Front Desk Manager - ESP

Celebrity Cruises; Donostia/San Sebastián; Presencial; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

A leading cruise line seeks a Front Desk Manager in Donostia/San Sebastián, responsible for ensuring exceptional guest experiences. The ideal candidate will have over 4 years of managerial experience in a hotel environment, demonstrating strong hospitality skills and the ability to lead a team effectively. Proficiency in multiple languages is preferred. This position demands a professional demeanor and the capacity to handle high-pressure situations while maintaining service excellence.

Formación

• More than 4 years of experience in a Front Desk Managerial position or a General Manager position in a boutique hotel or in a 4–5-star hotel.
• Experience handling 100+ guests in a 4–5-star hotel.
• Experience supervising 30+ Team Members in Guest Services Department.
• Willing to work under pressure.
• Conversational proficiency in additional languages such as Spanish, Italian, Portuguese, French or German preferred.

Responsabilidades

• Perform duties in accordance with Celebrity Cruises standards and public health guidelines.
• Maintain a professional presence and emergency preparedness in Front Desk Operations.
• Execute issue resolution in line with standards, ensuring team performance and guest satisfaction.
• Take metrics on guest counts and desk volume.
• Communicate maintenance needs effectively.
• Ensure precision in financial transactions and cash float operations.
• Respond to escalated guest concerns professionally and empathetically.

Conocimientos

Hospitality skills

Leadership

Communication

Organizational skills

Decision-making

Multilingual communication

Descripción del empleo

The Front Desk Manager owns each guest with whom they interact, follow up on experience and offering a seamless execution of premium service that is both exceptional and memorable. As a Manager in the Guest Relations Department, The Front Desk Manager is the liaison between the Front Desk Team and all Hotel and Marine Departments to support proactive anticipation to every guest’s needs and expectations. The Front Desk Manager must possess outstanding hospitality, communication, leadership and organizational skills in addition to effective decision-making abilities. Paying keen attention to detail, the Front Desk Manager is held fully accountable for the leadership required to foster a quality and personalized guest experience within the team. This individual will take full ownership of Front Desk Team regarding all results, financial, development, training and analytical aspects including the accountability of escalated guest interaction, the guest sentiment following the interaction and the orderliness, emergency preparedness and efficacy of the Front Desk Operations, back and front of house.

Qualifications

• SHIPBOARD Employment type.
• Must at least have more than 4 yrs of experience in a Front Desk Managerial position or a General Manager position in a boutique hotel or in a 4–5-star hotel experience.
• Experience in handling 100+ guests in a 4–5-star hotel.
• Experience in handling and supervising 30+ Team Members in Guest Services Department.
• Must be willing to work under pressure
• Ability to speak additional languages such as Spanish, Italian, Portuguese, French or German preferred (Conversational Proficiency).

Essential Duties & Responsibilities

• All duties and responsibilities are to be performed in accordance with Celebrity Cruises WAYS standards, Standards of Excellence, Public Health guidelines, Key Performance Indicators, environmental, and safety policies in any area of the ship required.
• Maintains a constant presence of professionalism and emergency preparedness within the Front Desk Operations both back and front of house, being the brand voice and physical representative of the ship and Guest Relations for all interactions and calls providing impeccable, personalized quality of service to internal and external guests and crew alike.
• Executes the Ability to Resolve Issues vision in accordance with the current Standards of Excellence, holds accountability over all team development and performance opportunity, fosters healthy financial figures and guest satisfaction results.
• Championing strong administrative skills, taking periodic metrics of data such as guest counts, desk volume, concern content and guest and crew interaction behavioral analysis.
• Readily communicates inventory, program access and maintenance requirements by taking full stewardship of work areas and tools.
• Due diligence, care and attention to detail in all interactions and operations with an elevated focus on precision during financial transactions and cash float operations.
• Responds to escalated guest concerns in an up-scale, considerate, professional and positive manner, showing empathy and actively listening.