Front Desk Manager

JOB PURPOSE

The Front Desk Manager supervises the Guest Service Agents and Bell Boy team in order to provide personalized service and first contact resolutions to guests’ issues, while running the operation of the Reception - Guest Service desk.

KEY ACCOUNTABILITIES

• Leading the Front Desk Team, by liaising with Guest Relations Director and Guest Feedback Manager to achieve total guest satisfaction.

• Ensuring all guest complaints and requests are handled promptly and efficiently and resolved to the guests’ satisfaction.

• Handling sensitive and escalated guests’ issues, upholding the Company’s image.

• Cooperating with all shipboard managers to ensure all issues are taken care of and resolved in a prompt way.

• Scheduling all resources fairly, covering all desk and side duties in order to ensure the operation runs smoothly.

• Ensuring reports are produced and s...