Senior Manager, Guest Services Operations at Holland America Group

Miami, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

04 May, 26

Salary

135000.0

Posted On

03 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Leadership, Talent Development, Problem Solving, Financial Oversight, Operational Excellence, Strategic Planning, Team Building, Collaboration, Analytical Skills, Innovation, Compliance, Mentoring, Cultural Leadership, Process Improvement, Guest Satisfaction

Industry

Travel Arrangements

Description

Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey. We are looking for a Sr Manager, Guest Services Operations. The Senior Manager, Guest Services Operations for Holland America Line and Seabourn is responsible for leading and managing all aspects of Guest Services across both brands to deliver exceptional guest satisfaction, operational excellence, and financial accountability. This role oversees day-to-day operations and drives strategic initiatives aimed at enhancing the guest experience, streamlining processes, and optimizing resource utilization. Key responsibilities include managing service recovery and compensation programs, ensuring timely and effective problem resolution, and implementing preventative measures to eliminate recurring issues. The Senior Manager provides leadership and guidance to fleet and shipboard Guest Services teams, conducts ship visits for audits and process evaluations, and collaborates with other hotel departments to identify and remove barriers to service excellence. Additionally, the position focuses on innovation through technology and systems, contributes to new build and dry dock planning, and ensures compliance with company policies and regulatory standards. The role also encompasses financial oversight, including cost control and revenue management for programs such as shuttle services, as well as talent development, succession planning, and fostering a positive, inclusive culture. By leveraging synergies between brands, benchmarking industry trends, and driving continuous improvement, the Senior Manager plays a critical role in delivering a seamless, world-class guest experience while achieving business objectives and maintaining high employee engagement. Here’s a summary of what Holland America Line is looking for. Is this you? Responsibilities: Guest Services Operations Management Lead and manage all Guest Services operations for Holland America Line and Seabourn to ensure seamless service delivery and exceptional guest satisfaction. Oversee day-to-day operations, ensuring alignment with company standards and financial targets. Coordinate with other hotel departments to identify and eliminate barriers to service and product delivery excellence. Monitor and measure service recovery and compensation programs to prioritize issues and prevent recurring failures. Maintain a strong focus on problem resolution and timeliness, emphasizing shipboard resolution and preventative measures. Provide input for new builds and dry docks regarding Guest Services equipment specifications and facility layouts. Oversee Shuttle Bus program operations, including revenue generation and cost control. Strategic Planning and Continuous Improvement Drive initiatives to improve guest experience, streamline operations, and enhance productivity through innovative technology and systems. Participate in operational and strategic business planning meetings; establish reporting systems to monitor departmental performance. Conduct ship visits to audit procedures, evaluate processes, prepare reports, and follow up on action plans. Benchmark industry trends and leverage sister company initiatives to enhance product delivery and operational efficiency. Develop and implement customer service programs that foster loyalty and retention. Financial Oversight and Compliance Manage departmental budgets, cost control measures, and revenue streams to ensure financial responsibility. Analyze compensation expenditures and implement controls to maintain financial discipline. Ensure compliance with company policies, procedures, and regulatory requirements related to safety, health, and environmental standards. Oversee quality control metrics, including problem resolution timeliness and guest satisfaction scores. Leadership and Talent Development Provide guidance and direction to Fleet Managers and shipboard Guest Services teams for effective planning and skill development. Mentor and develop direct reports, manage succession planning, and sponsor career development initiatives. Oversee performance management processes and identify high-potential employees for advancement. Promote cultural leadership by fostering a positive, inclusive work environment aligned with organizational values. Implement training programs to ensure continuity of service standards and team member experience across all business units. Stakeholder Collaboration and Vendor Management Partner with corporate and shipboard management to refine procedures and enhance compliance for embarkation, disembarkation, and large-scale guest movement. Manage relationships with internal stakeholders and external vendors to strengthen collaboration and operational effectiveness. Facilitate cross-brand synergies between Holland America Line and Seabourn to drive efficiencies and improve product delivery. Knowledge & Skills: Scope: The Senior Manager, Guest Services Operations oversees all aspects of Guest Services for Holland America Line and Seabourn, ensuring the highest standards of guest satisfaction, operational efficiency, and financial responsibility. This role manages day-to-day operations across both brands, drives strategic initiatives to enhance the guest experience, and ensures seamless coordination between shipboard and shoreside teams. Responsibilities include overseeing service delivery, managing budgets and resources, and implementing innovative solutions to improve productivity and efficiency through technology and process enhancements. Problem solving: This position plays a critical role in identifying and resolving operational challenges that impact guest experience and service delivery. The Senior Manager monitors service recovery and compensation programs, prioritizes issues, and implements preventative measures to eliminate recurring failures. Using analytical tools and guest feedback, the role identifies barriers to excellence and develops corrective actions to address root causes. Additionally, the position ensures timely problem resolution, with a strong emphasis on shipboard solutions and financial control overcompensation expenditures. Impact: The Senior Manager directly influences guest satisfaction, brand reputation, and financial performance by driving continuous improvement initiatives and maintaining high service standards. Through strategic planning, audits, and action plan follow-ups, the role ensures compliance with company policies and regulatory requirements while optimizing operational processes. By leveraging synergies between brands and benchmarking industry trends, the position enhances product delivery, fosters customer loyalty, and contributes to achieving key performance indicators such as guest satisfaction scores, cost control metrics, and employee engagement. Leadership: As a cultural and operational leader, the Senior Manager provides guidance and mentorship to Fleet Managers and shipboard Guest Services teams, fostering professional development and succession planning. The role promotes an inclusive and positive work environment aligned with organizational values, oversees performance management, and sponsors career growth initiatives. Additionally, the Senior Manager collaborates with stakeholders and vendors, drives cross-brand efficiencies, and leads the implementation of training programs and company initiatives to ensure consistency in service standards and team member experience across all business units. Requirements Strong understanding of Customer service concepts. Demonstrated ability to lead, motivate and develop talent. Strong interpersonal and organizational skills. Strong analytical, inductive, and deductive skills. Understanding of the direct and indirect impact of operational decisions on financial results. Excellent team building skills with a proven track record in mentoring/leading successful teams. Ability to articulate a vision and gain buy-in. Ability to collaborate with Sales, Marketing, Entertainment, Reservations, Loyalty Programs, Land Programs and Ship inventory to create synergies that enhance product perception and delivery. Ten years of Hospitality management experience. Five years of shipboard operations in a leadership position. Five years of multi-unit training and development experience. 10 years of diverse multi-cultural staff management and development experience. Travel: Less than 25% with shipboard travel likely Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential. Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time. This position is classified as “in-office.” As an in-office role, it requires employees to work from a designated Holland office Tuesday through Thursday each week. Employees may work from their homes on Mondays and Fridays. Holland provides comprehensive and innovative benefits to meet your needs, including: What You Can Expect Cruise and Travel Privileges for You and Your Family Health Benefits 401(k) Employee Stock Purchase Plan Training & Professional Development Tuition & Professional Certification Reimbursement Base Salary Range: $100,000 to $135,000. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely. Our Culture…Stronger Together Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.hollandamerica.com/en_US/our-company/mission-values.html Holland America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. Americans with Disabilities Act (ADA) Holland America will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com #HAL #LI-Hybrid #LI-TM1

Responsibilities

The Senior Manager, Guest Services Operations is responsible for leading and managing all aspects of Guest Services across Holland America Line and Seabourn to ensure exceptional guest satisfaction and operational excellence. This includes overseeing day-to-day operations, managing service recovery programs, and driving strategic initiatives to enhance the guest experience.