Reports To: Front Desk Manager

Job Summary:

The Front Desk Supervisor (FDS) is supporting the Front Desk Manager / *Guest Services Manager for all guest facing operations at Guest Services and, together with the FDM / *GSM, they form a team vested with total responsibility for the Guest Service Front Desk and phone operation and staff. The FDS is second in command at Guest Services and is to ensure systems are complied with, Guests are receiving personalized, individual and professional service at all times and staff complete their daily duties in accordance with the company brand standards and procedures.

The FDS will interact with department managers and supervisors with a vested responsibility to achieve
effective resolution of Guest issues.

Key Responsibilities:

• Ensure response is given to all guest requests, concerns and issues without delay and in a professional and courteous manner.
• Provide premium guest service by handling all communications, verbal or written, in accordance with the set standards.
• Assist with and support the delivery of the elements of the Global Guest Program as specified and as they apply to Guest Relations which may include attendance to official ship guest events.
• Assist with translations of written company documents and assist international guests in verbal transactions as needed in line with their foreign language proficiency.
• As the gatekeeper of all guest issues, ensure accurate records of all guest inquiries, concerns and requests are logged, maintained and managed through AIMS and in accordance with set procedures.
• Constantly monitor progress, timeliness, efficiency, and appropriateness of resolution both through interactions and follow up with staff and through monitoring of the AIMS system. Maintain constant awareness of status and direct prompt action when necessary.
• Provide regular updates of all guest issues statuses during shift handover procedures.
• Keep the FDM / *GSM promptly and consistently informed of situations that require the attention of various onboard departments, heads of department or corporate.
• 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. Maintain a constant awareness of subordinate’s actions in that regard, review as necessary and report to the FDM / *GSM.
• Supervise and assume responsibility for all daily operations at Guest Services.
• Promote various services and programs as appropriate to generate revenue.
• Perform administrative and record-keeping tasks.
• 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 and monitor staff’s Guest Service performance throughout their shift.
• Maintain accurate documentation of each direct report’s performance; hold performance conversations focusing on achievements, progress, development and opportunities for improvement.
• Own the mentoring program of assigned subordinates.
• Supervise and manage the Guest Services Learning Path Program to ensure adequate on the job training is provided.
• Support and develop subordinates to strengthen their current performance and prepare them for future advancement. Provide coaching and motivation to the staff to foster tenure.
• Provide guidance and oversight to the Guest Service staff to ensure the accurate preparation, effective organization and completion of their daily duties.
• Provide guidance and oversight to the Guest Services staff assigned during night shift to ensure the delivery of all elements of their assigned duties.
• Actively promote the use of the Company’s proprietary Navigator App and responsible for acquiring the necessary skills and knowledge to effectively assist guests with the workings of the App.

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.
• Supervising the Guest Services staff and ensuring guest requests are efficiently handled and attended to in a courteous manner and, when situations arise, guests are promptly provided with answers, alternatives and solutions to issues presented.
• Setting the tone and driving a culture of hospitality, respect, courtesy and total service mindedness in all guest encounters.
• Acting as a liaison between subordinate staff, FDM / *GSM and the onboard departments.
• Supervising, under the direction of the FDM / *GSM, the Guest Services Staff by monitoring and ensuring completion of their daily duties in accordance with company brand standards.
• Maintaining a work environment that fosters the coaching, mentoring and development of subordinate staff in consensus with the FDM / *GSM.
• Reporting to and supporting the FDM / *GSM on issues that may affect staff retention and acting swiftly in concert to avoid preventable turnover.
• Acting in compliance with all Brand Standards, 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.
• Adhering to and complying with all official regulations issued by local authorities.
• Follow and adhere to all health and safety procedures, training and requirements.
• 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.
• Perform other miscellaneous duties and tasks as assigned by the Head of Department.

Qualifications:

• Minimum preferred education: Associates Degree
• Discipline/Major: College or University degree or equivalent experience in hospitality management, business administration or a related field. International equivalent suffices.
• Years and area of professional experience (required for the role): College or University degree or equivalent experience in hospitality management, business administration or a related field.  International equivalent suffices. Minimum 1-year supervisory experience within a Front Office/Hospitality Environment.
• The ability to work effectively and constructively across the organization both shipboard and corporate. The ability to lead and motivate staff. The ability to be flexible, decisive, and quick thinking. The ability to handle constantly changing priorities. A genuine interest in working with and helping guests, the ability to handle complaints and deal with difficult situations. Must possess strong leadership and TEAM leadership skills. Must possess strong organizational, multi-tasking and presentation skills. Able to write and produce operational documentation.
• Good working knowledge of computers, internet access, and the ability to navigate within a variety of software programs and internal onboard system/programs.

Physical Requirements:

• Must be able to work varied shifts which can average up to 11 hours per day, every day while on board.
• Must be able to perform normal and assigned emergency duties. Must be able to don a lifejacket or immersion suit; crawl; feel for differences in temperatures; handle firefighting equipment; and wear breathing apparatus (where required as part of duties).
• Must be physically able to participate in emergency lifesaving procedures and drills. All vessel positions require full use and range of arms and legs as well as full visual, verbal and hearing abilities to receive and give instructions in the event of an emergency including the lowering of lifeboats.
• Must be able to maintain qualification of the Seafarer Medical Examination and pass the basic safety course.
• While performing the essential functions of this job, all team members are required to stand; walk long distances on the ship; use hands to touch, handle or feel; reach with hands and arms; talk, hear, taste and smell. All vessel positions require repetitive motion of bending, climbing, going up and down stairs and lifting more than 25 pounds.
• Must be able to work within different temperature ranges and changes— e.g., indoors to outdoors, hot climate, etc.

Travel Requirements:

• Passport – valid for a minimum of 6 months beyond a working assignment.
• Seafarer Medical Examination to declare fit for duty onboard ships.
• Must be able to acquire a United States C1D Visa, if required.
• Must be able to acquire a European Union Schengen Visa, if required.