HAL - Front Desk Manager

The Front Desk Manager (FDM) is a senior position responsible for all guest-facing operations at Guest Services. The FDM reports directly to the Guest Services Manager (GSM) but has total control and accountability for the success of Guest Services and its staff.

Key Responsibilities:

• Ensure prompt and professional responses to all guest requests, concerns, and issues.
• Provide premium guest service by handling all communications, verbal or written, in accordance with set standards.
• Assist with and support the delivery 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.
• 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.
• 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.
• 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.