monthly Guest Issue meeting. He/she will process and report all comment card results, prepare voyage report on all guest issues, attend all major functions and host tables on regular bases and act as Guest Service Staff Supervisor. They must ensure Guest Service Staff is trained to a high standard of guest service delivery, learn about the organisation’s products and services and keep up to date with changes, accept additional duties as assigned by Hotel Manager and be responsible to familiarise themselves with the content of SMS 2008.