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 and performance management of the team.

Key responsibilities

• Supervise and motivate the front desk team, providing coaching, training and performance evaluations.
• Handle guest inquiries and issues such as lost luggage, cash services, safety deposit boxes, lost‑and‑found, printing, Sea Pass cards and ship announcements.
• Monitor key performance indicators, guest ratings and comments to drive continuous improvement.
• Proactively address guest feedback and ensure effective resolution.
• Maintain visibility at the desk to model exceptional customer service.

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 deal diplomatically with guests and colleagues.
• Flexibility to work across different ships or locations as operational needs change.
• High level of discretion, patience and tact when handling sensitive situations.

Required skills

• Working knowledge of Microsoft Office and general computer operations.
• Ability to operate standard office equipment.