Onboard-Fleet Manager – Guest Services

BASIC PURPOSE:

As subject matter expert in Guest Services operation, the Fleet Manager is the traveling and shipboard extension of the Senior Manager Guest Services, ensuring the consistent communication, implementation and training of all Guest Services policies, Brand standards and procedures. Additionally, the Fleet Manager is the point person to assess adherence and ensure compliance through audits.

Starting and in keeping with the Culture Essentials, the Fleet Manager provides motivation, support, guidance and training to achieve constant improvement.

ESSENTIAL FUNCTIONS

(List and describe current major on-going responsibilities. These are the essential functions that are required to be performed of this job. List 8-10 responsibilities in order of relevant importance. Use action verbs to describe the duties.)

1. Actively supports the Company’s Culture Essentials drive
2. Assists with establishing and maintaining the Brand Standards
3. During ship visits assesses the performance of all Guest Services team members in relation to their job descriptions and the Company’s expectations.
4. Develops internal training programs
5. Conducts training sessions on Customer SERVICE and CARE techniques.
6. Conducts quality assurance audits on each vessel he/she visits.
7. Drives focus on achieving Guest Services targeted Guest satisfaction scores.
8. Participates in devising product, service and, when applicable, revenue enhancement initiatives and leads in the implementation of program related projects.
9. Actively participates in succession planning and career pathing by overseeing the training and development of candidates identified for promotion
10. Manages for constant improvement in product and service.
11. Works across departmental boundaries
12. Assists with the hiring process of Guest Services Management candidates using a lens Diversity, Equity and Inclusion.

POSITION SCOPE: 

As a direct representative of the Corporate Guest Services Department on the ships and as a conduit for the ship’s management to the Corporate Office, the Fleet Manager supports the operation by assessing and driving compliance on ships while providing feedback to Corporate on needed changes and improvements gathered from experience, observations and suggestions from the ships.

The fleet manager has complete operational decision making and enforcement authority within the boundaries of existing Guest Services policies and standards.

REPORTING RELATIONSHIPS: 

The Fleet Manager reports directly to the Sr. Manager Guest Services and, while on ships, has an indirect operational reporting relationship to the Hotel General Manager and to the Master for all matters Health, Environmental, Safety and Security related.

QUALIFICATIONS: 

Education:

College education – Bachelor’s Degree in Hospitality or Business Administration or related field or equivalent successful and progressive management experience
5 years of management experience in the cruise or hospitality industry

Experience:

Proven record as a successful leader with a high degree of knowledge in all aspects of Hospitality, Guest Services and Guest Satisfaction management as well as Team Member relations and development.

Knowledge, Skills & Abilities:

• High level thinker with the ability to see the global picture and build for growth
• Self-starter with proven motivational attributes to drive teamwork amongst a multi-national workforce
• Excellent team building skills
• Well-developed communication and presentation skills
• The ability to write and produce operational documentation
• Excellent skills of problem-solving and ability to manage multiple priorities while meeting deadlines
• Working knowledge of computers, internet access, and demonstated ability to understand and navigate within a variety of software programs and internal onboard system/programs.
• Strong organizational skills and attention to detail
• Strategic planner, with an innovative, hands-on, practical management approach
• Trustworthy, high ethical standards, ability to work autonomously, maintain a high degree of confidentiality

PHYSICAL DEMANDS & TRAVEL:

(List physical requirements and frequency required to perform essential functions of the job. Include average percentage of travel time required, if applicable.

Physical Demands:

• For the safety of yourself and others on board, certain physical abilities are expected to be maintained.
• Must be able to bend, climb, perform repetitive motion, and repetitively heavy lift.
• Must be able to work varied shifts which can average up to 12 hours per day everyday while on board.
• Must maintain physical fitness to perform tasks associated with job.

Travel Requirements:

• The Fleet Manager is will travel internationally 80% of the time while on contract assignment

WORK CONDITIONS: 

Working on a cruise ship is very different from any land-based occupation. Working hours are longer and work is more intense due to the constant demand of the guests. You must be very flexible in your working hours, which on occasion might have to be changed due to unforeseen circumstances. The Maritime Labor Convention of 2006 however strictly regulates these.

Apart from the working hours there are strict rules which all members of the ship’s company need to adhere to as stipulated by the Master’s standing orders. You work in proximity with your fellow Team Members and therefore respect among all is essential.