Front Desk Team Lead – Guest Experience

Royal Caribbean Group; Madrid; Presencial; EUR 28.000 - 45.000; Jornada completa

Descripción de la vacante

Royal Caribbean Group seeks an Assistant Front Desk Manager to supervise and mentor a front desk team delivering industry-leading guest service. You will coach, train, evaluate, and track development, ensuring a culture of ownership over the guest experience.

You will handle desk services such as lost luggage, cash services, safety deposit boxes, Sea Pass issuance, and ship announcements, leading by example with exceptional service.

Formación

• At least one year of front-of-house supervisory experience is preferred.
• Ability to interact with guests with discretion, patience and diplomacy.
• Knowledge of delivering exemplary customer service and problem resolution.
• Strong communication with managers and staff to resolve issues amicably.
• Flexible leadership to manage a diverse guest services operation.

Responsabilidades

• Assist the Front Desk Manager in planning a balanced front desk schedule per voyage.
• Ensure proper manning during meetings and peak times with language coverage.
• Develop new ways to enhance guest interaction and service via phone or in person.
• Take ownership for guest feedback and seek permanent solutions to issues.
• Coach and evaluate team performance using standard tools and processes.

Conocimientos

Front desk supervision

Customer service

Diplomatic communication

Disciplinary actions

Team collaboration

Computer literacy

Educación

High school diploma

Herramientas

Microsoft Office

Descripción del empleo

Royal Caribbean Group seeks an Assistant Front Desk Manager to supervise and mentor a front desk team delivering industry-leading guest service. You will coach, train, evaluate, and track development, ensuring a culture of ownership over the guest experience.

You will handle desk services such as lost luggage, cash services, safety deposit boxes, Sea Pass issuance, and ship announcements, leading by example with exceptional service.