Rci - Front Desk Manager - Ita

OverviewThe Front Desk Manager owns each guest with whom they interact, follows up on experience and offering a seamless execution of premium service that is both exceptional and memorable. As a Manager in the Guest Relations Department, the Front Desk Manager is the liaison between the Front Desk Team and all Hotel and Marine Departments to support proactive anticipation to every guest’s needs and expectations. The Front Desk Manager must possess outstanding hospitality, communication, leadership and organizational skills in addition to effective decision-making abilities. Paying keen attention to detail, the Front Desk Manager is held fully accountable for the leadership required to foster a quality and personalized guest experience within the team. This individual will take full ownership of Front Desk Team regarding all results, financial, development, training and analytical aspects including the accountability of escalated guest interaction, the guest sentiment following the interaction and the orderliness, emergency preparedness and efficacy of the Front Desk Operations, back and front of house.ResponsibilitiesOwn guest interactions and follow up on guest experiences to ensure premium, exceptional and memorable service.Serve as the liaison between the Front Desk Team and all Hotel and Marine Departments to proactively anticipate guest needs and expectations.Provide leadership with outstanding hospitality, communication, organizational, and decision-making skills to support a high-quality guest experience.Maintain accountability for leadership to foster a personalized guest experience within the team and take ownership of Front Desk Team results, including financial, development, training and analytical aspects.Manage escalated guest interactions, monitor guest sentiment and ensure orderly, safe, and effective Front Desk Operations both back of house and front of house.Stand as the brand voice and physical representative of the ship and Guest Relations for all interactions and calls, delivering impeccable, personalized service to guests and crew.Support issue resolution with a vision aligned to Standards of Excellence and ensure accountability over team development and performance opportunities.Maintain strong administrative skills, including periodic metrics such as guest counts, desk volume, concern content and guest/crew interaction analysis.Communicate inventory, program access and maintenance requirements by taking full stewardship of work areas and tools.Ensure due diligence and attention to detail in all interactions and operations, with emphasis on precision during financial transactions and cash handling.Respond to escalated guest concerns in a upscale, considerate, professional and positive manner while showing empathy and active listening.QualificationsMust have more than 4 years of experience in a Front Desk Managerial position or a General Manager position in a boutique hotel or a 4–5-star hotel.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, representing the ship and Guest Relations for all interactions and calls with impeccable, personalized quality of service to internal and external guests and crew alike.Executes the Ability to Resolve Issues vision in accordance with current Standards of Excellence, with accountability over all team development and performance opportunities, fostering healthy financial figures and guest satisfaction results.Championing strong administrative skills, including periodic metrics of data such as guest counts, desk volume, concern content and guest/crew interaction analysis.Readily communicates inventory, program access and maintenance requirements by taking full stewardship of work areas and tools.J-18808-Ljbffr and other non-relevant identifiers should be excluded from the final description.#J-18808-Ljbffr