A Bachelor’s degree is required. A college or university degree, or equivalent experience, in hospitality management, business administration, or a related field is acceptable; an international equivalent suffices.
A Marlins score of 95 or above is required.
A valid STCW certificate is required.
At least two years of supervisory experience within a front office or hospitality environment is required.
At least one year of shipboard experience is required.
The candidate must be able to work effectively and constructively across shipboard and corporate organizations.
The candidate must be able to lead and motivate staff, work flexibly, make decisions quickly, and handle changing priorities.
The candidate must have a genuine interest in helping guests and be able to handle complaints and difficult situations.
Strong leadership and team leadership skills are required.
Strong organizational, multitasking, and presentation skills are required.
The candidate must be able to write and produce operational documentation.
Good working knowledge of computers and internet access, and the ability to navigate a variety of software programs and internal onboard systems, are required.
Responsibilities
Ensure that all guest requests, concerns, and issues receive a prompt, professional response.
Handle guest communications, verbal and written, in accordance with service standards.
Support delivery of the Global Guest Program elements applicable to guest relations.
Log and maintain accurate records of guest inquiries, concerns, and requests through AIMS, following procedures; promptly inform the Guest Services Manager (GSM) about situations requiring attention from onboard departments, department heads, or corporate.
Handle compensation issues within guidelines, balancing the severity and nature of each issue with the related offering; monitor subordinate staff actions, review as necessary, and report to the GSM.
Manage Neptune Lounge operations through the Neptune Lounge Concierge and ensure the lounge and its service meet company brand procedures and standards.
Supervise and assume responsibility for daily Guest Services operations, including overseeing the Front Desk Supervisor, Neptune Lounge Concierge, and their teams to ensure daily duties are completed in accordance with company brand procedures.
Attend hotel operations meetings and social functions as directed, and participate in official representation duties as directed by the GSM.
Promote services and programs as appropriate to generate revenue.
Perform administrative and record-keeping tasks associated with the Front Desk Manager duties and assist with specific GSM tasks as directed.
Ensure staff cash handling complies with established policies and accounting procedures.
Provide Guest Service Training during daily and weekly meetings.
Maintain accurate performance documentation for each direct report and hold performance conversations about achievements, progress, development, and improvement opportunities.
Foster subordinate staff coaching, mentoring, and development in coordination with the GSM; support staff retention and act with the GSM to prevent avoidable turnover.
Oversee mentoring and learning-path programs for assigned subordinates and new joiners; ensure on-the-job training strengthens current performance and prepares staff for advancement; coach and motivate staff to foster tenure.
Handle medical disembarkations and emergencies under the GSM’s supervision.
Champion use of Navigator App experience tools to increase onboard revenue and guest satisfaction.
Lead by example in professionalism, ethics, responsibility, integrity, ownership, engagement, and personal presentation.
Maintain productive working relationships with staff, peers, managers, and officers, and promote a culture of hospitality, respect, courtesy, and service-mindedness in guest interactions.
Ensure guest requests are handled efficiently and courteously, providing answers, alternatives, and solutions when needed.
Act as a liaison among the GSM, guests, subordinate staff, onboard departments, and corporate departments.
Monitor compliance with brand procedures, operational procedures, marine hotel regulations, directives, and applicable safety and environmental requirements; follow required health and safety procedures, training, and requirements.
Comply with official regulations issued by local authorities and company policies on waste separation and environmental compliance.
Conduct regular departmental training on food-waste separation and environmental compliance in accordance with Global HESS policies.
Spend significant time learning GSM responsibilities and step in for the GSM when circumstances require, including transferring to another vessel when an unexpected GSM vacancy occurs.
Desired Qualifications
Multilingual ability is preferred.
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.
General Responsibilities:
Lead by example in matters of professionalism, ethics, responsibility, integrity, ownership, engagement, and personal presentation.
Maintain effective and productive working relationships with staff, peers, managers, and officers.
Setting the tone and driving a culture of hospitality, respect, courtesy and total service mindedness in all guest encounters.
Ensuring requests are efficiently handled and attended to in a courteous manner and, when situations arise and it is required, guests are provided with answers, alternatives and solutions to issues presented.
Acting as a liaison between the GSM, guests, subordinate staff and the onboard departments to liaise with corporate departments on specific issues.
Supervising, under the direction of the GSM, the Front Desk Supervisor and Neptune Lounge Concierge and their staff by monitoring and ensuring completion of their daily duties in accordance with company brand procedures.
Monitoring compliance with all Brand Procedures, Operational Procedures, Marine Hotel Regulations and Directives as they apply to the department.
Complying with safety and environmental regulations as they apply to the position. Follow and adhere to all health and safety procedures, training and requirements.
Adhering to and complying with all official regulations issued by local authorities.
Comply with company policy regarding waste separation and environmental compliance.
Conduct regular training with all departmental team members on food waste separation and environmental compliance as per Global HESS policies.
Bachelor’s Degree
College or University degree or equivalent experience in hospitality management, business administration or a related field. International equivalent suffices.
Marlins Score 95 or above. Multi-lingual ability preferred. A valid STCW certificate.
Minimum 2-year supervisory experience within a Front Office/Hospitality Environment. Minimum 1-year shipboard experience.
The ability to work effectively and constructively across the organization both shipboard and corporate. The ability to lead and motivate staff. The ability to be flexible, decisive, and quick thinking. The ability to handle constantly changing priorities. A genuine interest in working with and helping guests, the ability to handle complaints and deal with difficult situations. Must possess strong leadership and TEAM leadership skills. Must possess strong organizational, multi-tasking and presentation skills. Able to write and produce operational documentation.
Good working knowledge of computers, internet access, and the ability to navigate within a variety of software programs and internal onboard system/programs.