Front Desk Manager-Apply direct -jobcruiseship@911shipjobs.com
25
Number of vacancies
Detailed Job Description
Start you new carrer now
Start you new carrer now
Category
1st Purser Type
Cruise Line Location
Ocean
Essential Duties and Responsibilities:
1. In accordance with Company’s philosophy of Anchored in Excellence, each employee conducts oneself in a professional and courteous manner at all times. This applies to physical and verbal interactions with guests or fellow shipboard employees and/or in the presence of guest contact and crew areas.
2. Manages a team that excels in delivering industry leading service to our individual, international and group guests. Is responsible for motivating, training, evaluating and tracking development on an individual and team level. Strong ability to coach and develop team members on effective problem resolution skills and aptitudes is a key requirement of this position.
3. Responsible for assisting the Chief Purser and playing a key role in leading a team of empowered individuals who will strive to deliver focused and extraordinary customer service in accordance to guest services vision. Takes ownership and accountability to proactively address guest feedback and provide effective guest resolution. Through maintaining a detailed knowledge of all guest ratings and comments establishes a culture for owning issues and resolving to the full. The Front Desk Manager ensures that at all times the reception team is empowered to achieve these goals and establishes a reputation for prompt and industry leading service. The Front desk Manager will coach and mentor the reception team, emphasizing empowerment and focusing on a desire to find permanent solutions to guest feedback.
4. The Front Desk Manager maintains current working knowledge of customs and immigration regulations and procedures in order to support the Chief Purser. Ensures maximum compliance with all internal and external requirements related to immigration and clearance while fostering a professional working relationship with port agent and customs and immigration officials.
5. Able to participate in the boarding process by reviewing immigration documentation such as passports and visa to determine validity of documents. During boarding and departure ensures that the guest first and last impression of service delivery from the Front Desk is optimized and that our guests receive a welcoming and efficient boarding and departure experience reflective at all times of our Company standards.
6. Works with the Chief Accountant to ensure compliance in all financial aspects and maintains continuous individual and team training relating to cash handling and foreign exchange procedures. Fulfill float audit requirements.
7. Develops and provides both weekly classroom-style and on-the-job training to team members to strengthen their current performance and preparation for succession planning.
8. Front Desk Manager is responsible for developing a balanced Front Desk schedule per voyage, taking into consideration proper coverage during the busy times and slow port afternoons. Ensures proper manning of the Front Desk during team and training meetings in addition to mandatory ship board meetings. Facilitates exceptional front desk service by effectively utilizing experienced team members and new hires in the schedule while taking into account appropriate language coverage.
9. Assigns duties and responsibilities to team members. Observes and evaluates team members to ensure high quality standards are met. Utilizes all performance management tools (appraisal, etc.) effectively to drive accountability and enhances career development opportunities.
10. Responds to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively. Takes ownership with follow up of guest concerns, by managing the guest satisfaction log and effectively liaising with all division heads to ensure all outstanding issues are appropriately resolved to the guest satisfaction and in a timely manner.
11. The Front Desk Manager is a visible front of house position and uses effective planning and time management skills to properly balance front of house and essential administrative duties, ensuring all operational needs are met.
12. Inspects and manages maintenance of workstations, work areas, equipment and such to ensure efficient service and compliance to standards and procedures.
13. Monitors and provides assistance to the Reception team in all services of the Reception Desk including but not limited to scheduling, lost luggage, arrangements, immigration, cash services, safety deposit box service, lost and found, printing and issuing guest cards, departure process, broadcasting ship announcements, etc. Assists guests with any requests.
14. Assists the Chief Purser on compiling with all shore side reports as required.
15. Deals with sensitive guest issues, for matters related to serious injury, illness, etc. Maintains guest’s confidence and protects organization reputation by keeping guest and Company information confidential. Must practice sound business sense and high professional ethics at all times.
16. A driving force in achieving and exceeding quantitative and qualitative goals and targets set for guest services which include guest satisfaction ratings, appearance, workplace safety, friendliness of personnel, employee satisfaction, etc.
