Wayne Edwards
Guest Services Manager
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About
Manage the Guest Services Department and operation to ensure the highest level of company service standards are met. Ensure that all guest inquiries and comments are followed up on and resolved in a timely manner. Encourage and support office harmony, developing the full potential of the team by living the Carnival Values on a daily basis.
Experience
Meet regularly with AGSM and GSSs to be briefed on guest inquiries/issues and ensure resolution is correctly prioritized and completed in a timely manner
- Engage in escalated complaint resolution activities by assisting/meeting with guests
- Update the Hotel Director on all complex, sensitive issues and/or complaints
- Communicate with Shoreside Management and Corporate Office on any escalating/sensitive issues
- Be actively involved in the GS operation by assisting at front desk and monitor the quality of service
- Conduct trainings, monitor performance, motivate and coach the Guest Services Team and engage in corrective counselling/training when appropriate
- Support and supervise the Guest Services personnel in charge of Port Papers and Material Transfer Always conduct oneself in a professional and courteous manner
- Maintain a service culture throughout the Guest Services Team leading by example and showing care and respect towards others
- Coach and guide the Team by living the Carnival Values
- Use a positive and clear speaking voice and ensure proper telephone etiquette
- Be well informed of the onboard activities and special functions including, but not limited to, any activities outlined in the FunTimes & Groups Memo
- Monitor, investigate and address comments in TGEM
- Abide by the rules and regulations set forth by Carnival and/or the Ship’s Command
- Stay current and follow all U.S.
Public
Health, Environmental and Global HESS procedures
- Attend meetings, trainings, safety briefings/drills, and all other work-related activities, as required
Education
MINI-MBA-Diploma in International Business Management
Diploma in Business Administration
Diploma in Business Management & Entrepreneurship
Diploma in Operations Management
Diploma in Hospitality Management Studies - Food and Beverage Services
Diploma in Handling Disabilities and Special Education Needs
Diploma in Hospitality and Tourism Management
Skills Corporate Training Certificates
Time Management
Leadership Development
Interpersonal Communication
Oil and Gas Management - Health and Safety
