Luxury Front Desk & Guest Relations Lead

Celebrity Cruises; Madrid; On-site; EUR 48,000 - 70,000; Full time

Job summary

Celebrity Cruises is seeking a Front Desk Manager to lead the Guest Relations team on board. You will be the liaison between the Front Desk and all hotel and marine departments, ensuring seamless execution of premium service and a memorable guest experience.

The role requires outstanding hospitality, communication and organizational skills, with accountability for team development, financial performance and guest satisfaction metrics. Strong leadership and quick decision-making are essential.

Qualifications

• 4+ years in a Front Desk Managerial or General Manager role in a boutique or 4–5-star hotel.
• Experience handling 100+ guests in a 4–5-star hotel.
• Experience supervising 30+ team members in Guest Services.
• Willingness to work under pressure.
• Conversational proficiency in Spanish, Italian, Portuguese, French or German preferred.
• Adherence to Celebrity Cruises WAYS Standards and safety policies.

Responsibilities

• Liaise between Front Desk Team and all hotel and marine departments to support proactive guest care.
• Own Front Desk operations and outcomes, including financial, training and analytics aspects.
• Lead the Front Desk Team to deliver impeccable, personalized service to guests and crew.
• Address escalated guest concerns with empathy, professionalism and timely resolutions.
• Monitor guest sentiment, desk metrics and inventory to maintain high standards of service.

Skills

Leadership

Communication

Organizational skills

Decision making

Attention to detail

Guest service excellence

Team supervision

Job description

Celebrity Cruises is seeking a Front Desk Manager to lead the Guest Relations team on board. You will be the liaison between the Front Desk and all hotel and marine departments, ensuring seamless execution of premium service and a memorable guest experience.

The role requires outstanding hospitality, communication and organizational skills, with accountability for team development, financial performance and guest satisfaction metrics. Strong leadership and quick decision-making are essential.