Job Description

JOB SUMMARY:

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.

ESSENTIAL FUNCTIONS:

1. Guest Experience 
   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
2. Employee Training, Recognition, and Management 
   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.Operations and Logistics 
   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.
3.  Quality Assurance and Improvement 
   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.
4. Perform other duties as assigned
5. 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). 

QUALIFICATIONS:

• 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.

KNOWLEDGE, SKILLS, & ABILITIES:

• 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.

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