Hotel General Manager

Department: Guest Svc

Employment Type: Fixed Term Contract

Reporting To: Captain

Description

Set a course for adventure with Princess Cruises! The employer of choice in the cruise industry, our fleet of Love Boats offer exceptional facilities and extensive professional development and recreational programs for our valued teammates who hail from more than 60 countries around the globe. 

An iconic brand beloved by millions, we love people who love what they do and work together to help our guests create a lifetime of wonderful memories while providing friendly, attentive and authentic service like only Princess can. 

As a member of the Princess Family, you’ll enjoy a truly adventurous career with excellent incentives, unlimited opportunities for growth, and ports of call that will leave you breathless.

As Hotel General Manager you will be leading the Hotel department in delighting and serving our passengers and achieving the highest level of customer service, product consistency, and profitability in line with the Company’s Core Values, brand pillars, and overall commercial, operational, and human resources strategy. 

Key Responsibilities

• Directs the day-to-day operational efficiency of all areas within the Hotel department in collaboration with the shoreside Hotel Operations Director. Constantly oversees the activities, assignments, and projects of shipboard Senior Hotel Management.
• Conscientiously coordinates the planning and documenting of current and future itinerary deployments, anticipating problems relating to revenue, demographics, logistics, and clearance requirements; accurately compiles and promptly submits to the Hotel Operations Director the Itinerary Planning document when required. 
• Coordinates the development of shipboard organizational plans to ensure maintenance periods run successfully. Works closely with the Technical department to minimize the effect of Hotel maintenance issues on passengers' cruise experience. 
• Regularly monitors the shipboard Hotel Key Performance Indicators. Reviews and analyzes the indexes on an ongoing basis, discusses and evaluates findings with team, and implements responsive action when appropriate. 
• Oversees the coordination of passenger embarkation, disembarkation, tender operations, and Shore Excursions to maintain Company standards. 
• Collaborates with the Chief Engineer Officer to maintain the proper appearance and functionality of all Hotel facilities and equipment at all times. 
• Collaborates with the Senior Doctor to ensure that all aspects of the Medical department’s passenger services, billing, inventory control, CDC and USPH records, and office hours are in accordance with Company standards at all times. 
• Responsibly oversees the financial performance of all revenue-generating departments in line with Company targets and guidelines. 
• Consistently guides onboard senior Hotel staff and revenue managers in promptly adjusting and improving revenue-generating programs in line with Company standards and policies. 
• Carefully monitors costs, expenditures, and inventory of all Hotel areas and achieves targets within established budget. 
• Constantly maintains a capital expenditure and Hotel maintenance project list; promptly submits report to the Hotel Operations Director as requested. 
• Promptly completes performance appraisals that are fair, objective, and accurate measurements based on observed behavior. 
• Observes each crewmember’s performance using his or her role description as a guide and delivers prompt and appropriate correction, improvement, or reinforcement. Coaches and develops skilled, engaged team members to become the Consummate Host.
• Meets individually with direct reports on a regular basis to build trust, establish effective relationships, identify personal development and career goals, discuss specific operational business issues, and create open lines of communication. 
• Acts as a Company representative and always portrays a positive image of Princess Cruises to all passengers, officers, and crew. 
• Always maintains professional, effective, and motivated working relationships across all functions, taking into account differences in cultures, backgrounds, and individual personalities. 
• Ensures that the overall product quality and service standards are met or exceeded by regularly developing, implementing, and participating in weekly Hotel Operations inspections. 
• Consistently reviews Passenger Relations feedback, Passenger in Focus files, Let Us Know forms, and other sources of information to identify trends and issues; takes prompt action to ensure that the team surprises and delights passengers. 
• Enthusiastically performs duties of Managing Chairman of the Shipboard CRUISE Steering Committee; ensures that all CRUISE program meetings and components are in place and that all officers and crew participate positively and actively. 

Skills, Knowledge & Expertise

• Ten+ years of progressive management experience in a leading hospitality setting with operational management experience in Guest Services, Rooms Division, Entertainment activities, F&B and revenue outlet operations
• Demonstrated leadership capabilities with proven business and organizational planning, coordination and execution
• Quality driven with a proven passion for building a guest-centric operation, delivering quality service standards, and adopting successful problem-resolution and trend evaluation techniques.
• Results driven with a proven ability to analyze, course correct as needed and hit established company targets through an understanding of present situation and how to adjust/adapt and implement positive changes in the delivery of the service and product
• Knowledge of policies and practices involved in the environmental, public health and human resources functions
• Ability to manage international staff at all levels positively and productively by motivating, developing, and managing employees as they work. Ability to coach and counsel to improve performance, administering the disciplinary process effectively
• Full comprehension of HACCP procedures for sanitation and cleanliness
• Personal characteristics include:
  •  Leadership ability
  • Self-motivated and self-directed
  • Strong presentation and public speaking skills
  • Strong verbal, listening, and excellent written communication skills
• Requires a collaborative work style:
  • Fosters cooperation and teamwork
  • Proven ability to work well under stress 
  • Must possess the highest level of integrity, discretion and judgment and can use those skills to build trusting relationships with others effectively

Preferred

• Innovative and creative thinker
• Results driven
• Proven and successful multi-discipline skills/experience at a senior level given consideration
• Bachelor's degree in hospitality management, business administration or related field from an accredited college or university or the international equivalent preferred
• Languages 

Benefits

Hotel General Managers within our shipboard team are afforded executive officer status, which ensures comfortable, individual accommodations and access to passenger facilities such as restaurants, the fitness center, and luxury pools. You will also receive a complete benefits plan, including medical, dental, and vision.  
Regardless of the rank or role, we are all one Princess team. Princess Cruises is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.