Front Desk Manager - ES

Royal Caribbean Group; Madrid; On-site; EUR 49,000 - 62,000; Full time

Job summary

Royal Caribbean Group is hiring for a guest services leadership role on board, requiring extensive hotel management experience and clear English communication. The candidate should be able to supervise a diverse team in a dynamic shipboard environment, addressing guest needs and upholding service standards.

Experience in a 4/5* hotel or shipboard operations is preferred, along with the ability to handle front desk processes and guest inquiries effectively.

Qualifications

• 5+ years of managerial hotel experience in customer service.
• Preferably shipboard experience and/or experience in a 4/5* hotel handling front desk operations.

Responsibilities

• Knowledge of principles and processes for providing exemplary customer and personal service including needs assessment, problem resolution and achievement of quality service standards.
• Flexibility to manage, focus and encourage a positive, dynamic guest services operation by navigating through a changing work environment and coaching to improve performance.
• Ability to work positively and cooperatively in a diverse team environment to meet overall timeframes for Guest Services.
• Responds to escalated guest concerns in a considerate, professional and positive manner with empathy and active listening.
• Maintains current knowledge of ship’s regular events and special functions to provide guests with accurate information and handle special requests.

Skills

Managerial hotel experience

Shipboard experience

Job description

• 5years+ managerial hotel experience in customer service in a hotel, or hospitality industry related field required.
• Preferably with Shipboard experience and/or experience in a 4/5* hotel handling front desk operations
• Required to speak English clearly and distinctly.

Duties and Responsibilities:

• Knowledge of principles and processes for providing exemplary customer and personal service including needs assessment, problem resolution and achievement of quality service standards.
• Flexibility to manage, focus, direct and encourage a positive, dynamic, diverse guest services operation by navigating through a changing work environment. Should be able to utilize and administer the progressive disciplinary action process through coaching and counseling to improve performance where possible.
• Ability to work positively and cooperatively in a diverse team environment to meet overall established timeframes for the Guest Services division operation.
• Responds to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively.
• Maintains current knowledge of all ship’s regular events and special functions by reviewing all available data to provide guests with accurate and up-to-date information to answer questions and handle any special requests.