The Assistant Front Desk Manager supervises a front desk team that excels in delivering industry leading service to our guests. Responsible for motivating, coaching, training, evaluating and tracking development on an individual and team level. Plays a key role in leading a team of empowered individuals who will strive to deliver focused and extraordinary customer service in accordance with Guest Services Vision and Mission Statement. Maintain a detailed knowledge of all key performance indicators, guest ratings and comments to establish a culture throughout the Guest Services team for complete ownership of the guest experience. Ensure that the Guest Services team is empowered to achieve these goals and establish a reputation for prompt and industry leading service. The Assistant Front Desk Manager will coach and mentor the Guest Services team, emphasizing empowerment and focusing on a desire to find 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 guest Sea Pass cards, and broadcasting ship announcements. Leads by example in displaying exceptional customer service by being readily available to always assist the Guest Services Team.

Knowledge of principles and processes for providing exemplary customer and personal service including needs assessment, problem resolution and achievement of quality service standards.
Flexibility to manage, focus, direct and encourage a positive, dynamic, diverse guest services operation by navigating through a changing work environment.
Should be able 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 overall established timeframes for the Guest Services divi

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