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

Guest Services Manager

Carnival Cruises

Location:
Bahamas , Half Moon Cay, Eleuthera

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Guest Services 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
Perform other duties as assigned
Adheres to Corporate Policies and Procedures, including Code of Conduct, Audit Procedures and any control related responsibility for financial data entered, stored, or reported via business systems within employee’s control

Requirements:

Bachelor's degree or equivalent in Hospitality Management, Tourism, Business Administration, or relevant field preferred
Or equivalent experience is required
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
Microsoft Office software proficient
Port Security and ISPS Training
Prolonged periods sitting at a desk and working on a computer
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
Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques
Strong time management and organizational skills
Ability to maintain reliable and consistent attendance
Capacity to be punctual and meet deadlines
Ability to collaborate effectively with colleagues and work as part of a team
Demonstrated professionalism in all interactions and tasks
Ability to adhere to the company’s standards regarding dress and appearance
Ability to maintain confidentiality and data protection standards when handling vendor financial or business documents
Ability to work collaboratively in a team-oriented environment as necessary
Strong organizational and time-management skills, with the ability to multitask effectively
Excellent written and verbal communication and interpersonal skills
Proficiency in Microsoft Office Suite and familiarity with data entry and reporting tools
Detail orientated with a proactive approach to problem solving
Ability to multi-task and think critically
Problem-solving and decision-making abilities
Strong planning and coordination skills, especially in handling multiple priorities under tight deadlines
Must be physically fit
Ability to work in an outdoor environment as needed
May need to stand for long periods of time
May be requested to work a shift schedule while at any of the destinations
Adhere to all company policies, procedures, and guidelines related to health, safety, environmental protection, and security
Take all necessary precautions, use personal protective equipment (PPE), safety devices, and tools correctly and consistently, as required by the nature of the work
Promptly report any unsafe conditions, incidents, or environmental concerns to the appropriate supervisor or HESS representative
Take reasonable care for your own health and safety, as well as that of colleagues and others who may be affected by your actions
Actively participate in HESS trainings and initiatives that promote a safe, secure, and environmentally sustainable workplace
Cooperate fully with company efforts to maintain compliance with legal and regulatory requirements
Seek opportunities to improve safety and environmental performance in daily tasks

Additional Information:

Job Posted:
February 01, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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