Assistant Guest relation Manager

• Minimum of two (2) years of guest-facing service experience in a luxury environment, supervising teams of 10 or more.
• A combination of education equivalent to a high school diploma or any other source of education, training, or experience that provides the required knowledge, skills, and abilities.
• Confident, well-groomed appearance with a warm and welcoming demeanor.
• Strong emotional intelligence is required with resourceful thinking and a working knowledge of conflict resolution.
• Ability to fulfill the above-mentioned Key Responsibilities and all reasonable company requests.

• Completion of two contracts in a guest contact / front-of-house capacity or have significant experience in a telecommunications/hospitality role focusing on conflict resolution.
• Must have a shipboard performance rating above “Effective” and pass the Talent Plus Assessment. (Exceptional cases can be reviewed on a “case-by-case” basis.)

• Ability to speak English clearly, distinctly, and cordially with guests.
• Ability 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, or German is preferred.

The Assistant Front Desk Manager owns each guest with whom they interact. They follow up on the experience and offer a seamless execution of premium service that is both exceptional and memorable. As part of the Guest Relations Team, the Assistant Front Desk Manager is the liaison between the Guest Relations Team and all Hotel and Marine Departments. This role supports proactive anticipation of every guest’s needs and expectations. The Assistant Front Desk Manager must possess outstanding hospitality, communication, leadership, and organizational skills in addition to effective decision-making abilities.

Paying keen attention to detail, the Assistant Front Desk Manager is held fully accountable for the leadership required to foster a quality guest experience within the team. This individual will take full ownership and accountability of escalated guest interactions, the guest sentiment following the interaction, and the orderliness, emergency preparedness, and efficacy of the Front Desk Operations, both back and front of house.

Note: Employees may be required to perform any other job-related duties assigned by their supervisor or management. All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality, and Environmental standards.

Fostering The World, At Your Service Culture:
“The World, At Your Service” (WAYS) is a brand-wide initiative committed to delivering World Class Service to our Guests and internal Customers (including Employees, Vendors, and Consultants). Our service vision and goal is to provide a Personalized, Knowledgeable, and Genuine experience to every Customer, every time.

Delivering World Class Customer Service will help differentiate Celebrity Cruises by providing World Class Experiences to every guest, every time. The Assistant Front Desk Manager aims to exceed hospitality industry standards, while ensuring complete guest and team satisfaction.

The position will focus on ensuring operational goals are met and consistent training, leadership, development, and recognition of overall team performance are sustained. The Assistant Front Desk Manager will embody an outgoing personality and a genuine passion for service recovery.

The Assistant Front Desk Manager will ensure that the Guest Relations Team delivers the brand promise of personalized service and memorable experiences. The Assistant Front Desk Manager will be a strong advocate of The World, At Your Service Culture.