Reports To: Assistant Hotel General Manager / Hotel General Manager

Job Summary: The GSM is the gatekeeper and overall team leader of the Guest Services operation and Guest Services functions on the ship. To ensure premium service and highly efficient Guest Services the GSM will maintain a constant awareness of all the factors, facts, figures, statistics, causes, and services related to the department and its functions. This will include but not be limited to the analytical review of guest satisfaction scores and the performance of root cause analysis.

The GSM function is one of high visibility that requires effective, all-inclusive proactive team leadership and management skills. As the leader of Guest Services, the GSM is to model the mantra of Guest Services by maintaining high visibility in the public areas and effectively working across departmental boundaries.

Key Responsibilities:

Guest Satisfaction

• Ensure response is given to all Guest, Group and Event requests, concerns and issues without delay and in a professional manner.
• Provide a premium guest service by handling all communications, verbal or written, in accordance with the set standards.
• Ensure requests are efficiently handled and attended to in a courteous manner and, when situations arise and it is required, guests are provided with answers, alternatives and solutions to issues presented.
• Ensure that all immigration, clearance and turnaround matters are handled in a timely, prepared and accurate manner by the Documentation Manager to allow for a positive guest experience.
• Working closely with the AGHM / *GHM, perform weekly analysis of Guest Satisfaction scores, identifying strengths, weaknesses, opportunities, and trends through the understanding of root causes.
• Log and maintain accurate records of all Guest, Group and Event inquiries, concerns and requests through AIMS and in accordance with set procedures. Promptly bring up situations that require the attention of the various onboard departments, heads of department or shoreside Guest Services.
• Maintain and update a library of reference materials associated with the function to assist in answering Guest, Group and Event inquiries accurately and in a timely manner.
• Act as a direct liaison between Guests, the onboard and corporate departments.

Revenue and Cost Management

• Manage compensation within guidelines, ensuring optimum balance and adequacy between the severity and nature of the issue and the related offering in each instance. Maintain a constant awareness of subordinate’s actions in that regard and review as necessary.
• Promote various services and programs as appropriate to generate revenue.
• Actively support the AGHM / *GHM revenue enhancement efforts and initiatives.

Operations

• Ensure the elements of the Global Guest Program are delivered as specified and as they apply to
  guest services.
• Become familiar with, acquire a working knowledge of the systems used by, and the responsibilities of the Documentation Manager, Event Coordinator and Front Desk Manager. Thoroughly understand the critical elements of their respective functions and maintain a constant awareness of any changes or updates in rules and regulations impacting their duties.
• Participate in any official representation duties as required by the ship’s management.
• Be on the floor visible by public figure.
• Perform administrative and record-keeping tasks associated with Guest Services Manager function.
• Hold responsibility for the accuracy and timeliness of the dispatch of official reports to the company and authorities.
• Champions the use of the Navigator App experience tools to drive greater onboard revenue and guest satisfaction performance.

Staff Management and Development

• Directly manage, guide and mentor the Documentation Manager, Event Coordinator and Front Desk Manager ensuring their development, that of their respective staff and the delivery of their duties.
• Oversee that cash handling by staff follows the established policies and accounting procedures.
• Oversee and ensure ongoing Guest Service Training during daily, weekly, and monthly training sessions.
• Play the leading role in ensuring the smooth, progressive, successful, and complete integration of newly hired staff within the Guest Services Operation.
• Maintain accurate documentation of each direct report’s performance; hold performance conversations focusing on achievements, progress, development, and opportunities for improvement.
• Provide coaching, mentoring and motivation to the staff which supports employee development and fosters tenure.
• Provide operational direction and effective leadership to ensure accomplishment of duties and achievement of departmental objectives while ensuring priorities that reflect the most critical needs of the business are set.
• Establish and maintain effective and productive working relationships with staff, supervisors, managers, and officers, within and across departmental boundaries.
• Maintain a work environment that fosters the coaching, mentoring and development of subordinate staff in consensus with the AGHM / *GHM and Human Resources Manager.
• Keep awareness of issues that may affect staff retention and acting swiftly to avoid preventable turnover.
• Set the tone and lead by example in matters of professionalism, ethics, responsibility, integrity, ownership, engagement, and personal presentation.

