Position Summary:

This Position maintains all public areas, crew Public Areas, outer deck (Pools and Jacuzzis) and all public restrooms, in a clean and orderly condition by performing essential duties and responsibilities described underneath. The Public Area attendants could be used in different areas on a rotation basis.

Key Responsibilities:

• Lead, motivate, and coach a front desk team to consistently deliver world-class service.
• Supervise day-to-day guest services operations, including guest inquiries, issue resolution, and service delivery.
• Act as a primary point of contact for escalated guest concerns, resolving issues promptly and empathetically.
• Maintain a strong presence at the front desk, supporting operations such as SeaPass card issuance, lost luggage assistance, and guest announcements.
• Ensure accurate and efficient scheduling of front desk personnel and coverage during peak periods.
• Deliver and support onboard training programs and succession planning efforts.
• Collaborate with Financial and Guest Services Divisions to ensure seamless guest experiences.
• Enforce compliance with Royal Caribbean’s SQM standards, USPH regulations, and onboard safety procedures.
• Support embarkation and disembarkation processes to create lasting first and last impressions for our guests.
• Monitor and manage guest satisfaction metrics and use feedback to continually improve service standards.
• Maintain accurate documentation, performance reviews, and departmental handover notes.

Qualifications:

• Minimum 1 year of front-of-house supervisory experience in hospitality, hotel, or cruise line settings.
• Strong guest service orientation with excellent conflict resolution and communication skills.
• Experience coaching and mentoring a culturally diverse team.
• Knowledge of US cash handling and foreign exchange procedures.
• Proficiency in Microsoft Office and office systems.
• High school diploma or equivalent required; additional hospitality training preferred.
• Fluent in spoken and written English; additional languages (Spanish, French, German, Italian, or Portuguese) are a plus.

Physical Requirements:

• Ability to stand, walk, reach, talk, and hear regularly.
• Capable of lifting up to 50 lbs occasionally.
• Full visual and auditory abilities required for emergency duties and communication.

• Register your profile with OSM Thome Recruitment tool on https://jobs.osmthome.com/jobs
• Upload your English CV to OSM Thome.