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Front Desk Manager

Job Description

Rank: Officer, Two Stripes

Department: Hotel Management

Main function: In charge of the Reception onboard, Dealing with receptionist training programmes, passenger requests and complaints, liasion with Hotel Director / Guest Services Manager for all matters concerning passengers

Reports to: Guest Services Manager

Direct Subordinates: Receptionists, Night Auditor, Printer, Program Coordinator, Social Activities Host

Next in Command: Social Activities Host

Profile

  • Must have previously held position of Chief / First Purser, Front Desk Manager, or Cruise Services
  • Host onboard a passenger cruise ship
  • Must have Typing skills, Windows XP, Word, Excel, MS Outlook. Additional: Fidelio Cruise, Cruise Manager (or similar Ship Management System)
  • Must be knowledgable in ISM regulations
  • Must be able to deal with crew and passengers in a professional manner
  • Must speak and write English fluently
  • Must be a self starter and able to motivate members in department
  • Must be a good organiser and communicator and feel comfortable working with crew of different nationalities
  • Must be able to work under pressure and meet deadlines and work to established standards
  • Must have strong character with developed leadership skills
  • Must have pleasant disposition and friendly personality
  • Must have high degree of patience and understanding

Areas Of Responsibility 

Reporting directly to the Guest Services Manager & Hotel Director in all matters relating to the daily operation of the Information Desk, passenger welfare and booking/cabin issues. Dealing with all passenger requests and complaints, ensuring that the entire Front Desk Team is aware about the daily programme, all passenger issues, any changes in itinerary, arrival / departure times, follow up with all AVO requests concerning passengers and passenger areas, dealing with all cabin change requests and overlooking the exchange office operation within the Front Desk.

Instigate and maintain a full and ongoing training programme for all reception staff to maintain the highest level of customer service at all times.

The Front Desk Manager also has responsibility for the embarkation and disembarkation process of the passengers and ensuring that the control and security of passports and the delivery of passenger identification cards are administered correctly.

The Front Desk Manager is also responsible for the day to day financial operations of the front desk in close coordination with the Financial Controller. The Front Desk Manager is also responsible for the day to day future cruise operation on board in liaison with the Social Activities Host, Reception Staff and Guest Services Manager. All future cruise bookings to be reported correctly back to CMV Head Office in conjunction with the Reservations Department. The Front Desk Manager is also responsible for full documented reports of all future cruise bookings taken on board.

The Front Desk Manager has overall responsibility for the maximisation of revenues from Future Cruise bookings, cabin upgrades, on board packages and merchandise sold through the Guest Services Team.

Positions Demanding Close Liaison 

  • Guest Services Manager - All passenger related matters, embarkation / debarkation, cabin changes, lost luggage
  • Hotel Director - Daily operational matters
  • Financial Controller - All financial aspects of information desk operation
  • Staff Captain - Embarkation and Disembarkation details
  • Shore Excursion Manager - Embarkation and Disembarkation coordination for tours

Specific Duties And Activities

  • Supervise full front desk services to passengers.
  • Cabin occupancy control and paid upgrades in conjunction with Guest Services Manager.
  • Administer passenger complaints:
    • Cabin conditions and resolutions, whether requiring movement of passenger or repair direction via relevant department; Changes of cabins done only with agreement of Guest Services Manager; GSM to calculate and advise upgrade fees for each cruise departure
    • Lost luggage: to initiate a search of the ship for lost luggage reported lost onboard, coordinating with the Chief Housekeeper
    • Airline Lost Luggage: to coordinate with the Port Agent who will act on behalf of the vessel in trying to track the luggage
    • Damaged Luggage: to examine the luggage and arrange for the necessary work to be carried out onboard if the luggage is repairable
    • All other complaints relative to coordination of issues for which the department is directly responsible
    • Passenger complaints which involve other departments or otherwise exceed the Front Desk Managers’ direct responsibilities should be turned over to the Guest Services Manager or Hotel Director and/or coordinated with either
  • Administrate in conjunction with the GSM and reception on all maters relating to early disembarkation of passengers and liaise with insurance companies to provide prompt and accurate activation of insurances to assist passengers on early disembarkation and medical claims.
  • Regularly check the work of the Receptionists, quality of letter correspondence and coordinate or provide assistance and training when necessary.
  • To be familiar with the ISM Manual and to assist any audits which are carried out in the Department on a regular basis by shoreside personnel.
  • The supervision of the Information Desk ensuring that the Receptionists are always courteous and professional in their assistance to passengers. To ensure the desk is aware of all information and are able to assist the passengers with all areas of enquiries.
  • To fully supervise and control the embarkation/disembarkation process of passengers: working in close coordination with the Shorex Department, GSM, Hotel Director, the Security and the Cruise Director to ensure the procedures are carried out with the utmost precision and professionalism.
  • To coordinate with the Financial Controller in matters relating to the payment of passenger accounts.
  • Control of departmental budget by controlling supplies and maintaining inventories.
  • To carry out induction and training for all newly joined personnel in the department and monitor their performance.
  • General administration of Front Desk department.
  • Evaluation and training to be carried out and orderly records kept.
  • Ensure Front Desk Office personnel maintain uniform and personal hygiene standards.
  • Evaluate and appraise staff on a regular basis. Aappraisals should be sent to the Personnel Manager of the company.

Communication

  • Daily with Guest Services Manager and Hotel Director
  • Once per cruise Departmental meeting

Passenger Service

  • Deal with all passenger comments as quickly and professionally as possible
  • Attend cocktail parties, dinner and other social functions as requested by Hotel Director

7. MANAGEMENT

  • Lead subordinates successfully into productive working methods by setting an example
  • Ensure that correct disciplinary procedures are adhered to especially with regard to the correct handling of written warnings and ensuring records are kept
  • Follow up on disciplinary reports
  • It is expected that the Front Desk Manager is fully aware of the company standards as outlined in the Operations Manual.
  • The Front Desk Manager is expected to know the job description of each crew member in his/her department
  • Ensure that the set standards are kept and crew members work according to their respective job descriptions. Corrective action to be taken to ensure standards are upheld

To review pax ratings at the weekly departmental meeting and to take immediate corrective action. To request assistance of Hotel Director at any time to achieve this.

Regular consultation with colleagues relating to the standard of the passenger services offered and suggesting any recommendations to the Hotel Director.

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