Assistant Front Desk Manager

About the role

The Assistant Front Desk Manager supports the Guest Services team by delivering industry‑leading service to guests. Working side‑by‑side with the front desk staff, this role ensures smooth daily operations, resolves guest issues promptly, and upholds the Guest Services Vision and Mission.

Key responsibilities

• Supervise, motivate, coach, and train front desk team members.
• Track individual and team performance against key performance indicators and guest feedback.
• Address guest concerns proactively and provide effective resolutions.
• Maintain visibility at the desk to handle services such as lost luggage, cash transactions, safety deposit boxes, lost‑and‑found, printing, Sea Pass card issuance, and ship announcements.
• Lead by example, fostering a culture of empowerment and ownership of the guest experience.

Required profile

• Minimum one year of front‑of‑house supervisory experience in a hotel, cruise line, or related hospitality setting (preferred).
• Strong interpersonal skills with the ability to handle guests requiring discretion, patience, tact, and diplomacy.
• Knowledge of customer‑service principles, needs assessment, problem resolution, and quality standards.
• Effective communication with managers and staff across shipboard and shore‑side environments.
• Flexibility to adapt to a dynamic, diverse guest‑services operation and willingness to be placed across the fleet as needed.
• High school diploma or vocational equivalent preferred.

Required skills

• Proficiency with Microsoft Office.
• Working knowledge of computers, internet navigation, and standard office equipment.

What we offer

• Opportunity to lead a high‑performing front desk team in a global hospitality environment.
• Professional development through coaching, training, and performance tracking.
• Dynamic, multicultural work setting with exposure to diverse guest interactions.