17. Maintains current knowledge of all ship’s regular events and special functions by reviewing all available data in order to provide guests with accurate information.
18. The Front Desk Manager works with the Chief Purser in planning and providing support for all local agencies, ensuring the smooth transition to new itineraries and seasonal repositioning.
19. Maintains safe, secure, and healthy environment by enforcing organizational standards, procedures, and regulations. Effectively monitors, overseas and makes improvements to workplace safety within the division and throughout the ship. Attends mandatory crew and guest safety drills as required, including meetings, training activities, courses and all other work-related activities.
20. Manages all aspects of the guest attention at the Front Desk (Reception), such as guest welcome, opening of the onboard account, lost luggage, information to guests related to ports, arrival and departure times, port information, daily program distribution at the reception, onboard activities and timings, receiving of queries related to cabin changes, excursions, contact of guests for any reasons, closing of accounts, early flights, disembarkation time preferences, guest farewell, etc.
21. Prepares Port Papers (reports, manifests, embarking list, disembarking list, nationality breakdown of guests, etc.) and submits them to Chief Purser for verification and signature. Will also prepare and send to the port agents the pre arrival information required by the ports of call.
22. Assists Chief Purser with preparation of embarkation and disembarkation procedures. Schedules embarkation and disembarkation staff based on information received by the Chief Purser in order to avoid un-necessary hours on duty.
23. Handles the delivery of passenger mail via local agents.
24. Monitors quality of work of Assistant Pursers and evaluates them in aspects such as quality of job in general, attitude, involvement, knowledge, time keeping, maintenance of float (shortages), uniforms, grooming, makeup and hair, etc. Proposes extra training for Assistant Pursers that require extra attention.
25. Proposes disciplinary action when required. Assists Chief Purser in preparation of weekly meeting with Assistant Pursers and Crew Purser.
26. Before departure assists the Chief Purser on checking if all passengers are on board.
27. Ensures that passenger requests are taken care of immediately and follows up on requests that require time for solving.
28. Ensures that maintenance problems are directed to the appropriate personnel, and taken care of to the satisfaction of the guests. Follows up on this issue directly with guests.
29. Ensures and verifies that all the cases and special complaints and requests are registered on the log book showing the actions taken and the attempts of follow ups with the passengers. Makes sure that all passengers’ details (name, locator, cabin number, date, etc.) have been in-put properly. Revises the logbook in a daily basis.
30. Prepares the embarkation box with everything needed for the embarkation process, together with the Chief Purser she will set up the terminal.
31. Revises the order and all files and logs of the voyage report done by the night duty purser, according with the voyage report check list.
32. She is in charge of the revision and correction of the positive comments report that is done by the Pursers.After the correction she will place them in the ship’s common drive and will inform all Head of Departments.
33. Ensures the continuous updating of clear and concise handover notes for all to eliminate any possible miscommunication that compromises the efficiency of set processes.
34. Works closely and cooperates with superiors, colleagues in order to achieve the highest possible passenger satisfaction from the products served.
35. Comply with company’s safety standards and procedures all the time.
36. Any additional duties delegated by the Supervisor
Requirements:
Completion of High School or Vocational Education equivalency preferred.
More than 2 years in an administrative position within the hospitality and or crew industry. A minimum of 4 contracts within the shipboard operation as Assistant Purser with a performance rating of satisfactory or above is required.
Experience in Hotels, cruise line or hospitality industry related field preferred.
Required to operate basic office equipment including telephone, computers, typewriters, and copy machines.
Cash handling experience and an understanding of United States dollars and Euros currency and exchange rates required.
Working knowledge of computers, internet access and the ability to navigate within a variety of software packages such as Microsoft office, world, and power point, etc.
Required to speak, read and write in English in an Advanced level in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms.
Required to speak, read and write in Spanish in an Advanced level in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms.
Ability to speak read and write in French or Portuguese language in an Intermediate or Advanced level can be required depending on the ship and the season the candidate is going to embark.
