HAL - Front Desk Manager

HAL - Front Desk Manager

Department: Guest Svc

Employment Type: Fixed Term Contract

Location: Global

Reporting To: Guest Services Manager

The Front Desk Manager (FDM) function will be staffed on the larger vessels (vista class and up).

The FDM is directly responsible for all guest facing operations at Guest Services. Although reporting to the GSM, the FDM is the single owner and responsible operator of the Guest Services operation. The FDM is ultimately accountable for the success of Guest Services and its staff. This is a senior position in Guest Services and as such the FDM will regularly brief the GSM on key matters yet the FDM has total control and accountability.

The FDM is supervising the Front Desk Supervisor and Neptune Lounge Concierge and their staff by monitoring and ensuring guests are receiving personalized, individual and professional service at all times and daily duties are completed in accordance with the company brand procedures.

The FDM will also attend hotel operations meetings and social functions as directed. The FDM will spend a significant amount of time with the GSM learning the responsibilities of the GSM function and is expected to step in for the GSM when circumstances dictate which may include transferring to another vessel when unexpected GSM vacancies occur.

• Ensure response is given to all guest requests, concerns and issues without delay and in a professional manner.
• Provide premium guest service by handling all communications, verbal or written, in accordance with the set standards.
• Assist with and support the delivery of the elements of the Global Guest Program as specified and as they apply to guest relations.
• Log and maintain accurate records of all guest inquiries, concerns and requests through AIMS and in accordance with set procedures. Keep the GSM promptly and consistently informed of situations that require the attention of various onboard departments, heads of department or corporate.
• Handle compensation issues within guidelines, ensuring optimum balance and adequacy between the severity and nature of the issue and the related offering in each instance. Maintain a constant awareness of subordinate’s actions in that regard, review as necessary and report to the GSM.
• Directly responsible for the Neptune Lounge operations through the Neptune Lounge Concierge.
• Ensure that all aspects of the Neptune Lounge and Neptune Lounge service are in accordance with the Company’s Brand Procedures and Standards.
• Supervise and assume responsibility for all daily operations of Guest Services.
• Participate in any official representation duties as directed by the GSM.
• Promote various services and programs as appropriate to generate revenue.
• Perform administrative and record-keeping tasks associated with the FDM duties as well as assist with specific GSM tasks as directed.
• Accountable for ensuring cash handling by staff is in compliance with the established policies and accounting procedures.
• Provide Guest Service Training during daily and weekly meetings.
• Maintain accurate documentation of each direct report’s performance; hold performance conversations focusing on achievements, progress, development, and opportunities for improvement.
• Maintaining a work environment that fosters the coaching, mentoring and development of subordinate staff in consensus with the GSM.
• Reporting to and supporting the GSM on issues that may affect staff retention and acting swiftly in concert to avoid preventable turnover.
• Oversee the mentoring and learning path program of assigned subordinates/new joiners.
• Ensure proper on the job training is provided to strengthen subordinates’ current performance and prepare them for future advancement. Provide coaching and motivation to the staff to foster tenure.
• Handle all medical disembarkations/emergencies under the supervision of the GSM.
• Champions the use of the Navigator App experience tools to drive greater onboard revenue and guest satisfaction performance.

• Lead by example in matters of professionalism, ethics, responsibility, integrity, ownership, engagement, and personal presentation.
• Maintain effective and…