The Front Desk Manager owns each guest interaction, follows up on their experience, and ensures the delivery of seamless, premium service that is both exceptional and memorable. As a key member of the Guest Relations Department, the Front Desk Manager acts as the liaison between the Front Desk Team and all Hotel and Marine Departments, supporting proactive anticipation of guest needs and expectations.The ideal candidate must possess outstanding hospitality, communication, leadership, and organizational skills, along with effective decision-making abilities. Attention to detail is crucial, as the Front Desk Manager is fully accountable for fostering a quality, personalized guest experience within the team. This role involves taking full ownership of the Front Desk Team's results, including financial, developmental, training, and analytical aspects, as well as managing escalated guest interactions, guest sentiment, and the efficiency of Front Desk Operations both back and front of house.Qualifications:Over 4 years of experience in a Front Desk Managerial or General Manager position in a boutique hotel or a 4–5-star hotel.Experience handling 100+ guests in a 4–5-star hotel environment.Supervisory experience with 30+ team members in Guest Services.Willingness to work under pressure.Ability to speak additional languages such as Spanish, Italian, Portuguese, French, or German (Conversational proficiency) is preferred.Adherence to Celebrity Cruises WAYS standards, Standards of Excellence, Public Health guidelines, KPIs, and safety policies.Maintain professionalism and emergency preparedness in all Front Desk operations, representing the brand and providing impeccable, personalized service to guests and crew.Resolve issues effectively, oversee team development, foster financial health, and ensure guest satisfaction.Strong administrative skills, including monitoring guest counts, desk volume, concerns, and behavioral analysis.Communicate inventory, program access, and maintenance needs effectively.Pay meticulous attention to detail during financial transactions and cash float operations.Respond professionally and empathetically to escalated guest concerns, actively listening and showing understanding.
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