Holland America Line

Front Desk Manager (Cruise Ship) – 2025

Position: Front Desk Manager
Location: Onboard (Cruise Ship)
Type of Job: Full-time, Onsite
Number of Posts: 1
Job Category: Hospitality, Guest Services
Salary: Competitive
Reporting to: Guest Services Manager
Application Deadline: Open Until Filled

Join Our Team as a Front Desk Manager and Elevate the Cruise Guest Experience

Are you a hospitality professional with strong guest service management skills looking for an exciting career at sea? We are seeking an experienced Front Desk Manager to oversee the Guest Services operations onboard our luxury cruise ships. This is a senior role where you will be responsible for ensuring that all guests receive top-tier service, managing a professional team, and driving service excellence.

This role offers a dynamic and engaging work environment with opportunities for growth, professional development, and hands-on leadership experience. If you have previous experience in guest services management, this is your chance to embark on a fulfilling career where your skills will be valued and rewarded.

About Holland America Line

Holland America Line has been delivering exceptional cruise experiences for over 150 years, calling on over 450 ports in nearly 100 countries across all seven continents. We specialize in premium, perfectly sized ships that provide guests with award-winning, personalized service, fresh regional cuisine, and an unparalleled entertainment experience. Our fleet is recognized for its iconic music venues, including B.B. King’s Blues Club, Rolling Stone Lounge, and Billboard Onboard.

As an industry leader, we are committed to providing an extraordinary work environment that fosters growth, learning, and career advancement. When you join our team, you become part of a prestigious global company that is shaping the future of luxury cruising.

Key Responsibilities of a Front Desk Manager

As a Front Desk Manager, you will take full ownership of Guest Services operations and ensure that guests receive a seamless and outstanding customer experience. You will also be a key support to the Guest Services Manager (GSM) and play a pivotal role in ensuring service excellence.

Guest Service Operations

Oversee all Guest Services functions to ensure efficient and exceptional guest service delivery.
Ensure that all guest concerns, requests, and complaints are handled promptly, professionally, and satisfactorily.
Maintain accurate records of guest interactions, feedback, and resolutions using the AIMS system.
Assist in the implementation and execution of the Global Guest Program to enhance guest satisfaction.
Monitor and guide the Neptune Lounge Concierge and Front Desk Supervisor, ensuring that their teams uphold the highest service standards.
Handle compensation decisions in alignment with corporate policies to maintain guest satisfaction and business interests.

Team Leadership and Training

Lead, mentor, and develop Guest Services staff, ensuring they consistently deliver exceptional service.
Conduct performance reviews, provide coaching, and identify training opportunities for the team.
Champion on-the-job training programs and facilitate professional development for subordinate staff.
Take a proactive approach in staff retention, fostering a positive work environment.
Provide training on cash handling procedures to ensure compliance with corporate financial policies.

Guest Relations and Communication

Represent Guest Services at hotel operations meetings and social functions as required.
Promote shipboard programs and services to increase onboard revenue generation.
Ensure that all guest inquiries are met with courtesy, professionalism, and efficiency.
Act as a liaison between shipboard departments and corporate headquarters for service-related issues.

Crisis Management and Compliance

Handle all medical disembarkations and emergencies under the supervision of the Guest Services Manager.
Ensure compliance with company policies, marine hotel regulations, and environmental directives.
Maintain waste separation policies and conduct training on environmental compliance per Global HESS guidelines.
Uphold safety and security procedures, ensuring all staff adhere to the latest guidelines.

Qualifications and Skills Required

To be considered for this Front Desk Manager position, you must meet the following qualifications and skills:

Education & Certification

Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
STCW certification (valid) required.
Marlins English Test Score of 95 or above. Multi-lingual candidates are highly preferred.

Experience

Minimum 2 years of supervisory experience in a front office/hospitality environment.
Minimum 1 year of cruise ship guest service experience preferred.
Proven ability to lead and manage a team in a fast-paced, high-pressure environment.

Key Skills

Strong leadership and people management skills.
Excellent problem-solving and decision-making abilities.
Ability to handle guest complaints and difficult situations with professionalism.
High level of organizational and multi-tasking skills.
Proficiency in computer systems and shipboard software applications.

Work Environment & Physical Requirements

Must be 18 years or older.
Ability to work long hours (up to 11 hours per day) while onboard.
Must be able to stand, walk long distances, climb stairs, and lift up to 25 lbs.
Must be medically fit to work at sea and obtain a valid Seafarer Medical Examination.
Must hold a valid passport (minimum 6 months validity) and obtain necessary C1D & Schengen visas.

Why Join Holland America Line?

Work with a globally recognized luxury cruise brand.
Grow your career in a dynamic and multicultural environment.
Enhance your skills with industry-leading training and mentorship.
Experience travel opportunities while working at sea.
Be part of a company dedicated to sustainability, innovation, and exceptional guest experiences.

Apply Now for the Front Desk Manager Role

This is your opportunity to elevate your career in the cruise industry. If you have what it takes to manage a high-performing Guest Services team, we want to hear from you!

APPLY FOR JOB

Explore More Job Opportunities Here: Luxury Cruise Ship Jobs

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To apply for this job please visit hollandamericagroup.pinpointhq.com.

By The Kenyan Job Finder Team

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