General Manager (Shipboard)

Department: Administration

Employment Type: Fixed Term Contract

Reporting To: AVP, Cruise Hotel Operations

Description

Functions as the strategic shipboard business leader of all onboard Cruise Hotel Operations. Leads the onboard guest experience for the following areas: Guest Services, Housekeeping, Finance, Food and Beverage/Culinary, Human Resources, Ritz Kids, Retail, Entertainment, Enrichment, The Shore Collection, Spa, Wellness, The Art Program and Medical Services. 

Working closely with the onboard Guidance Team and all direct reports, the General Manager leads the implementation of all cruise hotel operations strategy ensuring the consistent implementation of The Ritz Carlton Gold Standards and all brand service strategy and brand initiatives. The position ensures that all guest service delivery and operations meet the brand's target customer needs, ensuring maximum employee satisfaction while focusing on growing revenues and maximizing onboard financial performance. As a member of the Guidance Team, the General Manager develops and implements all onboard property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand's target customer and all Ladies and Gentlemen, providing a return on investment while maximizing total guest satisfaction.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Lady or Gentleman for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice. All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality and Environmental standards.

Essential Duties

1. The onboard Brand Ambassador in ensuring The Ritz Carlton Culture and Credo are demonstrated and delivered by all Ladies and Gentlemen onboard
2. Understands the importance of spending time with guests to understand their needs and communicates opportunities to direct reports where experiences can be improved and refined in the moment  
3. Plans, coordinates and shapes the operation of the onboard Cruise Hotel organization. Leads the function of all Cruise Hotel Ladies and Gentlemen through the management of department heads. Mentors, motivates, develops and inspires all Ladies and Gentlemen in their care 
4. Emphasizes the importance of “The Three Steps of Service” throughout all development and training for the onboard Cruise Hotel Operations teams and all OBR partners
5. Ensures the highest level of guest experience by ensuring the delivery of quality guest services and amenities within Ritz-Carlton brand standards. Serves as the highest level of authority in answering all guests' questions and resolving issues immediately. Proactively seeks to understand guest feedback from their experiences
6. Establishes and maintains strong and effective internal communications including regular department head meetings to ensure optimum teamwork and productivity
7. Continually encourages teamwork and cooperation between all Hotel and Marine Ladies and Gentlemen. Encourages transparent and regular communication with Captain and all Guidance Team members, keeping everyone involved in key Cruise Hotel activities
8. Implements the business and operating budget plans to ensure optimum total guest satisfaction, sales potential and profitability. Reviews operating budgets and revenue reports. Analyzes established goals and objective compared to actual results and implements recommendations to achieve projected goals
9. Monitors cash management programs and purchasing practices including inventories and receivables. Allocates funds, authorizes expenditures, and assists in planning budgets for departments. Provides approval for non-standard requisitions for supplies and equipment
10. Works in conjunction with the Chief Officer to ensure the highest standards of Public Health and guest / employee comfort. Oversees all outbreak prevention planning including delivery of all onboard sanitation protocols
11. Conducts regular inspections to ensure all front of house and heart of houses areas are kept in optimal condition by full implementation of preventive maintenance programs and proactive planning and management
12. Champions all boarding and departure planning and experience delivery as relates to turnaround days. Manages all turnaround day (arrival and departure) guest experiences on behalf of Cruise Hotel Operations
13. Ensures the security and safety of guests and shipboard employees through established emergency procedures
14. Partners with SVP, Cruise Hotel Operations and VP, Financial Planning & