Guest Services Director - Saga Cruises

Job Introduction

Be a part of a team that exists to inspire and enable exceptional experiences    

An exciting opportunity has arisen to join our team as Guest Services Director.

You would be responsible for the entire Guest Services and Customer Relations operation including the day to day running of reception, Guest embarkation and disembarkation, cabin changes, lost luggage, future cruises and shore excursions onboard our luxury Boutique Cruise Ships. 

The Guest Services Director is the Saga Cruises ambassador, ensuring all Guests have the most memorable cruise by being their primary contact during their stay and the main point of communication between guests and the shoreside office in ensuring all queries, feedback and any issues are handled in a professional and efficient manner.

If you have previous experience as Guest Services Manager onboard a Cruise Ship, we want to hear from you! 

Role Responsibility

• Continually develop and implement original and fresh techniques to enhance the guest service onboard.
• Utilizes Guest feedback and ratings to establish a positive culture throughout the guest services team.
• Responsible for coordinating guest requests received pre-cruise and during.
• Supports the Front office and desk staff with queries from guests and takes control of issues with guests when escalated.
• Owner of empty cabin stock and facilitates use of this in resolving guest complaints or generating revenue.
• Keeps and maintains accurate records of discussions/correspondence with guests and communicates all complaints onboard to shore-side management.
• Monitors all Front of House staff, ensuring a high level of service is delivered at all times.
• Co-ordinates with sub-department heads on opening hours in all public and crew areas and for adherence to all events onboard as per the daily programme following approval from the Hotel General Manager.
• Monitors work and rest hours and attendance for all front of house staff ensuring they meet MLC regulations.
• Manages Finance Officer Days & Nights roles and provides assistance as and when required.
• Overall control of ship financial operation, reporting and statistics and internal auditing as required.
• Maintains ship’s funds and cash availability.
• Supports the Clearance Officer and overall responsibility for the vessels Customs and Immigration clearances along with ship’s documentation when entering/leaving Port.
• Oversees the undertaking of Guest debarkation and embarkation process.
• Responsible for coordinating the embarkation/disembarkation setups and procedures with ship and ground staff
• Monitors the updating of passenger manifest with Guest accommodation changes, Guests joining mid-voyage, special assistance requirements, special requests (birthdays etc.) etc.
• Monitors the sending and content of routine Guest communications including Britannia Club, debark arrangements, etc.

The Ideal Candidate

• Previous experience as Front of House Management role onboard a cruise Ship.
• Financial background, skills in accounting and administration.
• Demonstrated experience in motivating, leading and engaging a diverse workforce to increase synergy and improve productivity.
• Passionate about people and able to handle guest complaints with a smile!
• All certificates as required by the STCW code for this position.
• Good command of the English Language

Package Description

This is a fixed term contract onboard our cruise ships and comes with an excellent benefits package.

About the Company

At Saga we see the world through our customers eyes to allow us to exceed their expectations. Over the past 18 months, we have been focused on creating a British boutique cruising experience for our guests that is not available elsewhere on the market. The arrival of Spirit of Discovery last year was the first milestone in this plan and the ship has been extremely well received by our guests. We have now taken delivery of the newest addition to our fleet, Spirit of Adventure, with her striking design, distinctive new venues, and innovative speciality restaurants, she will certainly have a unique personality. She will complement Spirit of Discovery, and fulfil our promise of boutique luxury, perfectly.  

You will be welcomed into a loyal and caring group of professionals who see our passengers and other crew members as real people with feelings and needs. Guests are known by their name and are not just a number. We pride ourselves as working as one team between those working onboard and onshore to create the best possible product for our guests. 

Below you will see some videos of our new ships:

Below you will also see links to our website that will allow you to virtually step onboard our ships:

https://travel.saga.co.uk/cruises/ocean/our-ships/spirit-of-discovery.aspx

https://travel.saga.co.uk/cruises/ocean/our-ships/spirit-of-adventure.aspx

Saga Group