Front Desk Manager- Cruise Ship Worldwide

We are seeking a Front Desk Manager with strong leadership, customer service, and operational management skills to lead the Guest Services front-of-house team. This key role ensures a high level of guest satisfaction, team development, and operational excellence while consistently delivering world-class service.

Responsibilities

Key Responsibilities:

Lead and motivate the front desk team to deliver exceptional guest service and resolve issues promptly.

Handle escalated guest concerns with empathy, professionalism, and follow-up to resolution.

Oversee guest embarkation, debarkation, and all front desk operations (e.g. check-in, cash handling, lost luggage).

Manage compliance with immigration, customs, and safety procedures.

Conduct coaching, scheduling, performance evaluations, and training to support team development and career progression.

Maintain close coordination with financial operations to ensure audit compliance and accurate cash handling.

Participate in continuous improvement initiatives, goal setting, and KPI tracking (e.g., Balanced Scorecard metrics).

Serve as a visible leader, balancing administrative duties with front-of-house presence.

 

 

Requirements

Experience & Education:

Minimum 1 year of front-of-house supervisory experience in hospitality, cruise, or hotel industry required.

High school diploma or vocational equivalent preferred.

 

Skills:

Strong leadership and conflict resolution skills.

Excellent communication, discretion, and cultural sensitivity.

Fluent in English; additional languages (Spanish, French, German, Italian, Portuguese) preferred.

Working knowledge of Microsoft Office, office equipment, and internet navigation.

Cash handling and foreign exchange experience required.

 

Physical Requirements:

Must be able to stand, walk, lift up to 50 lbs, and participate in shipboard safety drills.

Full visual, verbal, and hearing ability required for emergency communication.

Ideal Candidate Attributes:

Dynamic, service-driven leader with a positive, empowering attitude.

Detail-oriented with excellent time management and multitasking abilities.

Passionate about guest experience, operational excellence, and team development.

Flexible to relocate across the fleet as needed.