Job Description

The Guest Services Manager is responsible for overseeing all aspects of guest services operations to ensure exceptional guest experiences at one or more Carnival Corporation owned and operated global destination. This role involves managing daily guest service functions, resolving guest concerns, coordinating across departments and with external partners, and implementing strategies that enhance overall service quality, safety, and guest satisfaction. The position leads a team of guest service professionals, drives operational efficiency, and contributes to both guest satisfaction and revenue objectives.

ESSENTIAL DUTIES & RESPONSIBILITIES: 

Leadership & Team Management

• Lead, train, and supervise the Coordination team—including Coordinators and Attendants—to ensure consistent, high-quality service delivery.
• Develop staffing plans, assign duties, and create efficient schedules to support smooth daily operations.
• Conduct regular performance evaluations, provide coaching, and support professional growth to maintain a motivated and effective team.
• Serve as the primary decision-maker for daily shore excursion operations and ensure alignment with company standards.

Guest Service & Quality Assurance 

• Address guest inquiries, special requests, and complaints promptly and professionally, ensuring resolution that enhances the overall guest experience.
• Conduct regular inspections and audits of tours and related services to confirm compliance with safety, environmental, and hospitality standards.
• Gather, analyze, and report guest feedback, using insights to continuously improve the excursion program and enhance guest satisfaction.
• Uphold hospitality principles by maintaining visibility, offering proactive support, and reinforcing a guest-first culture across the team.

Compliance, Reporting & Safety 

• Ensure full compliance with company health, safety, environmental, and sanitation (HESS) policies, as well as relevant local regulations.
• Maintain confidentiality of financial and commercial terms, excursion pricing, and vendor agreements.
• Prepare and maintain operational records, excursion logs, budgets, and incident reports with accuracy and timeliness.
• Report all safety-related issues or maintenance needs and coordinate follow-up actions with management.
• Support leadership with additional operational projects and tasks as required.

SKILLS SPECIFICS:

• Strong organizational and problem-solving skills, capable of handling complex logistics and multiple priorities simultaneously.
• Excellent negotiation and vendor management experience, with the ability to build and maintain effective partnerships.
• Superior communication and interpersonal skills, with a guest-focused approach to service delivery.

EDUCATION & QUALIFICATIONS:

• Bachelor’s degree in Hospitality Management, Travel & Tourism, Business Administration, or related field preferred.
• Minimum 3-5 years of experience in shore excursion coordination, travel management, or related roles. 
• At least 1-2 years in a supervisory or management role within a cruise line, resort, or travel environment. Exceptional leadership and team management abilities, with a proven track record of guiding and motivating diverse teams.

LANGUAGE REQUIREMENTS: 

• Fluent in English, with clear verbal and written communication skills, and the ability to interpret, implement, and explain operational procedures effectively.

PHYSICAL REQUIREMENTS:

• Physically fit and able to work in both indoor and outdoor environments, with the stamina to manage varying weather conditions and physically demanding tasks.
• May need to stand for long periods of time.

OTHER REQUIREMENTS:

• Proficiency in Microsoft Office Suite, reservation systems, and excursion or event management software.
• Solid understanding of safety, health, and regulatory compliance as it relates to excursion operations.
• Analytical mindset with the ability to interpret data, evaluate guest feedback, and implement continuous improvements.
• Ability to multitask, stay organized, and remain calm under pressure in a fast-paced environment.
• Flexible availability to work varied schedules, including weekends, holidays, and extended hours as needed.
• Willingness to travel for site inspections, vendor meetings, or training assignments.
• Commitment to upholding the company’s highest standards of safety, service, and professionalism.

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