Front Desk Manager - ITA

Royal Caribbean Group; Milano; On-site; EUR 54,000 - 80,000; Full time

Job summary

Royal Caribbean Group seeks a hotel services professional with strong managerial experience in customer service to oversee guest operations aboard our vessels. The role emphasizes leadership of front desk and guest services teams, ensuring a seamless and high-quality experience for diverse guests in a fast-paced maritime environment.

Ideal candidates will have 5+ years in hospitality management, preference for shipboard exposure, and excellent English communication.

Qualifications

• 5+ years of managerial hotel experience in customer service.
• Preferably shipboard experience and/or front desk experience in a 4/5* hotel.

Responsibilities

• Provide exemplary customer and personal service, including needs assessment and problem resolution to meet quality standards.
• Navigate a dynamic guest services operation, coaching and counseling to improve performance where needed.
• Collaborate with a diverse team to meet timeframes for the Guest Services division.
• Respond to escalated guest concerns professionally, with empathy and active listening.
• Maintain up-to-date knowledge of ship events and functions to inform guests and handle special requests.

Skills

Hotel management

Front desk operations

Job description

• 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.