Job Description

Job Summary

The Guest Services & Shorex Supervisor plays a key role in supporting the Guest Services & Shorex 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 Services & Shorex 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.

Key Accountabilities / Job Functions

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.

Perform other duties as assigned.

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