GUEST SERVICE SUPERVISOR

Guest Service Supervisor

Reports to : Guest Service Manager

Responsibilities

• Front Desk Operations: Supervise the Front Desk team.Ensure smooth operations during peak hours, coordinate room assignments, monitor room availability, and assist with guest check-in and check-out processes.
• Guest Services Operations: Provide exceptional customer service to guests, ensuring their needs and requests are handled promptly and professionally. Strive to create a welcoming and positive atmosphere for guests throughout their stay.
• Front Desk Supervision: Support and guide the Front Desk team, providing training, feedback, and performance evaluations to enhance their skills and optimize their performance. Foster a positive and collaborative work environment.
• Guest Relations: Foster positive relationships with guests and maintain open lines of communication with guests to ensure their satisfaction and build positive relationships.
• Training and Development: Participate in training sessions to enhance skills and knowledge of front office operations, guest services and ship policies. Stay updated on industry trends and best practices.
• Administrative Tasks: Assist in managing administrative functions, such as maintaining guest records, reports, and departmental expenses. Ensure accuracy in reporting, adherence to policies and procedures, and timely completion of tasks.
• Safety and Security: Adhere to ship safety protocols and emergency procedures within the front office department. Monitor security measures and promptly report any incidents or concerns.
• Communication and Collaboration: Foster effective communication and collaboration with other vessel departments, including housekeeping, food and beverage, and deck & engine, to ensure seamless guest experiences and resolve operational issues.

Profile

• Previous experience in a leadership Front Office role, preferably in a luxury ship and luxury hotel setting;
• Proficiency in English is essential, with excellent verbal and written communication skills for guest interaction. Any additional languages like Arabic is a plus;
• Experience in other cruise vessels of similar size (15000 GT/3400 pax) is a plus;
• Proven leadership and supervisory skills, with the ability to motivate and develop a team;
• Strong organizational and multitasking abilities with exceptional attention to detail;
• Problem-solving skills and the ability to handle guest complaints and concerns with professionalism and empathy;
• Familiarity with front office operations, shipboard property management systems, and front office software’s, including Otalio and MXP is a plus;
• Ability to work in a dynamic and fast-paced, 24/7 operational environment, including weekends and holidays;
• Understanding of shipboard safety and security protocols and the ability to ensure compliance.

Length of contract

4 months on / 2 months off

Embarkation as soon as possible