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.
Guest Satisfaction
Revenue and Cost Management
Operations
Staff Management and Development
Safety and Compliance
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