Front Desk Operations Supervisor

vor 3 Wochen


Genf, Genf, Schweiz MSC CRUISES Vollzeit

Job Overview

The Front Desk Manager is responsible for supervising the Guest Service Agents and Bell Boy team to provide personalized service and first contact resolutions to guests' issues while running the operation of the Reception - Guest Service desk.

Main Responsibilities

• Lead the Front Desk Team by liaising with Guest Relations Director and Guest Feedback Manager to achieve total guest satisfaction.

• Ensure all guest complaints and requests are handled promptly and efficiently and resolved to the guests' satisfaction.

• Handle sensitive and escalated guests' issues, upholding the Company's image.

• Cooperate with all shipboard managers to ensure all issues are taken care of and resolved in a prompt way.

• Schedule all resources fairly, covering all desk and side duties to ensure the operation runs smoothly.

• Ensure reports are produced and sent in a timely manner.

• Develop and coach new hire team members within their probationary period, making sure IPM evaluation and standard feedbacks are issued and discussed. Also, sponsor their career growth.

• Monitor team members' job performance using standard company tools to provide feedbacks and development plans.

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 in hospitality management, and/or at least 3 years in shipboard experience in a front of the house position and managing a team.

• User of MS Office.

• Superuser of Fidelio/Otalio systems.

• The ability to speak, read, and write in English as it is the working and safety language of the Company.

• The ability to speak, read, and write in any other major language (Italian, German, Spanish, Portuguese, French, Russian, Chinese, etc.) is considered a major advantage.


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