Assistant Front Desk Manager

About the role

The Assistant Front Desk Manager supports the Front Desk Manager in delivering industry‑leading guest service on a cruise ship or hotel property. The role combines hands‑on desk duties with team leadership, coaching, and performance management to ensure a seamless guest experience.

Key responsibilities

• Supervise and schedule the front desk team, ensuring proper coverage during peak and off‑peak periods.
• Handle guest services at the desk, including lost luggage, cash transactions, safety deposit boxes, lost‑and‑found, printing, Sea Pass issuance, and ship announcements.
• Coach, mentor, and evaluate team members using performance tools such as opportunity logs, action plans, and progressive discipline.
• Monitor key performance indicators, guest ratings, and feedback to drive continuous improvement.

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 guest issues diplomatically and maintain discretion.
• Flexibility to work across the fleet and adapt to changing operational needs.

Required skills

• Proficient with Microsoft Office and general computer operations.
• Working knowledge of US cash handling procedures and foreign exchange.
• Ability to operate standard office equipment (printers, scanners, etc.).