Job Description

The Guest Service Supervisor plays a key role in supporting the Guest Services Manager by overseeing the day-to-day operations of the guest services team and ensuring smooth, efficient, and high-quality service delivery at one or more Carnival Corporation owned and operated global destination. This role is responsible for guiding and motivating staff, resolving guest inquiries and concerns in a timely and professional manner, and coordinating with other departments to ensure that guest needs are met effectively. In addition, the Guest Service Supervisor helps implement service strategies aimed at improving overall guest satisfaction, while fostering a positive, collaborative, and professional work environment. By maintaining high standards of service excellence, this position contributes to creating memorable guest experiences and supporting organizational goals.

ESSENTIAL DUTIES & RESPONSIBILITIES: 

1. Operations and Team Supervision 

• Supervise daily operations of the guest services department to ensure smooth and efficient service delivery.
• Assist in recruiting, training, and developing guest services staff.
• Conduct regular performance reviews, provide constructive feedback, and motivate the team to deliver excellent guest experiences.
• Coordinate with other departments to fulfill guest needs promptly.
• Handle and resolve guest complaints and escalations with professionalism and empathy.
• Address recurring issues proactively to prevent future occurrences.
• Assist in implementing and maintaining standard operating procedures to ensure consistency in guest services.

2. Compliance and Quality Control 

• Monitor guest satisfaction and service quality metrics, identifying areas for improvement.
• Ensure adherence to customer service standards and protocols.
• Encourage and model a culture of guest-centricity and excellence within the team.

3. Reporting and Analysis 

• Document and report guest complaints, resolutions, and feedback for continuous service improvement.
• Prepare and present reports on guest satisfaction and departmental performance.
• Use data and insights to inform operational improvements and corrective actions.

4. Professional Development and Collaboration 

• Support staff through ongoing training, mentoring, and professional development.
• Promote cross-departmental collaboration to enhance overall guest experience.
• Contribute to the development of strategies aimed at elevating service standards and driving guest satisfaction.

SKILLS SPECIFICS:

• Proven ability to lead, inspire, and motivate diverse teams, with experience in staff management, training, and performance evaluations.
• Strong problem-solving skills and the ability to handle complex guest issues with empathy, professionalism, and sound judgment.
• Proficiency in Microsoft Office and guest management or CRM software; budgeting, financial planning, and cost-control experience is a plus.
• Demonstrated ability to manage daily operations, implement procedures, and maintain high service standards while balancing multiple priorities.
• Experience in developing strategies to enhance guest satisfaction, drive revenue, and improve profitability through service excellence and promotions.
• Detail-oriented with strong organizational and analytical abilities, including the capacity to interpret reports and identify performance improvements.
• Flexible to work in a fast-paced, dynamic setting with varying schedules, including evenings, weekends, and holidays; willingness to work different shifts.

EDUCATION & QUALIFICATIONS:

• Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred or equivalent experience is required; additional education in Hospitality or a related field is a plus 
• Minimum of 5 years of experience in guest services or hospitality management, with at least 2 years in a supervisory or leadership role.
• Previous experience in cruise, resort, or similar hospitality environments is highly desirable.

LANGUAGE REQUIREMENTS: 

• Excellent verbal and written communication skills, with a strong focus on customer service and interpersonal effectiveness.
• Ability to communicate clearly and effectively in English, both spoken and written; additional language skills are an asset.

PHYSICAL REQUIREMENTS:

• Physically fit, adaptable, and capable of working in both indoor and outdoor environments as required.
• Ability to work in an outdoor environment as needed.
• May need to stand for long periods of time.

OTHER REQUIREMENTS:

• 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.
• May be requested to work a shift schedule while at any of the destinations. 

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