Assistant Front Desk Manager

Royal Caribbean Group; Milano; In loco; EUR 45.000 - 66.000; Tempo pieno

Descrizione del lavoro

Royal Caribbean Group is seeking an Assistant Front Desk Manager to lead a guest services team onboard and uphold exemplary service standards while maintaining a positive, efficient workplace.

The role emphasizes training, leadership, and recognizing overall team performance, with fleet-wide placement flexibility and coordination with shipboard and shore-side colleagues to resolve issues and ensure guest satisfaction.

Competenze

• Minimum one year front of house supervisory experience in a cruise line.
• Ability to handle guests with discretion, patience, tact.
• Knowledge of customer service principles and quality standards.
• Diplomatic communication with managers and staff to resolve issues.
• Flexibility to adapt to fleet-wide operating changes.
• Proficient with computers and Microsoft Office; operate office equipment.
• High school diploma or equivalent preferred.

Conoscenze

Supervisory experience

Customer service

Diplomatic communication

Problem resolution

Coaching and counseling

Formazione

High school diploma or equivalent

Strumenti

Microsoft Office

Descrizione del lavoro

The Assistant Front Desk Manager continually strives to exceed hospitality industry standards, while ensuring complete guest and team satisfaction. This role establishes and drives a positive working environment focusing on operational goals where training, leadership, development, and recognizing overall team performance are paramount.

QUALIFICATION

• Minimum one year front of house supervisory experience in a cruise line (shipboard)
• Ability to effectively deal with internal and external guests, some of whom will require high levels of discretion, patience, tact and diplomacy.
• Knowledge of principles and processes for providing exemplary customer and personal service including needs assessment, problem resolution and achievement of quality service standards.
• Ability to communicate diplomatically with managers, shipboard and shore-side employees to resolve problems and negotiate amicable resolution to challenging issues.
• 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.
• Should harbor a flexible outlook towards placement throughout the fleet, considering changing fleet-wide operational business needs.
• Working knowledge of computers, internet access, and the ability to navigate within a variety of software packages such as Microsoft Office.
• Demonstrates a working knowledge to operate all office equipment.
• Completion of high school, basic or vocational education equivalency preferred.
• Working knowledge of US cash handling procedures and foreign exchange required.