If interested you may apply via portal direct, or we look forward receiving your resume via email:
***
1. In accordance with Company’s philosophy of Anchored in Excellence, each employee conducts oneself in a professional and courteous manner at all times. This applies to physical and verbal interactions with guests or fellow shipboard employees and/or in the presence of guest contact and crew areas.
2. Manages a team that excels in delivering industry leading service to our individual, international and group guests. Is responsible for motivating, training, evaluating and tracking development on an individual and team level. Strong ability to coach and develop team members on effective problem resolution skills and aptitudes is a key requirement of this position.
3. Responsible for assisting the Chief Purser and playing a key role in leading a team of empowered individuals who will strive to deliver focused and extraordinary customer service in accordance to guest services vision. Takes ownership and accountability to proactively address guest feedback and provide effective guest resolution. Through maintaining a detailed knowledge of all guest ratings and comments establishes a culture for owning issues and resolving to the full. The Front Desk Manager ensures that at all times the reception team is empowered to achieve these goals and establishes a reputation for prompt and industry leading service. The Front desk Manager will coach and mentor the reception team, emphasizing empowerment and focusing on a desire to find permanent solutions to guest feedback.
4. The Front Desk Manager maintains current working knowledge of customs and immigration regulations and procedures in order to support the Chief Purser. Ensures maximum compliance with all internal and external requirements related to immigration and clearance while fostering a professional working relationship with port agent and customs and immigration officials.
5. Able to participate in the boarding process by reviewing immigration documentation such as passports and visa to determine validity of documents. During boarding and departure ensures that the guest first and last impression of service delivery from the Front Desk is optimized and that our guests receive a welcoming and efficient boarding and departure experience reflective at all times of our Company standards.
6. Works with the Chief Accountant to ensure compliance in all financial aspects and maintains continuous individual and team training relating to cash handling and foreign exchange procedures. Fulfill float audit requirements.
7. Develops and provides both weekly classroom-style and on-the-job training to team members to strengthen their current performance and preparation for succession planning.
8. Front Desk Manager is responsible for developing a balanced Front Desk schedule per voyage, taking into consideration proper coverage during the busy times and slow port afternoons. Ensures proper manning of the Front Desk during team and training meetings in addition to mandatory ship board meetings. Facilitates exceptional front desk service by effectively utilizing experienced team members and new hires in the schedule while taking into account appropriate language coverage.
9. Assigns duties and responsibilities to team members. Observes and evaluates team members to ensure high quality standards are met. Utilizes all performance management tools (appraisal, etc.) effectively to drive accountability and enhances career development opportunities.
10. Responds to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively. Takes ownership with follow up of guest concerns, by managing the guest satisfaction log and effectively liaising with all division heads to ensure all outstanding issues are appropriately resolved to the guest satisfaction and in a timely manner.
11. The Front Desk Manager is a visible front of house position and uses effective planning and time management skills to properly balance front of house and essential administrative duties, ensuring all operational needs are met.
12. Inspects and manages maintenance of workstations, work areas, equipment and such to ensure efficient service and compliance to standards and procedures.
13. Monitors and provides assistance to the Reception team in all services of the Reception Desk including but not limited to scheduling, lost luggage, arrangements, immigration, cash services, safety deposit box service, lost and found, printing and issuing guest cards, departure process, broadcasting ship announcements, etc. Assists guests with any requests.
14. Assists the Chief Purser on compiling with all shore side reports as required.
15. Deals with sensitive guest issues, for matters related to serious injury, illness, etc. Maintains guest’s confidence and protects organization reputation by keeping guest and Company information confidential. Must practice sound business sense and high professional ethics at all times.
16. A driving force in achieving and exceeding quantitative and qualitative goals and targets set for guest services which include guest satisfaction ratings, appearance, workplace safety, friendliness of personnel, employee satisfaction, etc.
17. Maintains current knowledge of all ship’s regular events and special functions by reviewing all available data in order to provide guests with accurate information.
