Front Desk Manager (Shipboard)

Four Seasons; Miami (FL); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Dry cleaning on board

Complimentary employee meals

Job summary

Four Seasons Yacht is seeking a Front Desk Manager to support the Director of Rooms, overseeing the reception area and guest services on a luxury voyage. You will aim to meet or exceed guest expectations on every occasion and lead a team of Guest Service agents.

Ideal candidates bring 3–5 years in luxury hotels or onboard cruise ships, fluent English, and strong organizational and communication skills to manage on-board operations and guest interactions.

Qualifications

• Minimum of 3-5 years of related experience in luxury hotels and/or onboard cruise line.
• Fluent in written and spoken English and in additional language(s).
• Proficient in MS Office and onboard systems such as Fidelio and Otalio.

Responsibilities

• Support and assist the Director of Rooms with all Guest Service-related matters.
• Manage the entire reception area according to FSY standards.
• Meet or exceed guest expectations on every occasion.
• Oversee guest satisfaction and handle complaints with appropriate action.
• Provide information and general assistance to all guests as required.
• Train and coach Guest Service agents to maintain standards.

Skills

Customer service

English fluency

Organizational skills

Interpersonal skills

Tools

MS Office

Fidelio

Otalio

Job description

About Four Seasons

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

About Four Seasons

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location

Four Seasons Yacht I

With elegant lines and sweeping ocean views, our spectacular yacht is home to 95 expansive suites and guest rooms, alongside a world-class choice of dining, wellness, and entertainment. It delivers numerous industry firsts to the yacht category — including the largest accommodations in the class, virtually endless ways to connect and configure suites, and Four Seasons unparalleled hospitality extended across the world’s oceans for the very first time.

679 ft in length // 34,000 Gross Tonnage// 95 Suites // 1:1 Guest/Staff Ratio

Each of the yacht’s 95 suites will offer panoramic views through floor-to-ceiling windows and access to expansive private terraces.

About The Role

The primary responsibilities of the Front Desk Manager are to support and assist the Director of Rooms with all Guest Service-related matters. Front Desk Manager is responsible for the entire reception area according to FSY standards. Meet or exceed guest expectations on every occasion.

What You Will Do

Essential Duties and Responsibilities

Operational

• Responsible for complying with/performing Safety/Environmental/Emergency Response duties as assigned.
• Reads and acknowledges documents as assigned in FSY Management System.
• Responsible for the correct handling of work arising daily/per cruise/monthly according to FSY standards.
• Monitors guest satisfaction and feedback and acts on any complaints or requests.
• Leads recovery meetings each voyage with all other onboard departments.
• Supports, coaches and trains Guest Service agents to meet the standards required in their job roles.
• Keeps and maintains accurate records of discussions/correspondence with Guests and communicates all complaints onboard to Director of Rooms.
• Investigate and solve Guest complaints and problems and issues refunds/compensation/goodwill gestures in agreement with Director of Rooms & Guest Experience.
• Monitors work and rest hours and attendance for Guest services ensuring they meet MLC regulations.
• Responsible for the manner and appearance of the Guest Service Agents always ensuring a professional look.
• Organizes the preparation and processing of all administrative requirements for Guests throughout the voyage such as embarkation/disembarkation activities.
• Provides information and general assistance to all Guests when required.
• Oversees Otalio input.
• Responsible for L&F cash to be handed over to Finance Manager in timely manner.
• Responsible for PN application and sending required PN to Guest in timely manner.
• Responsible for PMS (Otalio) Port and Time update.
• Ensures that the Guest service agents maintain thorough and up-to-date Guest Service and product knowledge by providing ongoing training.
• Observes passengers to identify their preferences and adjusts service, accordingly, anticipating passenger needs.
• Monitors satisfaction and service ratings against annual OBE targets and formulates short term service improvement plans.
• Meets with Guests on a one-to-one basis as required.

What You Bring

Minimum of 3-5 years of related experience in luxury hotels and/or onboard cruise line.

• Familiar with basic shipboard operation.
• Fluent in written and spoken English and in additional language(s).
• Knowledge of general office practices, procedures and equipment.
• Ability to prioritize tasks and work independently.
• Strong organizational, interpersonal and communication skills.
• Ability to interact with senior-level management and owner representatives.
• Adherence to specific scheduled working hours yet being flexible to operational requirements.
• Ability to interact professional in an international team
• Capable to perform assigned duties under pressure (time constraints) and in a constant changing environment
• Easily adapts to change
• Must have previous sea going experience.

Preferred

• Cruise Ship Experience

Required Computer Skills

• Proficient in MS Office (PowerPoint, Word, Excel and Outlook)
• Knowledgeable in using onboard systems like Fidelio, Otalio

Willingness to live and work onboard the Yacht for extended periods, with travel to various international destinations.

What We Offer

• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Complimentary Dry Cleaning for Employee Uniforms while onboard
• Complimentary Employee Meals while onboard

Schedule & Hours

• 4 months on/2 months off

Four Seasons is an Equal Opportunity, Aff…? To access the 'EEOC is The Law' Information poster please visit this website - https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal