The Front Office Manager ensures smooth, guest-focused reception operations while efficiently leading and developing the front desk team. Responsibilities include onboarding, training, shift scheduling, and maintaining high service standards. A key part of the role is handling guest complaints and feedback professionally to drive satisfaction and loyalty. The position supports digital service initiatives, manages cabin changes, upgrades, and transit guest services, and coordinates with departments on clearance matters. The Front Office Manager also fulfills leadership duties such as team evaluations, compliance with applicable standards, budget adherence, and fostering cross-departmental cooperation to maintain exceptional guest service quality.
Qualifications
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
- Minimum 2 years of supervisory experience in front office or hospitality settings.
- Cruise ship or upscale hotel/resort experience highly desirable.
- Proficient in front office systems (e.g., Opera or other PMS).
- Strong leadership skills with the ability to motivate and manage a team.
- Excellent verbal and written communication in English; additional languages a plus.
- Passion for delivering outstanding guest service and resolving issues effectively.
- Strong organizational, multitasking, and problem-solving abilities.
- STCW or other maritime certifications may be required.
- Able to work in a multicultural, fast-paced environment with flexibility and adaptability.
- Knowledge of cash handling and foreign exchange procedures.
