Front Desk Manager
vor 2 Monaten
Job Summary
The Front Desk Manager is responsible for overseeing the Guest Service Agents and Bell Boy team to provide exceptional customer service and resolve guest issues efficiently. This role requires strong leadership and communication skills to ensure seamless operations at the Reception - Guest Service desk.
Key Responsibilities
- Lead the Front Desk Team by collaborating with Guest Relations Director and Guest Feedback Manager to achieve total guest satisfaction.
- Ensure prompt and efficient handling of guest complaints and requests, resolving issues to the guests' satisfaction.
- Handle sensitive and escalated guest issues, upholding the Company's image and reputation.
- Collaborate with shipboard managers to resolve issues promptly and efficiently.
- Schedule resources fairly, covering all desk and side duties to ensure smooth operations.
- Produce and send reports in a timely manner.
- Develop and coach new hire team members during their probationary period, providing feedback and development plans.
- Monitor team members' job performance using standard company tools, providing feedback and development plans.
Qualifications and Requirements
- Passion for customer service and guest satisfaction.
- At least one year or more in a customer service managerial position in the cruise industry or luxury hotels.
- Bachelor's degree in hospitality management, or at least 3 years of shipboard experience in a front-of-house position and managing a team.
- Proficiency in MS Office and Fidelio/Otalio systems.
- Ability to speak, read, and write in English as the working and safety language of the Company.
- Ability to speak, read, and write in any other major language (Italian, German, Spanish, Portuguese, French, Russian, Chinese, etc.) is considered a major advantage.
Visa Requirements
Valid passport
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