The Assistant Front Desk Manager supervises a front desk team that delivers industry-leading service to guests. Responsible for motivating, coaching, training, evaluating and tracking development on an individual and team level. Leads a team of empowered individuals focused on delivering exceptional customer service in accordance with the Guest Services Vision and Mission Statement. Takes ownership and accountability to proactively address guest feedback and provide effective guest resolutions. Maintains detailed knowledge of key performance indicators, guest ratings and comments to create a culture of ownership over the guest experience. Ensures the Guest Services team is empowered to achieve these goals and establishes a reputation for prompt, industry-leading service. The Assistant Front Desk Manager coaches and mentors the Guest Services team, emphasizing empowerment and pursuing permanent solutions to guest feedback. Primarily focused on being visible at the desk to provide all services of the Guest Services desk, including but not limited to lost luggage, cash services, safety deposit box service, lost and found, printing, issuing Sea Pass cards, and broadcasting ship announcements. Leads by example in displaying exceptional customer service by being readily available to assist the Guest Services Team.

Qualifications

- Minimum one year front of house supervisory experience in a hotel, cruise line or hospitality industry related field preferred.
- Ability to effectively deal with internal and external guests, some of whom require discretion, patience, tact and diplomacy.
- Knowledge of principles and processes for providing exemplary customer and personal service including needs assessment, problem resolution and achievement of quality service standards.
- Ability to communicate diplomatically with managers, shipboard and shore-side employees to resolve problems and negotiate amicable resolutions to challenging issues.
- Flexibility to manage, focus, direct and encourage a positive,



dynamic, diverse guest services operation in a changing work environment.
- Ability to utilize and administer the progressive disciplinary action process through coaching and counseling to improve performance where possible.
- Ability to work positively and cooperatively in a diverse team environment to meet established timeframes for the Guest Services division operation.
- Adaptable outlook towards placement throughout the fleet, considering changing fleet-wide operational business needs.
- Working knowledge of computers, internet access, and ability to navigate a variety of software packages such as Microsoft Office.
- Demonstrates a working knowledge to operate all office equipment.
- Completion of high school, basic or vocational education equivalency preferred.
- Working knowledge of US cash handling procedures and foreign exchange required.

Essential Duties and Responsibilities
- Assists the Front Desk Manager in overseeing and planning a balanced front desk schedule per voyage, considering peak times and slow port afternoons.
- Ensures proper manning of the front desk during all meetings. Facilitates exceptional front desk service by effectively utilizing experienced team members and new hires in the schedule while considering appropriate language coverage.
- Develops new ways to enhance and enrich Guest interaction and service, whether one-on-one or over the telephone with Guest Services. Maximizes solutions and mitigates concerns to root causes of Guest issues.
- Enhances department and company reputation by accepting ownership for accomplishing new and different requests, and exploring opportunities to add value to job accomplishments.
- Assigns duties and responsibilities to team members. xhfqzwm Observes and evaluates team members to ensure high-quality standards are met. Utilizes all performance management tools (opportunity logs, action plans, appraisals, progressive discipline) effectively to drive accountability and enhance career development opportunities.

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📌 Assistant Front Desk Manager (Madrid)
🏢 Royal Caribbean Group
📍 Madrid