RCI - Front Desk Manager - POR Lisboa

Overview

The Front Desk Manager owns each guest with whom they interact, follows up on the guest 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 to support proactive anticipation of every guest’s needs and expectations. The Front Desk Manager must possess outstanding hospitality, communication, leadership, and organizational skills in addition to effective
- making abilities. Paying keen attention to detail, the Front Desk Manager is responsible for leadership required to foster a quality and personalized guest experience within the team. This individual will take full ownership of the Front Desk Team regarding all results, including financial, development, training, and analytical aspects, as well as the accountability of escalated guest interaction, guest sentiment following interactions, and the orderliness, emergency preparedness, and efficacy of Front Desk Operations, back and front of house.

Location: Lisboa, Lisbon, Portugal

Qualifications

• Must at least have more than 4 yrs of experience in a Front Desk Managerial position or a General Manager position in a boutique hotel or in a 4–5-star hotel experience.
• Experience in handling 100+ guests in a 4–5-star hotel.
• Experience in handling and supervising 30+ Team Members in Guest Services Department.
• Must be willing to work under pressure
• All duties and responsibilities are to be performed 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.
• Maintains a constant presence of professionalism and emergency preparedness within the Front Desk Operations both back and front of house, being 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
• Executes the Ability to Resolve Issues vision in accordance with the current Standards of Excellence, holds accountability over all team development and performance opportunity, fosters healthy financial figures and guest satisfaction results.
• Championing strong administrative skills, taking periodic metrics of data such as guest counts, desk volume, concern content and guest and crew interaction behavioral analysis
• Readily communicates inventory, program access and maintenance requirements by taking full stewardship of work areas and tools
• 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
• Responds to escalated guest concerns in an
  - scale, considerate, professional and positive manner, showing empathy and actively listening

Seniority level

Mid-Senior level

Employment type

Contract

Job function

• Management and Manufacturing

Industries

• Travel Arrangements

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