ASSISTANT GUEST SERVICES MANAGER

ASSISTANT GUEST SERVICES MANAGER

Department / Section: Hotel / Guest Services

Reports to: Guest Services Manager

The Assistant Guest Services Manager will play a key role in supporting the Guest Services Manager in overseeing the smooth operations of the front office department. The Assistant Guest Services Manager will assist in managing the front desk, ensuring exceptional guest service, efficient check-in and check-out processes, and effective coordination with other ship departments. This role requires strong leadership skills, attention to detail, and the ability to handle guest inquiries and concerns professionally.

• Front Desk Operations: Assist in supervising the Front Office team, ensuring smooth operations during peak hours, and handling any guest-related issues or concerns. Monitor room availability, coordinate room assignments, and manage guest room reservations;
• Guest Services Operations: Provide exceptional customer service to guests, ensuring their needs and requests are addressed promptly and professionally. Strive to create a welcoming and positive atmosphere for guests throughout their stay;
• Team Management: Support the Front Office Manager in managing and training the Front Office staff, including Front Desk team, and Bell staff. Provide guidance, conduct performance evaluations, and facilitate ongoing training to enhance the team's skills and performance;
• Guest Relations: Foster positive relationships with guests, engaging in personalized interactions, and actively seeking feedback to improve service delivery. Handle guest complaints or concerns in a professional and timely manner, finding appropriate solutions;
• Training and Development: Participate and assist the Front Office Manager with training sessions to enhance your skills and knowledge of front office operations. Stay updated on industry trends and best practices and share relevant information with the team;
• Administrative Tasks: Assist in managing administrative functions, such as maintaining guest records, preparing reports, and managing departmental expenses. Ensure compliance with company policies and procedures;
• Safety and Security: Ensure compliance with ship safety protocols and emergency procedures within the front office department. Monitor security measures and promptly report any incidents or concerns;
• Communication and Collaboration: Foster effective communication and collaboration with other vessel departments, including housekeeping, food and beverage, and deck & engine, to ensure seamless guest experiences and resolve operational issues.

Requirements

• Previous experience as Assistant Front Office Manager or leadership Front Office role, preferably in a luxury ship and luxury hotel setting;
• Proficiency in English and Arabic is essential, with excellent verbal and written communication skills for guest interaction. Any additional languages is a plus;
• Experience in other cruise companies, in cruise vessels of similar size (15000 GT/3400 pax) is a plus;
• Proven leadership and supervisory skills, with the ability to motivate and develop a team;
• Strong organizational and multitasking abilities with exceptional attention to detail;
• Problem-solving skills and the ability to handle guest complaints and concerns with professionalism and empathy;
• Knowledge of front office operations, shipboard property management systems, and front office software’s, including Otalio and MXP is a plus;
• Ability to work in a dynamic and fast-paced, 24/7 operational environment, including weekends and holidays;
• Understanding of shipboard safety and security protocols and the ability to ensure compliance.

Documentation Requirements

• Valid Passport;
• Valid Seamans Book;
• STCW Certification;
• Documentation related to the position.