The 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 a Manager in the Guest Relations Department, The Front Desk Manager is the liaison between the Front Desk Team and all Hotel and Marine Departments to support proactive anticipation to every guest’s needs and expectations. The 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 Front Desk Manager is held fully accountable for the leadership required to foster a quality and personalized guest experience within the team. This individual will take full ownership of Front Desk Team regarding all results, financial, development, training and analytical aspects including the 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 type.
- Must at least have more than 4 yrs of experience in a Front Desk Managerial position or a General Manager position in a boutique hotel or in a 4–5-star hotel experience.
- Experience in handling 100+ guests in a 4–5-star hotel.
- Experience in handling and supervising 30+ Team Members in Guest Services Department.
- Must be willing to work under pressure
- Ability to speak additional languages such as Spanish, Italian, Portuguese, French or German preferred (Conversational Proficiency).
Essential Duties & Responsibilities:
- All duties and responsibilities are to be performed in accordance with Celebrity Cruises WAYS standards, Standards of Excellence, Public Health guidelines, Key Performance Indicators, environmental, and safety policies in any area of the ship required.
- 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, personalized quality of service to internal and external guests and crew alike
- Executes the Ability to Resolve Issues vision in accordance with the current Standards of Excellence, holds accountability over all team development and performance opportunity, fosters healthy financial figures and guest satisfaction results.
- Championing strong administrative skills, taking periodic metrics of data such as guest counts, desk volume, concern content and guest and crew interaction behavioral analysis
- 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 and operations with an elevated focus on 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
