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Manager Cruise Line Customer Service Jobs (NOW HIRING)

Norwegian Cruise Line

We're Hiring

Mesa, AZ

$10 - $12/hr

Company Description Norwegian Cruise Line is the innovator in cruise travel with a 47-year history ... Customer service skills to create a friendly, enthusiastic and efficient guest experience.

Norwegian Cruise Line

Warranty Manager

Miami, FL

GROW YOUR CAREER WITH US At Norwegian Cruise Line Holdings (NCLH), we know our future success ... service and unique guest experiences aboard each vessel and we're continually seeking applicants ...

American Cruise Lines

Hotel General Manager

Poulsbo, WA · On-site

Hotel General Manager American Cruise Lines, the largest USA flagged cruise line in the United ... customer service, housekeeping, and food service operations on the ship. The Hotel General Manager ...

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How much do manager cruise line customer service jobs pay per year?

As of May 29, 2026, the average yearly pay for manager cruise line customer service in the United States is $57,998.00, according to ZipRecruiter salary data. Most workers in this role earn between $41,000.00 and $70,000.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Manager Cruise Line Customer Service, and why are they important?

To thrive as a Manager Cruise Line Customer Service, you need strong leadership abilities, experience in hospitality or customer service, and usually a relevant degree or professional training. Familiarity with customer relationship management (CRM) systems, reservation platforms, and industry certifications like Certified Guest Service Professional (CGSP) are highly valuable. Excellent communication, conflict resolution, and cultural sensitivity are standout soft skills for this position. These competencies ensure exceptional guest satisfaction, efficient team operations, and the ability to handle diverse passenger needs in a dynamic environment.

What are some common challenges faced by a Manager in Cruise Line Customer Service, and how can they be effectively addressed?

Managers in Cruise Line Customer Service often encounter challenges such as resolving complex guest complaints, maintaining high service standards across a diverse team, and adapting to rapidly changing guest needs during voyages. Successfully addressing these challenges requires strong communication skills, proactive team training, and the ability to remain calm under pressure. Building a culture of continuous feedback, empowering frontline staff, and collaborating closely with other departments—such as housekeeping and food services—are also key strategies for ensuring guest satisfaction and smooth operations.

What are Manager Cruise Line Customer Service roles and responsibilities?

A Manager of Cruise Line Customer Service oversees the customer service department onboard ships or at cruise line offices. Their main responsibilities include supervising customer service staff, resolving passenger complaints, ensuring excellent guest experiences, and implementing company policies. They also train team members, manage service procedures, and handle escalated issues. The role requires strong communication, leadership, and problem-solving skills to maintain high levels of customer satisfaction throughout the cruise experience.

What is the difference between Manager Cruise Line Customer Service vs Cruise Line Guest Services Supervisor?

AspectManager Cruise Line Customer ServiceCruise Line Guest Services Supervisor
CredentialsCustomer service experience, leadership skills, industry knowledgeCustomer service experience, supervisory skills, industry knowledge
Work EnvironmentOversees customer service departments, manages staff, strategic planningSupervises guest services staff, handles onboard guest issues, ensures service quality
Employer & Industry UsageCommonly used in cruise line companies for managerial rolesUsed in cruise lines for supervisory roles directly managing guest services

The main difference is that the Manager Cruise Line Customer Service typically holds a higher-level, strategic role overseeing the entire customer service department, while the Cruise Line Guest Services Supervisor focuses on supervising onboard guest services staff and resolving guest issues directly. Both roles require customer service experience and industry knowledge, but the manager position involves broader responsibilities and leadership duties.

What cities are hiring for Manager Cruise Line Customer Service jobs? Cities with the most Manager Cruise Line Customer Service job openings:
What are the most commonly searched types of Cruise Line Customer Service jobs? The most popular types of Cruise Line Customer Service jobs are:
What states have the most Manager Cruise Line Customer Service jobs? States with the most job openings for Manager Cruise Line Customer Service jobs include:
Manager Cruise Line Customer Service jobs near you
Personal Cruise Consultant

Personal Cruise Consultant

Norwegian Cruise Line

Miami, FL

Full-time

Posted 10 days ago

Norwegian Cruise Line rating

8.5

Company rating: 8.5 out of 10

Based on 32 frontline employees who took The Breakroom Quiz

4th of 9 rated cruise lines

Job description

Company Description

Norwegian Cruise Line is the innovator in cruise travel with a 47-year history of breaking the boundaries of traditional cruising, most notably with the introduction of Freestyle Cruising which revolutionized the industry by giving guests more freedom and flexibility. Today, Norwegian invites guests to "Feel Free" on one of 14 purpose-built Freestyle Cruising ships, providing guests the opportunity to enjoy a relaxed, resort style cruise vacation on some of the newest and most contemporary ships at sea. Recently, the line was named "Europe's Leading Cruise Line" for the sixth consecutive year, as well as "Caribbean's Leading Cruise Line" and "World's Leading Large Ship Cruise Line" by the World Travel Awards. Norwegian Cruise Line is also listed as one of America's Best Employers on Forbes List.

Norwegian Cruise Line is the official cruise line of the Miami Dolphins/Sun Life Stadium, The New York Knicks, Blue Man Group and Legends in Concert; and the official cruise line partner of The GRAMMY Awards and is an official partner of the Rockettes and Radio City Music Hall.

Job Description

DUTIES AND RESPONSIBILITIES:

Promotes sales to direct consumers by initiating calls, acting on leads and/or prospects in order to identify travel needs, present/explain Norwegian Cruise Line products and make travel recommendations.

  • Establishes and maintains quality customer relationships by delivering exceptional customer service, establishing rapport, identifying and meeting customer needs and expectations to include meeting customer retention goals and following up with consumers as necessary, in order to close sale and meet/exceed revenue goals.
  • Builds and maintains effective relationships with new and existing consumers.  Maintains consumer prospect lists/contact database in order to identify client travel trends; Proactively and consistently seeks opportunities to promote and sell Norwegian Cruise Line products based on client travel history.
  • Acquires in depth industry and company knowledge in order to articulate cruise product features, benefits, pricing and make recommendations to include promotions, itineraries, and auxiliary products such as stateroom upgrades, onboard credits and other shipboard amenities. 
  • Attends and actively participates in daily team meetings or relevant sales training in order to ensure appropriate sales techniques are being used and accurate information is being communicated to direct consumers. 
  •  Participates in department approved mass e-mail campaigns targeting specific guests' profiles.
  •  Perform other job related functions as assigned. 
Qualifications

EDUCATION: High School Diploma or equivalent; Bachelor's degree in Marketing, Business Administration or related field preferred. 

EXPERIENCE: Minimum one year of sales experience; 2 years sales experience preferred.  Cruise sales a plus.

Additional Information

KNOWLEDGE & SKILLS:   

Must have excellent verbal communication skills, in order to effectively communicate with direct guests on the telephone and internally. 

Maintain strong working knowledge of Norwegian Cruise Line products, including current fleet and ship itineraries.

Proven record of excellent customer service and retention skills.  

Must be able to multi-task and work in a high energy sales environment that is goal/quota driven. Problem solving, research and resolution skills.

Negotiation skills and ability to think through solutions is required in order to balance the interest of the guests and guest satisfaction while ensuring revenue and adherence to Norwegian's program guidelines. 

Customer service skills. 

Adherence to dress code is strictly enforced.

*Please Apply Online At https://www.ncl.com/about/careers/corporate-employment*

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