Guest Relations Director

JOB PURPOSE

As top leader of the Guest Relations Department, the Guest Relations Director ensures that the Guest Relation Team composed of customer service skilled professionals is providing guests with exceptional customer service while guarantying that guest related issues are promptly solved.

The Guest Relations Director guarantees a smooth operation of the department while focusing on the Guest Experience and Guest journey.

KEY ACCOUNTABILITIES

• Leading the Guest Service Team by supervising the entire operations and ensuring total guest satisfaction by guaranteeing guests are offered a personalized service.
• Supervising the Front Desk Manager, Guest Feedback Manager, MSC Foundation Representative and Event Coordinator, also oversees all bell boys, Guest Service Agents, International Hostesses.
• Ensuring guests have a positive experience onboard, analysing operational challenges and guest issues, performing root cause investigations.
• Supervising the feedback analysis of the Guest Service Department in Medallia.
• Ensuring that all service standards are met, standard operating procedures are followed, and systems and equipment are in good conditions.
• Ensuring that staff receive the proper training, provide final evaluations and suggest internal promotions.
• Effectively delegating administrative duties to the team ensuring this frees themselves for building meaningful relationships with other departments to enable prompt and effective guest resolutions.

QUALIFICATIONS (skills, competencies, experience)

• Passion for Customer Service and Guest Satisfaction.
• 5 years or more in a customer service managerial position in the cruise industry or luxury hotels.
• Bachelor’s in hospitality, and / or at least 5 years in shipboard experience in a front of the house position managing a team.
• Full understanding of the NPS metric and able to demonstrate constant growth in previous employments.
• Full recognition in our brand culture Wherever we are, our Guests and MSC people feel that their happiness, satisfaction and safety are our priority .
• MS Office (advanced).
• Superuser of Fidelio / Otalio systems.
• The ability to speak, read and write in English (C1) as it is the working and safety language of the Company.
• The ability to speak, read and write in any other major language (Italian, German, Spanish, Portuguese, French, Russian, Chinese etc.

is considered a major advantage.

VISA REQUIREMENTS (if any)

Valid passport