Senior Manager Guest Experience and Onboard Resolution

Senior Manager Guest Experience and Onboard Resolution

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JOB SUMMARY:

The Sr. Manager, Guest Experience & Onboard Resolution is responsible for leading the delivery of exemplary service standards, provided by their team to guests, travel advisors, internal team members, vendors, and frontline through senior management in their efforts to drive onboard resolution to escalated and critical guest issues. They will leverage their operational experience along with cutting edge technologies and resolution tools to ensure personalized guest recovery, solidifying loyalty, and building long term brand value.

The Sr. Manager will also regularly be tasked with leading hotel operations projects that provide strategic value, driving the planning and execution to reach operational and brand objectives.

• Partners with the Guest Experience team to establish and maintain seamless Onboard Experience Support team alignment. Provides direct support to Hotel Services Directors and shipboard management, leading onboard initiatives such as the Shipboard Empowerment program. Reviews escalated issues in all areas of responsibility and drives resolutions, partnering with stakeholders as appropriate.
• Partners with the VP Hotel Operations and takes on critical special projects for the department that are designed to move the team, service and product forward and provide improved guest experiences.
• Develops and analyzes trends reports to identify and address any systemic issues identified through data. Communicates and collaborates with all applicable stakeholders on appropriate resolution. Communicates results and business impacts to stakeholders at all levels up to C-suite executives. Ensures data integrity for all applicable systems and databases are always up to date.
• Leads shoreside teams during escalated incidents. Responsible for the maintenance and review of historical compensation precedents and using them to formulate recommendations, communication plans and internal dissemination of information during active incidents.
• Manages and supports the Onboard Experience Support frontline leadership team, providing workflows, coaching, team meetings, expectations, career growth opportunities and department results.
• Develops and maintains strong management collaboration and partnerships with internal teams from Reservations, Hotel Services, Sales, Marketing and Legal to ensure the best support is received to resolve issues. Works with IT and CSUS teams to champion system enhancements in support of department goals. Continually identifies opportunities and solutions to improve internal processes.
• Ensures resources are effectively utilized and allocated for optimal coverage and that performance metrics are achieved across all areas of responsibility.
• 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 (list not exhaustive). Ongoing Obligation.

• Master’s degree preferred, Bachelor’s degree required, with a focus in business, hospitality management or related field.
• 3-5 years experience in communicating through all medium with Director level and above management.
• Seven or more years of marketing, sales, or customer service management experience within the hospitality industry.
• Shipboard guest relations experience is a plus.
• Strong leadership skills and ability to effectively manage team performance.
• Ability to effectively manage and resolve escalated issues and communicate complex information.
• Communicates effectively with all stakeholders to improve efficiencies and productivity.
• Excellent organizational and project management skills.
• Proficient in supporting virtual teams and experience with virtual collaborative tools.
• Solid technical expertise and ability to utilize all applicable systems.

• Understanding of workplace policies and procedures.
• Familiarity with team collaboration tools and…