Assistant Front Desk Manager

About the role

The Assistant Front Desk Manager supports the Guest Services team in delivering industry‑leading service to guests. Working primarily at the front desk, the role combines hands‑on guest interaction with coaching, training and performance monitoring of the team.

Key responsibilities

• Supervise and motivate a front desk team to achieve high guest‑service standards.
• Coach, train, evaluate and track individual and team development.
• Address guest feedback proactively and provide effective resolutions.
• Maintain knowledge of key performance indicators, guest ratings and comments.
• Perform front‑desk duties such as handling lost luggage, cash services, safety deposit boxes, lost‑and‑found, printing, issuing Sea Pass cards and broadcasting ship announcements.
• Lead by example, remaining visible and available to assist the Guest Services team.

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 guests requiring discretion, patience, tact and diplomacy.
• Knowledge of customer‑service principles, problem‑resolution processes and quality standards.
• Flexibility to adapt to a changing work environment and to work across the fleet as needed.
• Ability to apply progressive disciplinary actions through coaching and counseling.
• High school diploma or equivalent; vocational education is a plus.

Required skills

• Working knowledge of computers and internet access.
• Proficiency with Microsoft Office applications.
• Ability to operate standard office equipment (printers, scanners, etc.).