Assistant Front Desk Manager

About the role

The Assistant Front Desk Manager supports the Front Desk Manager in delivering industry‑leading guest service on a cruise ship or hotel property. This role combines hands‑on guest interaction with team leadership, ensuring smooth desk operations and rapid resolution of guest issues.

Key responsibilities

• Supervise and schedule the front desk team, balancing coverage for peak times and slower periods.
• Provide direct guest services at the desk, including lost luggage, cash handling, safe deposit boxes, lost‑and‑found, printing, Sea Pass card issuance, and ship announcements.
• Coach, mentor and evaluate team members, using performance tools such as opportunity logs, action plans and progressive discipline.
• Monitor key performance indicators, guest ratings and comments to drive a culture of ownership and continuous improvement.
• Develop and implement new guest interaction methods to enhance satisfaction and reduce recurring issues.

Required profile

• Minimum one year of front‑of‑house supervisory experience in a hotel, cruise line or related hospitality setting.
• Strong interpersonal skills with the ability to handle discreet, high‑pressure guest situations tactfully.
• Flexibility to work across different ships or locations as operational needs change.
• Ability to communicate diplomatically with managers, crew and shore‑side staff to resolve problems.

Required skills

• Proficient use of Microsoft Office and general computer applications.
• Working knowledge of cash handling procedures and foreign‑exchange transactions.
• Ability to operate standard office equipment (printers, scanners, etc.).
• Basic high‑school or vocational education equivalent.