Guest Services Front Desk Lead

Royal Caribbean Group; Helsinki; On-site; EUR 40,000 - 60,000; Full time

Job summary

The Royal Caribbean Group is seeking an Assistant Front Desk Manager in Helsinki to supervise the front desk team and deliver industry-leading guest service across all touchpoints.

You will coach, train and evaluate staff, manage schedules, and ensure quick, effective guest resolutions while maintaining POS, cash handling and safety deposit box services. The role emphasizes visible leadership and proactive problem solving to elevate the guest experience onboard and ashore.

Qualifications

• Experience supervising front desk staff in hospitality or cruise line settings.
• Strong customer service orientation with diplomacy and discretion.
• Ability to communicate with managers, shipboard and shore-side staff.
• Flexibility to adapt to changing fleet needs and schedules.
• Knowledge of cash handling procedures and guest service standards.
• Basic computer and office equipment skills.

Responsibilities

• Assist Front Desk Manager in planning balanced front desk schedules per voyage.
• Ensure proper manning during meetings and peak times with language coverage.
• Develop strategies to enhance guest interaction and service quality.
• Uphold the department's reputation through ownership of requests and problems.
• Observe, evaluate and coach team members to drive accountability and development.

Skills

Front of house supervision

Customer service

Discretion and diplomacy

Communication with managers

Flexibility

Disciplinary process

Team collaboration

Cash handling

Education

High school diploma or equivalent

Tools

Microsoft Office

Office equipment operation

IT systems familiarity

Job description

The Royal Caribbean Group is seeking an Assistant Front Desk Manager in Helsinki to supervise the front desk team and deliver industry-leading guest service across all touchpoints.

You will coach, train and evaluate staff, manage schedules, and ensure quick, effective guest resolutions while maintaining POS, cash handling and safety deposit box services. The role emphasizes visible leadership and proactive problem solving to elevate the guest experience onboard and ashore.