Overview

The Front Desk Manager owns each guest with whom they interact, follows up on their experience, and ensures a seamless execution of premium service that is both exceptional and memorable. As a Manager in the Guest Relations Department, the Front Desk Manager acts as the liaison between the Front Desk Team and all Hotel and Marine Departments, proactively anticipating every guest's needs and expectations. The Front Desk Manager must possess outstanding hospitality, communication, leadership, and organizational skills, as well as effective decision‑making abilities. Paying keen attention to detail, the Front Desk Manager is fully accountable for fostering a quality and personalized guest experience within the team. This individual will take full ownership of the Front Desk Team regarding all results, financials, development, training, and analytical aspects, including accountability for escalated guest interaction, guest sentiment following the interaction, orderliness, emergency preparedness, and efficacy of the Front Desk Operations, both back and front of house.

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Qualifications

- At least 4 years of experience in a Front Desk Managerial position or a General Manager position in a cruise line (shipboard).
- Experience handling 100+ guests in a 4–5star hotel.
- Experience supervising 30+ Team Members in the Guest Services Department.
- Willingness to work under pressure.





Essential Duties and Responsibilities
- Perform all duties in accordance with Celebrity Cruises WAYS standards, Standards of Excellence, Public Health guidelines, Key Performance Indicators, environmental, and safety policies in any area of the ship required.
- Maintain a constant presence of professionalism and emergency preparedness within the Front Desk Operations, both back and front of house, serving as the brand voice and physical representative of the ship and Guest Relations for all interactions and calls, providing impeccable, personalized quality of service to internal and external guests and crew alike.
- Execute the Ability to Resolve Issues vision in accordance with the current Standards of Excellence, hold accountability over all team development and performance opportunities, fostering healthy financial figures and guest satisfaction results.
- Champion strong administrative skills, taking periodic metrics of data such as guest counts, desk volume, concern content and guest and crew interaction behavioral analysis.
- Readily communicate inventory, program access, and maintenance requirements by taking full stewardship of work areas and tools.
- Exercise due diligence, care, and attention to detail in all interactions and operations with an elevated focus on precision during financial transactions and cash float operations.
- Respond to escalated guest concerns in an upscale, considerate, professional and positive manner, showing empathy and actively listening.

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📌 Rci - Front Desk Manager - Spn (Madrid)
🏢 Royal Caribbean Group
📍 Madrid