POSITION SUMMARY

Being a key member of the shipboard management team, the Assistant Front Desk Manager
possesses a dynamic outgoing demeanor with a passion for ‘Delivering the Wow’ through
industry leading service while demonstrating exemplary problem resolution skills. The Assistant
Front Desk Manager continually strives to exceed hospitality industry standards, while ensuring
complete guest and team satisfaction. This role establishes and drives a positive working
environment and focuses on operational goals where training, leadership, development, and
recognizing overall team performance are paramount. Leading by example and from the front of
the house, the Assistant Front Desk Manager assists the Front Desk Manager in being the ship’s
driving advocate for delivering outstanding Customer Service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Royal Caribbean International expects each shipboard management team member to relentlessly
exemplify the principles of the Anchored in Excellence Credo to all team members. In addition,
all duties and responsibilities are to be performed in accordance with Royal Caribbean
International’s The Royal Way, SQM standards, USPH guidelines, environmental, and safety
policies.
1. In accordance with Royal Caribbean International’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. 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.
3. Responsible for assisting the Front Desk Manager in leading a team of empowered
individuals who will strive to deliver focused and extraordinary customer service in
accordance to Guest Services Vision and Mission Statement. Takes ownership and
accountability for reacting to guest feedback and requests effectively and efficiently.
Through maintaining a detailed knowledge of all guest ratings and comments establishes a
culture throughout the Guest Services team for owning issues and resolving to the full. The
Assistant Front Desk Manager will assist the Front Desk Manager to ensure that at all times
the Guest Services team is empowered to achieve these goals and establishes a reputation
for prompt and industry leading service. The Assistant Front Desk Manager will also use
every guest issue as an opportunity to coach and mentor the Guest Services team,
emphasizing empowerment and focusing on a desire to find permanent solutions to guest
feedback.
4. Primarily focused on being visible at the desk to provide all services of the Guest Services
desk including but not limited to lost luggage, babysitting arrangements, cash services,
safety deposit box service, lost and found, printing and issuing guest Sea Pass cards, and
broadcasting ship announcements. Leads by example in displaying exceptional customer
service by being readily available to assist the Guest Services Team at all times.
5. Effectively balances operational needs between the Financial and Guest Services Divisions
through synergetic communication of guest issues, in order to optimize positive guest
comments and ratings of the overall Guest Services operation.
6. Promotes a positive and productive team environment by assisting and mentoring the Guest
Services Officers during their daily operations at the front desk. Develops and provides
both classroom-style and on-the-job training to team members to strengthen their current
performance and preparation for succession planning.
7. 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 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.
8. Develops new ways to enhance and enrich the Guest interaction and service, either one on
one or over the telephone with Guest Services. Maximizes solutions and minimizes
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.
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 (opportunity logs, action plans, appraisals, progressive discipline) 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. Assists Front Desk Manager in taking 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 Assistant Front Desk Manager is primarily 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. Ensures the security and proper management of cash floats issued by the Financial
Controller by monitoring the cash transactions at the front desk being able to provide
immediate feedback and assess training needs.
13. Demonstrates aptitude for the management of headcount within assigned area, as it relates
to and supports the business needs of the ship. Ability to identify skill sets in individuals to
promote succession planning and increase retention rate within the fleet-wide Guest
Services operation.
14. Inspect and manage maintenance of workstations, work areas, equipment and such to
ensure efficient service and compliance to standards and procedures.
15. Empathetically deals with sensitive guest issues, for matters related to serious injury,
illness, death and burial at sea. 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. Engages the Front Desk Team in daily operations to achieve and exceed quantitative and
qualitative goals and targets set for Guest Services. Ensures basic understanding of
Balanced Score Card metrics among the Guest Services Officers.
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. Assists on ensuring
that all collateral, including core languages, is kept updated and complies with all company
brand standards.
18. Comprehensive knowledge of Customs and Immigration policies and procedures. The
Assistant Front Desk Manager supports the Front Desk Manager to ensure maximum
compliance with all internal requirements and external authorities as it relates to guest
immigration and clearance. As required takes an active role in ensuring a seamless process,
providing organizational structure to all clearance procedures ahead of time to ensure our
guests experience minimal delay.
19. The Assistant Front Desk Manager ensures the guests’ first and last impression of service
delivery is optimized and that our guests receive a welcoming and efficient boarding and
departure experience reflective at all times of our company brand standards. Communicates
continuous updates provided by the Front Desk Manager to the Guest Services Team
members throughout the turnaround day. The Assistant Front Desk Manager assists the
Front Desk Manager in planning, training and ensuring the smooth transition to new
itineraries and seasonal repositioning.
20. Ensures the continuous updating of clear and concise handover notes to eliminate any
possible miscommunication that compromises the efficiency of set processes.
21. Maintains safe, secure, and healthy environment by enforcing organizational standards,
procedures, and legal 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.
22. Performs related duties as required. This position description in no way states or implies
that these are the only duties to be performed by the shipboard employee occupying this
position. Shipboard employees will be required to perform any other job-related duties
assigned by their supervisor or management.

QUALIFICATIONS

Minimum hiring, language and physical requirements to perform the job.

Hiring Requirements:

• 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.

Internal Candidate Requirements:

In addition to the stated hiring requirements, internal candidates are required to fulfill the
following:
In addition to all of the above, a minimum of one contract completed within the shipboard
operation. Guest Administration Officer and Guest Departure Officer experiences preferred.

Language Requirements:

*Required to speak English clearly and distinctly.
*Aptitude to read and write English in order to understand and interpret written procedures. This
includes the ability to give and receive instructions in written and verbal forms and to effectively
present information and respond to questions from guests, supervisors and co-workers.
*Ability to speak additional languages such as Spanish, French, German, Italian or Portuguese
preferred but not essential.

Physical Requirements:

While performing the duties of this job, the shipboard employee is regularly required to stand,
walk, use hands to touch, handle, or feel, reach with hands and arms, talk or hear, and taste or
smell. The employee must occasionally lift and/or move up to 50 pounds. Specific vision
abilities required by this
job include close vision, distance vision, color vision, peripheral vision, depth perception and
ability to adjust focus.
All shipboard employees must be physically able to participate in emergency life saving
procedures and drills. Full use and range of arms and legs as well as full visual, verbal and
hearing abilities are required to receive and give instructions in the event of an emergency
including the lowering of lifeboats. Ability to lift and/or move up to 50 pounds.