18. The Front Desk Manager works with the Chief Purser in planning and providing support for all local agencies, ensuring the smooth transition to new itineraries and seasonal repositioning.
19. Maintains safe, secure, and healthy environment by enforcing organizational standards, procedures, and regulations. Effectively monitors, overseas and makes improvements to workplace safety within the division and throughout the ship. Attends mandatory crew and guest safety drills as required, including meetings, training activities, courses and all other work-related activities.
20. Manages all aspects of the guest attention at the Front Desk (Reception), such as guest welcome, opening of the onboard account, lost luggage, information to guests related to ports, arrival and departure times, port information, daily program distribution at the reception, onboard activities and timings, receiving of queries related to cabin changes, excursions, contact of guests for any reasons, closing of accounts, early flights, disembarkation time preferences, guest farewell, etc.
21. Prepares Port Papers (reports, manifests, embarking list, disembarking list, nationality breakdown of guests, etc.) and submits them to Chief Purser for verification and signature. Will also prepare and send to the port agents the pre arrival information required by the ports of call.
22. Assists Chief Purser with preparation of embarkation and disembarkation procedures. Schedules embarkation and disembarkation staff based on information received by the Chief Purser in order to avoid un-necessary hours on duty.
23. Handles the delivery of passenger mail via local agents.
24. Monitors quality of work of Assistant Pursers and evaluates them in aspects such as quality of job in general, attitude, involvement, knowledge, time keeping, maintenance of float (shortages), uniforms, grooming, makeup and hair, etc. Proposes extra training for Assistant Pursers that require extra attention.
25. Proposes disciplinary action when required. Assists Chief Purser in preparation of weekly meeting with Assistant Pursers and Crew Purser.
26. Before departure assists the Chief Purser on checking if all passengers are on board.
27. Ensures that passenger requests are taken care of immediately and follows up on requests that require time for solving.
28. Ensures that maintenance problems are directed to the appropriate personnel, and taken care of to the satisfaction of the guests. Follows up on this issue directly with guests.
29. Ensures and verifies that all the cases and special complaints and requests are registered on the log book showing the actions taken and the attempts of follow ups with the passengers. Makes sure that all passengers’ details (name, locator, cabin number, date, etc.) have been in-put properly. Revises the logbook in a daily basis.
30. Prepares the embarkation box with everything needed for the embarkation process, together with the Chief Purser she will set up the terminal.
31. Revises the order and all files and logs of the voyage report done by the night duty purser, according with the voyage report check list.
32. She is in charge of the revision and correction of the positive comments report that is done by the Pursers.After the correction she will place them in the ship’s common drive and will inform all Head of Departments.
33. Ensures the continuous updating of clear and concise handover notes for all to eliminate any possible miscommunication that compromises the efficiency of set processes.
34. Works closely and cooperates with superiors, colleagues in order to achieve the highest possible passenger satisfaction from the products served.
35. Comply with company’s safety standards and procedures all the time.
36. Any additional duties delegated by the Supervisor
Requirements:
Completion of High School or Vocational Education equivalency preferred.
More than 2 years in an administrative position within the hospitality and or crew industry. A minimum of 4 contracts within the shipboard operation as Assistant Purser with a performance rating of satisfactory or above is required.
Experience in Hotels, cruise line or hospitality industry related field preferred.
Required to operate basic office equipment including telephone, computers, typewriters, and copy machines.
Cash handling experience and an understanding of United States dollars and Euros currency and exchange rates required.
Working knowledge of computers, internet access and the ability to navigate within a variety of software packages such as Microsoft office, world, and power point, etc.
Required to speak, read and write in English in an Advanced level in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms.
Required to speak, read and write in Spanish in an Advanced level in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms.
Ability to speak read and write in French or Portuguese language in an Intermediate or Advanced level can be required depending on the ship and the season the candidate is going to embark.
If interested you may apply via portal direct, or we look forward receiving your resume via email:
***