Assistant Front Desk Manager

The Assistant Front Desk Manager owns each guest with whom they interact, follow up on experience and offering a seamless execution of premium service that is both exceptional and memorable. As part of the Guest Relations Team, the Assistant Front Desk Manager is the liaison between the Guest Relations Team and all Hotel and Marine Departments to support proactive anticipation to every guest’s needs and expectations. The Assistant Front Desk Manager must possess outstanding hospitality, communication, leadership and organizational skills in addition to effective decision-making abilities. Paying keen attention to detail, the Assistant Front Desk Manager is held fully accountable for the leadership required to foster a quality guest experience within the team. This individual will take full ownership and accountability of escalated guest interaction, the guest sentiment following the interaction and the orderliness, emergency preparedness and efficacy of the Front Desk Operations, back and front of house. Qualifications: SHIPBOARD Employment 2YRS Hotel Supervisor in a 4 / 5* hotel. Cruising experience with the same role is an advantage. Ability to speak English clearly, distinctly and cordially with guests. Essential duties and responsibilities: Maintains a constant presence of professionalism and emergency preparedness within the Front Desk Operations both back and front of house, being the brand voice and physical representative of the ship and guest relations for all interactions and calls providing impeccable quality of a personalized service to internal and external guests and crew alike Championing strong administrative skills, taking periodic metrics of data such as guest counts, desk volume, concern content and guest and crew interaction behavioral analysis Leading from the front and working alongside the Front Desk Team, readily communicates inventory, program access and maintenance requirements by taking full stewardship of work areas and tools Due diligence, care and attention to detail in all interactions, with elevated focus on telephone operations and precision during financial transactions and cash float operations Responds to escalated guest concerns in an up-scale, considerate, professional and positive manner, showing empathy and actively listening