Description:

The Guest Experience Manager supports the General Manager by overseeing all aspects of the guest experience, including event coordination, service delivery, and employee training in customer service at one or more Carnival Corporation owned and operated global destination. This role is responsible for ensuring that every interaction is enjoyable, memorable, and safe while fostering a culture of hospitality and continuous improvement. Key duties include addressing guest feedback, resolving complaints, implementing enhancements to the overall experience, and serving as an on-site ambassador to promote satisfaction and loyalty. By collaborating closely with leadership, the Guest Experience Manager drives the development of strategies, processes, and standards that elevate guest engagement and uphold the highest levels of service excellence.

1. Guest Experience

• Act as an ambassador for guests.
• Plan, direct, and coordinate activities to ensure exceptional customer service is achieved.
• Address guest complaints and provide resolution.
• Meet and greet VIP guests.
• Provide motivation and leadership to staff assigned to the Guest Experience Department.
• Oversee tour allotments.
• Conduct frequent inspections for all guest experience areas.
• Remain updated on professional knowledge through continuous self-development.
• Ensure implementation and consistency with brand standards.

2. Employee Training, Recognition, and Management

• Provide operational support, motivation, and recognition of team members in guest satisfaction and customer service.
• Assist in training employees in customer service and ensure the required standards are always maintained.
• Schedule and assign tasks.
• Complete bi-annual performance evaluations.

3. Operations and Logistics

• Complete data entry tasks.
• Assist with Public Relations (PR) outreach as needed.
• Assist with event coordination as needed.
• Oversee the ordering, maintenance, and distribution of supplies.
• Complete an annual budget and liaise with the General Manager on fiscal requirements.

4. Quality Assurance and Improvement

• Review internal and external surveys and provide recommendations for improvements and effective procedures.
• Collaborate with other departments to review processes, improve time management, and increase efficiency.
• Facilitate timely corrective action planning, implementation, and follow-up for areas needing improvement identified through quality reviews.
• Perform any other duties assigned by the General Manager or designee.

EDUCATION & QUALIFICATIONS:

• Bachelor's degree or equivalent in Hospitality Management, Tourism, Business Administration, or a related field preferred; additional education in Hospitality or a related field is a plus
• At least three years’ experience in a Managerial or Supervisory role in guest relations or hospitality or equivalent
• General knowledge of the Hospitality industry.
• Customer service driven with outstanding communication (verbal and written) and active listening skills.
• Strong interpersonal, problem solving and leadership skills.
• Must be highly organized, efficient, and detailed oriented.
• Must have exceptional interpersonal/relationship building skills.
• Excellent problem-solving and multitasking skills.
• Strong analytical thinking skills.

SKILLS & SPECIFICATIONS:

• Proficiency in Microsoft Office software
• Port Security and ISPS Training.
• Prolonged periods sitting at a desk and working on a computer.
• Fluency in conversational English.

LANGUAGE REQUIREMENTS:

• Ability to speak English clearly, distinctly, and cordially with employees and guests.
• Ability to read and write English to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, managers, and co-workers.

PHYSICAL REQUIREMENTS:

• Must be physically fit.
• Must have strong customer service skills.
• Ability to work in an outdoor environment.
• Must be able to lift up to 15 pounds at times.
• All island employees must be physically able to participate in emergency lifesaving procedures and drills. Full use/range of motion of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency.

OTHER REQUIREMENTS:

• Previous work experience preferred.
• Fast-paced, dynamic environment with a need for flexibility in working hours, including weekends, evenings, and holidays.
• Work may require employee to work inside and outside with exposure to changing climate and/or operate machinery.
• Detail-oriented with strong problem-solving abilities and a commitment to maintaining high standards of cleanliness and service.
• Ability to handle high-pressure situations and make informed decisions.
• Proactive and results-driven, with a focus on continuous improvement and operational efficiency.

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