Guest Experience Manager Job at Carnival Cruises (Half Moon Cay, Eleuthera)

Job 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.

Job Responsibility

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
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
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
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

Requirements

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
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
Ability to speak English clearly, distinctly, and cordially with employees and guests
Ability to read and write English to understand and interpret written procedures
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
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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Guest Experience Manager

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