Senior Manager, Guest Services Operations

Carnival Corporation•Doral, FL

15h•$100,000 - $135,000•Hybrid

About The Position

The Senior Manager, Guest Services Operations for Holland America Line and Seabourn is responsible for leading and managing all aspects of Guest Services across both brands to deliver exceptional guest satisfaction, operational excellence, and financial accountability. This role oversees day-to-day operations and drives strategic initiatives aimed at enhancing the guest experience, streamlining processes, and optimizing resource utilization. Key responsibilities include managing service recovery and compensation programs, ensuring timely and effective problem resolution, and implementing preventative measures to eliminate recurring issues. The Senior Manager provides leadership and guidance to fleet and shipboard Guest Services teams, conducts ship visits for audits and process evaluations, and collaborates with other hotel departments to identify and remove barriers to service excellence. Additionally, the position focuses on innovation through technology and systems, contributes to new build and dry dock planning, and ensures compliance with company policies and regulatory standards. The role also encompasses financial oversight, including cost control and revenue management for programs such as shuttle services, as well as talent development, succession planning, and fostering a positive, inclusive culture. By leveraging synergies between brands, benchmarking industry trends, and driving continuous improvement, the Senior Manager plays a critical role in delivering a seamless, world-class guest experience while achieving business objectives and maintaining high employee engagement.

Requirements

Strong understanding of Customer service concepts.
Demonstrated ability to lead, motivate and develop talent.
Strong interpersonal and organizational skills.
Strong analytical, inductive, and deductive skills.
Understanding of the direct and indirect impact of operational decisions on financial results.
Excellent team building skills with a proven track record in mentoring/leading successful teams.
Ability to articulate a vision and gain buy-in.
Ability to collaborate with Sales, Marketing, Entertainment, Reservations, Loyalty Programs, Land Programs and Ship inventory to create synergies that enhance product perception and delivery.
Ten years of Hospitality management experience.
Five years of shipboard operations in a leadership position.
Five years of multi-unit training and development experience.
10 years of diverse multi-cultural staff management and development experience.
Travel: Less than 25% with shipboard travel likely
Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

Responsibilities

Guest Services Operations Management
Lead and manage all Guest Services operations for Holland America Line and Seabourn to ensure seamless service delivery and exceptional guest satisfaction.
Oversee day-to-day operations, ensuring alignment with company standards and financial targets.
Coordinate with other hotel departments to identify and eliminate barriers to service and product delivery excellence.
Monitor and measure service recovery and compensation programs to prioritize issues and prevent recurring failures.
Maintain a strong focus on problem resolution and timeliness, emphasizing shipboard resolution and preventative measures.
Provide input for new builds and dry docks regarding Guest Services equipment specifications and facility layouts.
Oversee Shuttle Bus program operations, including revenue generation and cost control.
Strategic Planning and Continuous Improvement
Drive initiatives to improve guest experience, streamline operations, and enhance productivity through innovative technology and systems.
Participate in operational and strategic business planning meetings; establish reporting systems to monitor departmental performance.
Conduct ship visits to audit procedures, evaluate processes, prepare reports, and follow up on action plans.
Benchmark industry trends and leverage sister company initiatives to enhance product delivery and operational efficiency.
Develop and implement customer service programs that foster loyalty and retention.
Financial Oversight and Compliance
Manage departmental budgets, cost control measures, and revenue streams to ensure financial responsibility.
Analyze compensation expenditures and implement controls to maintain financial discipline.
Ensure compliance with company policies, procedures, and regulatory requirements related to safety, health, and environmental standards.
Oversee quality control metrics, including problem resolution timeliness and guest satisfaction scores.
Leadership and Talent Development
Provide guidance and direction to Fleet Managers and shipboard Guest Services teams for effective planning and skill development.
Mentor and develop direct reports, manage succession planning, and sponsor career development initiatives.
Oversee performance management processes and identify high-potential employees for advancement.
Promote cultural leadership by fostering a positive, inclusive work environment aligned with organizational values.
Implement training programs to ensure continuity of service standards and team member experience across all business units.
Stakeholder Collaboration and Vendor Management
Partner with corporate and shipboard management to refine procedures and enhance compliance for embarkation, disembarkation, and large-scale guest movement.
Manage relationships with internal stakeholders and external vendors to strengthen collaboration and operational effectiveness.
Facilitate cross-brand synergies between Holland America Line and Seabourn to drive efficiencies and improve product delivery.