Assistant Front Desk Manager

About the role

The Assistant Front Desk Manager supports the Front Desk Manager in leading a front desk team that delivers industry‑leading service to guests. The role involves coaching, training, and evaluating staff, handling guest feedback, and ensuring smooth operation of desk services such as luggage, cash handling, safe deposit boxes, and ship announcements.

Key responsibilities

• Assist the Front Desk Manager in planning and balancing the front desk schedule for each voyage, ensuring proper coverage during peak and slow periods.
• Assign duties, observe and evaluate team members, and use performance‑management tools (action plans, appraisals, progressive discipline) to maintain high quality standards.
• Provide direct guest services at the desk, including lost luggage, cash services, safety deposit box transactions, lost‑and‑found, printing, Sea Pass card issuance, and ship announcements.
• Develop and implement new ways to enhance guest interaction, resolve issues at the root cause, and add value to the guest experience.
• Maintain detailed knowledge of key performance indicators, guest ratings, and comments to foster a culture of ownership and continuous improvement.
• Lead by example, remaining visible at the desk to assist the Guest Services team and demonstrate exceptional customer service.

Required profile

• Minimum one year of front‑of‑house supervisory experience in a hotel, cruise line, or related hospitality setting.
• Ability to deal with internal and external guests with discretion, patience, tact and diplomacy.
• Knowledge of customer‑service principles, problem‑resolution processes, and quality‑service standards.
• Strong communication skills to negotiate and resolve challenging issues with managers and staff.
• Flexibility to work across the fleet and adapt to changing operational needs.
• High school diploma or equivalent; vocational education preferred.
• Working knowledge of U.S. cash handling procedures and foreign‑exchange handling.

Required skills

• Proficiency with Microsoft Office and general computer operation.
• Cash handling procedures, including U.S. currency and foreign‑exchange transactions.
• Operation of standard office equipment (printers, scanners, etc.).