Front Desk Manager

• Support and assist the Director of Rooms with all Guest Service-related matters
• Responsible for the entire reception area according to FSY standards
• Meet or exceed guest expectations on every occasion
• Responsible for complying with/performing Safety/Environmental/Emergency Response duties as assigned
• Reads and acknowledges documents as assigned in FSY Management System
• Responsible for the correct handling of work arising daily/per cruise/monthly according to FSY standards
• Monitors guest satisfaction and feedback and acts on any complaints or requests
• Leads recovery meetings each voyage with all other onboard departments
• Supports, coaches and trains Guest Service agents to meet the standards required in their job roles
• Keeps and maintains accurate records of discussions/correspondence with Guests and communicates all complaints onboard to Director of Rooms
• Investigate and solve Guest complaints and problems and issues refunds/compensation/goodwill gestures in agreement with Director of Rooms & Guest Experience
• Monitors work and rest hours and attendance for Guest services ensuring they meet MLC regulations
• Responsible for the manner and appearance of the Guest Service Agents always ensuring a professional look
• Organizes the preparation and processing of all administrative requirements for Guests throughout the voyage such as embarkation/disembarkation activities
• Provides information and general assistance to all Guests when required
• Oversees Otalio input
• Responsible for L&F cash to be handed over to Finance Manager in timely manner
• Responsible for PN application and sending required PN to Guest in timely manner
• Responsible for PMS (Otalio) Port and Time update
• Ensures that the Guest service agents maintain thorough and up-to-date Guest Service and product knowledge by providing ongoing training
• Observes passengers to identify their preferences and adjusts service, accordingly, anticipating passenger needs
• Monitors satisfaction and service ratings against annual OBE targets and formulates short term service improvement plans
• Meets with Guests on a one-to-one basis as required

• Minimum of 3-5 years of related experience in luxury hotels and/or onboard cruise line
• Familiar with basic shipboard operation
• Fluent in written and spoken English and in additional language(s)
• Knowledge of general office practices, procedures and equipment
• Ability to prioritize tasks and work independently
• Strong organizational, interpersonal and communication skills
• Ability to interact with senior-level management and owner representatives
• Adherence to specific scheduled working hours yet being flexible to operational requirements
• Ability to interact professional in an international team
• Capable to perform assigned duties under pressure (time constraints) and in a constant changing environment
• Easily adapts to change
• Must have previous sea going experience
• Proficient in MS Office (PowerPoint, Word, Excel and Outlook)
• Knowledgeable in using onboard systems like Fidelio, Otalio
• Willingness to live and work onboard the Yacht for extended periods, with travel to various international destinations

Cruise Ship Experience

• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Complimentary Dry Cleaning for Employee Uniforms while onboard
• Complimentary Employee Meals while onboard