Assistant Front Desk Manager

JOB DESCRIPTION

The Assistant Front Desk Manager continually strives to exceed hospitality industry standards, while ensuring complete guest and team satisfaction. This role establishes and drives a positive working environment and focuses on operational goals where training, leadership, development, and recognizing overall team performance are paramount. Leading by example and from the front of the house, the Assistant Front Desk Manager assists the Front Desk Manager in being the ship's driving advocate for delivering outstanding Customer Service. 

RESPONSIBILITIES

• 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.
• Effectively balances operational needs between the Financial and Guest Services Divisions through synergetic communication of guest issues, in order to optimize positive guest comments and ratings of the overall Guest Services operation. 
• Develops new ways to enhance and enrich the Guest interaction and service, either one on one or over the telephone with Guest Services. Maximizes solutions and minimizes concerns to root causes of Guest issues. 
• Responds to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively. 
• Ensures the security and proper management of cash floats issued by the Financial Controller by monitoring the cash transactions at the front desk being able to provide immediate feedback and assess training needs 
• Maintains current knowledge of all ship’s regular events and special functions by reviewing all available data in order to provide guests with accurate information. Assists on ensuring that all collateral, including core languages, is kept updated and complies with all company brand standards.

REQUIREMENTS

• GRADE 12
• South African Passport
• Minimum one year front of house supervisory experience in a hotel, cruise line or hospitality industry related field preferred.