What are the responsibilities and job description for the Front Desk Manager position at Royal Caribbean Group?
Being a key member of the shipboard management team, the Front Desk Manager possesses a dynamic outgoing demeanor with a passion for ‘Delivering the Wow’ through industry leading service while demonstrating exemplary problem resolution skills. The 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 and focuses on operational goals where training, leadership, development, and recognizing overall team performance are paramount. Leading by example and from the front of the house, the Front Desk Manager is a ship's driving advocate for delivering outstanding Customer Service.Qualifications :
- Minimum one year front of house supervisory experience in a hotel, cruise line orhospitality industry related field required.
- Ability to effectively deal with internal and external guests, some of whom will requirehigh levels of discretion, patience, tact and diplomacy.
- Knowledge of principles and processes for providing exemplary customer and personalservice including needs assessment, problem resolution and achievement of qualityservice standards.
- Ability to communicate diplomatically with managers, shipboard and shore-sideemployees to resolve problems and negotiate amicable resolution to challenging issues.
- Flexibility to manage, focus, direct and encourage a positive, dynamic, diverse guestservices operation by navigating through a changing work environment. Should be ableto utilize and administer the progressive disciplinary action process through coaching andcounseling to improve performance where possible.
- Ability to work positively and cooperatively in a diverse team environment to meetoverall established timeframes for the Guest Services division operation.
- Should harbor a flexible outlook towards placement throughout the fleet, consideringchanging fleet-wide operational business needs.
- Working knowledge of computers, internet access, and the ability to navigate within avariety 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.
