Assistant Front Desk Manager in Stoke-on-Trent

The Assistant Front Desk Manager 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. Plays a key role in leading a team of empowered individuals who will strive to deliver focused and extraordinary customer service in accordance with Guest Services Vision and Mission Statement. Takes ownership and accountability to proactively address guest feedback and provide effective guest resolution. Maintain a detailed knowledge of all key performance indicators, guest ratings and comments to establish a culture throughout the Guest Services team for complete ownership of the guest experience. Ensure that the Guest Services team is empowered to achieve these goals and establish a reputation for prompt and industry leading service. The Assistant Front Desk Manager will 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, cash services, safety deposit box service, lost and found, printing, issuing guest Sea Pass cards, and broadcasting ship announcements. Leads by example in displaying exceptional customer service by being readily available to always assist the Guest Services Team.

Qualifications:

• Minimum one year front of house supervisory experience in a hotel, cruise line or hospitality industry related field preferred.
• Ability to effectively deal with internal and external guests, some of whom will require high levels of discretion, patience, tact and diplomacy.
• Knowledge of principles and processes for providing exemplary customer and personal service including needs assessment, problem resolution and achievement of quality service standards.
• Ability to communicate diplomatically with managers, shipboard and shore-side employees to resolve problems and negotiate amicable resolution to challenging issues.
• Flexibility to manage, focus, direct and encourage a positive, dynamic, diverse guest services operation by navigating through a changing work environment.
• Should be able to utilize and administer the progressive disciplinary action process through coaching and counseling to improve performance where possible.
• Ability to work positively and cooperatively in a diverse team environment to meet overall established timeframes for the Guest Services division operation.
• Should harbor a flexible outlook towards placement throughout the fleet, considering changing fleet-wide operational business needs.
• Working knowledge of computers, internet access, and the ability to navigate within a variety of software packages such as Microsoft Office.
• Demonstrates a working knowledge to operate all office equipment.
• Completion of high school, basic or vocational education equivalency preferred.
• Working knowledge of US cash handling procedures and foreign exchange required.

Essential Duties and Responsibilities:

• 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 all meetings.
• Facilitates exceptional front desk service by effectively utilizing experienced team members and new hires in the schedule while considering 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.
• Maximises solutions and minimises 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.
• Utilises all performance management tools (opportunity logs, action plans, appraisals, progressive discipline) effectively to drive accountability and enhances career development opportunities.