Front Desk Manager - UK

Royal Caribbean Group; Greater London; Presencial; GBP 35.000 - 55.000; Jornada completa

Descripción de la vacante

Royal Caribbean Group seeks an experienced hospitality professional to lead guest services. The role emphasizes hotel management and superior customer service on a ship or in a hotel setting.

Candidates with shipboard experience or frontline hotel operations in 4/5-star properties are preferred; fluency in English is essential for clear communication with guests and crew alike.

Formación

• 5+ years managerial hotel experience in customer service in hotel or hospitality industry.
• Preferably with Shipboard experience and/or experience in a 4/5* hotel handling front desk operations.
• Speak English clearly and distinctly.

Responsabilidades

• 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, 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 data to provide guests with accurate and up-to-date information to answer questions and handle special requests.

Conocimientos

Hotel management

Customer service

Shipboard experience

Front desk operations

Descripción del empleo

• 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.