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Guest Relations Manager

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.


The Royal Caribbean Group’s Silversea Cruises brand has an exciting career opportunity for a full time Guest Relations Manager.


This position will work on-site in Miami, Florida.


Position Summary:


This position will maintain a high profile and positive presence with internal staff (global) and external customers in order to successfully manage guest and travel agent complaint resolution and the overall team effort of Guest Relations. The Guest Relations Manager will successfully activate and implement future staffing needs as department expand as well as work with guests and outside partners to develop effective communication and ensure high level of representation of the Silversea brand.


Essential Duties and Responsibilities:


  • Responsible for written correspondence to US guest-related issues and concerns
  • Compile reports of actual count of all incoming letters, phone calls and visits
  • Maintain database regarding nature of issues and concerns
  • Maintain database of all cruise credits, shipboard credits, and refunds
  • Serve as primary contact person in case of ship-related guest emergency
  • Responsible for keeping the regional General Managers apprised of serious guest-related issues
  • Direct interaction and communication with all levels of management
  • Staff empowerment for service improvement projects
  • Work with other department and managers to highlight and resolve repetitive problem issues
  • Highlight problems with management and secure buy in to revise or create new policy to address issues, share new policy with appropriate staff, coach, and counsel relevant staff members to ensure adherence to new policy.
  • Share significant complaint letters with relevant management in the US
  • Respond verbally and in writing to critical guest and or travel complaints in a timely and constructive manner. 
  • Support the Silver Care team when needed.


Qualifications, Knowledge & Skills:


  • 4-6 years’ business management or consumer affairs experience
  • Travel industry related experience preferred
  • Excellent written/verbal communication skills
  • Strong team and individual coaching skills and staff management skills for future department growth
  • Ability to work with worldwide office and shipboard staff
  • Proficiency in MS Word and MS Excel
  • Strong diplomatic skills (ability to listen, empathize and respond to guest and travel partner complaints)
  • Positive approach and enthusiasm
  • Ability to rise above complaint negativity to retain guest goodwill and patronage
  • High degree of personal initiative, adaptability, and ability to take initiative



We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!


It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.


All applicants who receive a conditional offer of employment will be required to comply with the Company’s mandatory COVID-19 Vaccination Policy. The Company’s COVID-19 Vaccination Policy requires all employees who work from the Company’s offices or whose job duties require them to travel to our U.S. offices, ships, and/or private destinations be fully vaccinated against COVID-19. If you are covered by this policy, you will be asked to complete Vaccination Attestation upon acceptance of this offer and upload proof of vaccination to the Company’s human resources system on your first day of employment unless an accommodation has been granted.


Nearest Major Market: Miami

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