Assistant Front Desk Manager Royal

Royal Caribbean International expects each shipboard management team member to relentlessly exemplify the principles of the Anchored in Excellence Credo to all team members. In addition, all duties and responsibilities are to be performed in accordance with Royal Caribbean International’s Gold Anchor Standards, SQM standards, USPH guidelines, environmental, and safety policies.

• In accordance with Royal Caribbean International’s philosophy of Anchored in Excellence , each employee conducts oneself in a professional and courteous manner at all times. This applies to physical and verbal interactions with guests or fellow shipboard employees and/or in the presence of guest contact and crew areas.
• 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.
• Responsible for assisting the Front Desk Manager in leading a team of empowered individuals who will strive to deliver focused and extraordinary customer service in accordance to Guest Services Vision and Mission Statement. Takes ownership and accountability for reacting to guest feedback and requests effectively and efficiently. Through maintaining a detailed knowledge of all guest ratings and comments establishes a culture throughout the Guest Services team for owning issues and resolving to the full. The Assistant Front Desk Manager will assist the Front Desk Manager to ensure that at all times the Guest Services team is empowered to achieve these goals and establishes a reputation for prompt and industry leading service. The Assistant Front Desk Manager will also use every guest issue as an opportunity to 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, babysitting arrangements, cash services,
  safety deposit box service, lost and found, printing and issuing guest 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 at all times.
• 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.
• Promotes a positive and productive team environment by assisting and mentoring the Guest
  Services Officers during their daily operations at the front desk. Develops and provides
  both classroom-style and on-the-job training to team members to strengthen their current
  performance and preparation for succession planning.
• Assists the Front Desk Manager in overseeing and planning a balanced front desk schedule
  per voyage, taking into consideration proper coverage during the peak times and slow port
  afternoons. Ensures proper manning of the front desk during team and training meetings in
  addition to mandatory ship board meetings. Facilitates exceptional front desk service by
  effectively utilizing experienced team members and new hires in the schedule while taking
  into account appropriate language coverage.
• 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. Enhances department and company reputation by
  accepting ownership for accomplishing new and different requests, exploring opportunities
  to add value to job accomplishments.
• Assigns duties and responsibilities to team members. 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 enhances career development opportunities.
• Responds to escalated guest concerns in a considerate, professional and positive manner by
  showing empathy and listening actively. Assists Front Desk Manager in taking ownership
  with follow up of guest concerns, by managing the Guest Satisfaction Log and effectively
  liaising with all division heads to ensure all outstanding issues are appropriately resolved to
  the guest satisfaction and in a timely manner.
• The Assistant Front Desk Manager is primarily a visible front of house position and uses
  effective planning and time management skills to properly balance front of house and
  essential administrative duties, ensuring all operational needs are met.
• 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
• Demonstrates aptitude for the management of headcount within assigned area, as it relates to and supports the business needs of the ship. Ability to identify skill sets in individuals to promote succession planning and increase retention rate within the fleet-wide Guest Services operation.
• Inspect and manage maintenance of workstations, work areas, equipment and such to ensure efficient service and compliance to standards and procedures.
• Empathetically deals with sensitive guest issues, for matters related to serious injury, illness, death and burial at sea. Maintains guest’s confidence and protects organization reputation by keeping guest and company information confidential. Must practice sound business sense and high professional ethics at all times.
• Engages the Front Desk Team in daily operations to achieve and exceed quantitative and
  qualitative goals and targets set for Guest Services. Ensures basic understanding of Balanced Score Card metrics among the Guest Services Officers.
• 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.
• Comprehensive knowledge of Customs and Immigration policies and procedures. The
  Assistant Front Desk Manager supports the Front Desk Manager to ensure maximum compliance with all internal requirements and external authorities as it relates to guest immigration and clearance. As required takes an active role in ensuring a seamless process,
  providing organizational structure to all clearance procedures ahead of time to ensure our
  guests experience minimal delay.
• The Assistant Front Desk Manager ensures the guests’ first and last impression of service
  delivery is optimized and that our guests receive a welcoming and efficient boarding and
  departure experience reflective at all times of our company brand standards. Communicates continuous updates provided by the Front Desk Manager to the Guest Services Team members throughout the turnaround day. The Assistant Front Desk Manager assists the Front Desk Manager in planning, training and ensuring the smooth transition to new itineraries and seasonal repositioning.
• Ensures the continuous updating of clear and concise handover notes to eliminate any possible miscommunication that compromises the efficiency of set processes.
• Maintains safe, secure, and healthy environment by enforcing organizational standards,
  procedures, and legal regulations. Effectively monitors, overseas and makes improvements to workplace safety within the division and throughout the ship. Attends mandatory crew and guest safety drills as required, including meetings, training activities, courses and all other work-related activities.
• Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the shipboard employee occupying this position. Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management.