Assistant Front Desk Manager

About the role

The Assistant Front Desk Manager leads a front‑desk team dedicated to delivering industry‑leading service to guests. This role combines hands‑on guest interaction with coaching, performance tracking, and proactive problem resolution to ensure an exceptional guest experience.

Key responsibilities

• Supervise, motivate, coach, train and evaluate front‑desk staff on an individual and team basis.
• Monitor key performance indicators, guest ratings and comments, and drive a culture of ownership for the guest experience.
• Address guest feedback promptly, providing effective resolutions and permanent solutions.
• Maintain visibility at the desk to deliver services such as lost luggage handling, cash services, safety‑deposit box operations, lost‑and‑found, printing, Sea Pass card issuance, and ship announcements.
• Lead by example, empowering the Guest Services team to achieve prompt, high‑quality service.

Required profile

• Minimum one year of front‑of‑house supervisory experience in a hotel, cruise line or related hospitality setting (preferred).
• Strong interpersonal skills with the ability to handle guests requiring discretion, patience, tact and diplomacy.
• Excellent communication with managers, shipboard and shore‑side staff to resolve issues amicably.
• Flexibility to thrive in a dynamic, diverse environment and willingness to be placed across the fleet as needed.
• High school diploma or equivalent; vocational education preferred.

Required skills

• Proficient use of Microsoft Office suite.
• Working knowledge of computers, internet navigation and common software packages.
• Ability to operate standard office equipment.