POSITION SUMMARY

Being a key member of the shipboard management team, the 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 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 Front Desk
Manager is a 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. 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. Elevates the fleet- wide retention
rate of employees by encouraging the cross training of Guest Services positions within the
division. 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 Guest Services Manager 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 and Mission Statement. 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 Guest Services 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 Guest Services 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 Guest Administration
Officer. 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 brand standards.
6. 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. Works with the
Financial Controller to ensure compliance in all financial aspects and maintains
continuous individual and team training relating to cash handling and foreign exchange
procedures. Fulfils float audit requirements.
7. Mentors, 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 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.
9. Assists the Guest Services Manager in planning and administering the Guest Services
Keyman schedule in conjunction with the shore-side support group. Actively identifies
and monitors the scheduling needs of the Guest Services division.
10. 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.
11. 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.
12. 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.
13. Inspects and manages maintenance of workstations, work areas, equipment and such to
ensure efficient service and compliance to standards and procedures.
14. Monitors and provides assistance to the Guest Services team in all services of the Guest
Relations Desk including but not limited to scheduling, lost luggage, babysitting
arrangements, immigration, cash services, safety deposit box service, lost and found,
printing and issuing guest Sea Pass cards, departure process and broadcasting ship
announcements. Assists guests with any requests.
15. Assists the Guest Services Manager on compiling all shoreside reports as required.
Assists the Guest Services Manager on the financial aspect of the operation and on
meeting forecasted budget expectations. Through strategic planning strives to identify
business efficiencies within the division’s cost center supporting the company targets and
goals.
16. 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.
17. A driving force in achieving and exceeding quantitative and qualitative goals and targets
set for Guest Services in relations to the Balanced Score Card which include Guest
Satisfaction Ratings, Brand Quality Reviews, Guest Services Reviews, Ships Overall
Appearance, Workplace Safety, Friendliness of Personnel, Cash Over/Short and
Employee Satisfaction.
18. 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. Ensures
all collateral, including core languages, is kept updated and complies with all company
brand standards. Acts as an advocate in education the Guest Services Team of Brand
Identity Guidelines.
19. The Front Desk Manager works with the Guest Services Manager in planning and
providing support for all local agencies, ensuring the smooth transition to new itineraries
and seasonal repositioning.
20. Continually updates job knowledge by investigating new trends in customer service,
reviewing professional publications, establishing personal networks, and sharing of best
practices, lessons learned and new benchmarks with shipboard management and
shore-side support groups.
21. Ensures the continuous updating of clear and concise handover notes for all Guest
Services positions to eliminate any possible miscommunication that compromises the
efficiency of set processes.
22. 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.
23. 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 required.
• 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 two contracts within the shipboard operation as
Guest Administration Officer, Guest Departure Officer and Assistant Front Desk Manager
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.