Safety and Compliance

• Comply with and ensure the department’s complete and consistent adherence to all health and safety procedures, training, and requirements. Successfully meet the tests of all audits.
• Comply with company policies regarding waste separation and environmental compliance.
• Conduct regular training with all departmental team members on food waste separation and environmental compliance as per Global Hess policies.
• Ensure that all safety & security policies and procedures are in place and followed by their department team members to maintain the wellbeing of all guests and team members.
• Ensure compliance with Hotel Policies & Procedures, Fleet Regulations, and other applicable internal, external, and governmental regulations at all times.
• Ensure that all issues found during internal and external audits are appropriately and timely addressed and resolved and develop plans to prevent repeat occurrences.
• Maintain current, accurate knowledge of public health standards and ensures compliance throughout all areas of responsibility. Support the coordination of onboard resources and the response in case outbreak situations necessitating increased sanitation levels.
• Always ensure team members strictly adhere to safety and environmental policies and immediately report non-compliance issues.
• Promptly perform General Emergency Procedure’s duties as directed in the ERP.
• Support/Oversee compliance in their departments of all ECP, HESS and VSP policies and procedures.
• Ensure compliance with all Standards, Operational Procedures, Marine Hotel Regulations and Directives as they apply to the department.
• Comply with all safety and environmental regulations as they apply to the position.
• Adhere to and comply with all official regulations issued by local authorities.

Core Competencies:

• Build strong teams and encourage inter-departmental collaboration.
• Drive the team forward by ‘leading-by-example’ and providing regular and focused performance feedback.
• Always commit to establish and maintain courteous and professional working relationships in a diverse cultural environment by promoting a harassment-free environment.
• Passion to be successful and innovate by ensuring delivery of exemplary service across all guest touch points.
• Promote and lead “Agent of Change”; conceive, strategize, communicate and lead.
• Results driven.
• Operate with a “Leader vs. Manager” approach, thus creating a dynamic team.
• Act as a brand ambassador with their onboard teams supporting and driving all long-term company goals and brand direction.
• Promote efficiencies in time management and resources through holding structured, documented and concise meetings and inspections.
• Exercise emotional intelligence to communicate effectively throughout all levels of the operation.
• Demonstrate strong Fiscal responsibility, working together with relevant department heads for day-to-day oversight as well as Voyage/Monthly/YTD overview with an expectation to meet and/or exceed targets.
• Encourage input of direct reporting management – creating a team of ‘stakeholders’ who provide ‘collaborative leadership’.
• Ability to lead teams in a positive and productive manner by inspiring and developing individuals and effectively managing processes.
• Demonstrate leadership presence with the ability and commitment to make complex decisions in line with all company values and guest service ethics.
• Organized, detail oriented, and accurate with solid management and planning skills.
• Strong and personable communicator with outstanding social skills with a warm, friendly and caring personality.
• Passionate, energetic and wholly dedicated to maintaining and developing a culture focused on personalization, empowerment and service recovery.
• Perform other miscellaneous tasks as assigned by Head of Department.

Qualifications:

• Minimum preferred education: Bachelor’s Degree
• Discipline/Major: College or University degree or equivalent experience in hospitality management, business administration or a related field. International equivalent suffices.
• Years and area of professional experience (required for the role): Minimum 2-year managing experience within a Front Office/Hospitality Environment. Minimum 1-year shipboard experience in a similar role.
• The ability to work effectively and constructively across the organization both shipboard and corporate.
• The ability to lead and motivate staff.
• The ability to be flexible, decisive, and quick thinking.
• The ability to handle constant changing priorities. A genuine interest in working with and helping guests and the ability to handle complaints, dealing with difficult situations. Must possess strong leadership and TEAM leadership skills. Must possess strong organizational, multitasking and presentation skills. Able to write and produce operational documentation.
• Working knowledge of computers, internet access, and the ability to navigate within a variety of software programs and internal onboard system/programs.

Physical Requirements:

• Must be able to work varied shifts which can average up to 11 hours per day, every day while on board.
• Must be able to perform normal and assigned emergency duties.
• Must be able to don a lifejacket or immersion suit; crawl; feel for differences in temperatures; handle fire-fighting equipment; and wear breathing apparatus (where required as part of duties).
• Must be physically able to participate in emergency lifesaving procedures and drills. All vessel positions require full use and range of arms and legs as well as full visual, verbal and hearing abilities to  receive and give instructions in the event of an emergency including the lowering of lifeboats.
• Must be able to maintain qualification of the Seafarer Medical Examination and pass the basic safety course.
• While performing the essential functions of this job, all team members are required to stand; walk long distances on the ship; use hands to touch, handle or feel; reach with hands and arms; talk, hear, taste and smell. All vessel positions require repetitive motion of bending, climbing, going up and down stairs and lifting more than 25 pounds.
• Must be able to work within different temperature ranges and changes— e.g., indoors to outdoors, hot climate, etc.

Travel Requirements:

• Passport – valid for a minimum of 6 months beyond a working assignment.
• Seafarer Medical Examination to declare fit for duty onboard ships.
• Must be able to acquire a United States C1D Visa, if required.
• Must be able to acquire a European Union Schengen Visa, if required.