Assistant Front Desk Manager

About the role

The Assistant Front Desk Manager leads a front desk team to deliver industry‑leading service to guests. This role combines hands‑on desk duties with coaching, performance tracking, and proactive guest issue resolution.

Key responsibilities

• Supervise and motivate the front desk team, providing coaching, training, and performance evaluations.
• Monitor key performance indicators, guest ratings, and comments to foster a culture of ownership.
• Address guest feedback promptly, offering effective resolutions and permanent solutions.
• Maintain visibility at the desk to handle services such as lost luggage, cash transactions, safety deposit boxes, lost‑and‑found, printing, Sea Pass card issuance, and ship announcements.
• Lead by example, demonstrating exceptional customer service and ensuring the team meets service standards.

Required profile

• Minimum one year of front‑of‑house supervisory experience in a hotel, cruise line, or related hospitality setting.
• Strong interpersonal skills with the ability to handle guests requiring discretion, patience, tact, and diplomacy.
• Knowledge of customer‑service principles, problem‑resolution processes, and quality standards.
• Flexibility to work in a dynamic, diverse environment and willingness to be placed across a fleet as needed.
• Ability to administer progressive disciplinary actions through coaching and counseling.

Required skills

• Proficient use of computers and internet access.
• Working knowledge of Microsoft Office suite.
• Ability to operate standard office equipment.