Hotel General Manager
- Recruiter:
- Windstar Cruises
- Category:
- Management Jobs
- Position:
- Hotel Manager / Hotel Director
- Updated:
- September 5, 2017
Summary: The Hotel General Manager owns and leads the onboard hotel operations department to achieve the highest levels of guest satisfaction, product consistency and profitability. He/she sets the voice, tone, look and feel aligned with Windstar Cruises vision, mission, strategy, goals and culture.
ESSENTIAL FUNCTIONS:
1. Guest Experience
- Delivers the highest possible quality of culinary services on board.
- Monitors and resolves issues that are affecting shipboard hotel operations and the guest experience.
- Reviews and actions guests’ relations feedback, onboard focus files, WE CARE Letters and other sources of information to identify trends and issues, ensuring that guest expectations are not being compromised.
- Ensures satisfaction and service ratings meet annual targets. Formulates short and long term service improvement plans.
- Interacts with guests on both a formal and informal basis.
- Formulates and implements short and long range plans for improving guest service at all levels.
- Regularly reviews current Standard Operating Procedures (SOP’s) and proposes changes that will improve service to guests and crew, while keeping costs and budget in mind.
- Coordinates activities with various department heads to ensure effective planning of onboard programs.
2. Operational Efficiency
- Ensures operational efficiencies of all areas within the Hotel department are maximized.
- Oversees activities, assignments and projects of direct reports.
- Oversees the adherence to standard operating procedures ensuring total guest satisfaction is achieved in a clean, safe and healthy environment.
- Coordinates the onboard planning of future itinerary deployments, anticipating problems relating to demographics, logistics and clearance requirements.
- Coordinates shipboard organization plans to support the successful execution of maintenance periods working closely with the Technical Department ensuring negative impact is minimized.
- Monitors, reviews and analyzes key performance indicators (KPI’s) on an on-going basis.
- Oversees the coordination of passenger embarkation, disembarkation, tender operations and shore excursions to ensure company standards are maintained.
- Promotes an environment where effective and best management practices are applied and morale of crew is reaching new heights.
- Manages a hotel department environment which leads to increased staff retention.
- Frequently conducts Quality Assurance rounds to prevent mistakes from reoccurring when delivering services to guests and crew.
- Liaises with the Chief Engineer and Chief Officer to ensure the upkeep and maintenance of all hotel facilities and equipment is to company standards.
3. Cost/Inventory Management
- Monitors costs, expenditures and inventory of all hotel areas and achieves targets within established budget.
- Maintains an ongoing capital expenditure and hotel maintenance project list. Submits as requested to the Director, Hotel Operations.
- Liaises with shore-side management, monitors associated manning costs and the full operation of the onboard hotel department.
- Continuously reviews strategies to find new cost efficiencies, monitoring operating standards, manning levels, rotations and other cost saving opportunities.
4. Revenue Optimization
- Oversees the financial performance of the revenue departments in line with company targets.
- Guides onboard staff and revenue managers in promptly making adjustments and improvements to revenue generating programs on an as needed basis.
- Promotes and supports innovative ideas for enhancing commercial performance.
- Establishes a “Revenue Task Force Committee”; chairs a meeting once per voyage; submits minutes as appropriate to all involved including Seattle.
5. Organizational Development & Strategic Planning
- Analyzes current processes; identifies areas of improvement; finds the solution; implements; resulting in increased operational effectiveness.
- Reviews manning levels and the shipboard organizational structure to optimize the use of resources while decreasing costs.
- Develops long-term strategies to increase the operational effectiveness of the Pursers, General Administration, Housekeeping and Laundry Departments.
- Supports management in the analysis, development and implementation of new concepts.
- Keeps abreast of industry trends/concepts/products which may have a positive impact.
- Provides the corporate office with frequent feedback and input on ship requirements.
6. Staff Training & Development
- Oversees the effectiveness and completion of onboard training and orientation programs for hotel crew.
- Ensures that accurate and timely performance evaluations (and performance improvement plans, as needed) are completed for shipboard hotel management and their respective staff/teams.
- Continually evaluates the performance of Hotel Department Heads and makes performance improvement recommendations as required.
- Oversees the overall welfare of the ship’s company and encourages a strong and enthusiastic Crew Club.
- Conducts regular staff meetings with senior hotel staff to communicate policies, discusses problems and coordinates solutions.
- Develops and maintains a staff succession strategy which allows Windstar Cruises to promote within.
- In conjunction with the Heads of Department, approves all personnel actions onboard such as promotions, transfers, demotions, performance issues, and terminations.
7. Safety & Compliance
- Ensures compliance with Fleet Regulations and other internal, external and governmental regulations.
- Ensures that internal and external audit findings are addressed in an appropriate and timely manner.
- Ensures compliance with Public Health standards. Coordinates onboard resources and responses in case of increased sanitation levels driven by NoV, H1N1 or other outbreak situations.
- Ensures strict adherence to all hotel related safety and environmental policies and reports non-compliance issues.
- Performs General Emergency Organization duties as directed in the ERO.
- Ensures appropriate training is conducted as stated in the “Code of Safe Working Practices”.
8. Corporate Culture Management
- Communicates and preserves the company’s values, beliefs, goals and initiatives by managing, sharing and promoting our Core Values through positive communication during team building meetings on an on-going basis.
- Promotes and protects brand identity guidelines as established.
- Acts as a positive representative and portrays a positive image of Windstar Cruises to all guests, outside agencies, travel professionals, VIP’s, Xanterra
- Corporation, Windstar corporate employees, fellow officers and crew.
- Establishes a professional, effective and highly motivated working relationship across all functions, taking into account differences in cultures, ethnicity and personality.
- Communicates and promotes the achievement of company goals and objectives.
- Effectively “Manages By Walking Around” as per standards developed by the Windstar Cruises.
9. Miscellaneous
- Participates as a leading member of the Onboard Executive Committee and attends all meetings.
- Ensures that all In-Port manning requirements are adhered to.
- Any other duties as assigned by the Captain, Director, Hotel Operations and/or Corporate Hotel Director.
POSITION QUALIFICATIONS:
Education/Experience:
- 3 years’ experience as Hotel Director on small cruise ships or F&B Director on large ships.
- A total of 10 years’ experience in a cruise ship/shore-side related senior management position.
- Graduate of a recognized Hotel Management or F&B/Catering Management School.
- Must have thorough F&B Knowledge.
- Extensive experience and knowledge in all aspects of hotel/cruise ship operations within the US/Worldwide.
Skills/Knowledge/Ability:
- Efficient and effective bottom line operator.
- Strategic planner, with an innovative, hands-on, practical management approach.
- Ability to provide leadership and motivation to employees in pursuit of company goals.
- Works independently and resolves complex issues from shore-side and shipboard management.
- Cultivates an environment whereby the shipboard management team is motivated, knowledgeable and proactive.
- STCW Training: 4 Part Basic Training, CPSC and Crisis Management & Human Behavior.
Authority:
Reports to the Captain and shore-side Director, Hotel Operations. Oversees Food & Beverage, Guest Programming, Rooms Division, Guest Relations, Voyage Leader, Housekeeping and all onboard Revenue departments.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Travel to the ships and extended stay up to 4 months on board is required. Occasionally required to lift and/or move up to 40 pounds. Specific vision abilities required by this job includes close vision. Some stress may occur.
STCW Certificates
You will need valid STCW certificates to apply for this position. Find an STCW course near you.
Work Experience Requirements
All applicants must have previous experience in working on a Cruise Ship and in a 4/5* Hotel or Upscale Restaurant.
Language Requirements
Good knowledge of the English language is required.
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