Assistant Front Desk Manager

About the role

The Assistant Front Desk Manager leads a front desk team to deliver industry‑leading service to guests. This role combines coaching, operational oversight, and direct guest interaction to ensure a seamless and memorable experience.

Key responsibilities

• Supervise and motivate the Guest Services team, providing coaching, training, performance evaluations, and development tracking.
• Handle front‑desk duties such as lost luggage, cash services, safety‑deposit box service, lost‑and‑found, printing, issuing Sea Pass cards, and broadcasting ship announcements.
• Develop and maintain balanced front‑desk schedules per voyage, ensuring proper coverage during peak times and language needs.
• Assign duties, observe performance, and use performance‑management tools (opportunity logs, action plans, appraisals, progressive discipline) to drive accountability and career growth.
• Proactively address guest feedback, resolve issues, and maintain detailed knowledge of key performance indicators, guest ratings, and comments.

Required profile

• Minimum one year of front‑of‑house supervisory experience in a hotel, cruise line, or related hospitality environment.
• Strong interpersonal skills with the ability to deal diplomatically with guests, managers, and crew, exercising discretion, patience, and tact.
• Flexibility to work across the fleet and adapt to changing operational needs.
• Ability to work positively in a diverse team, meeting established timeframes and service standards.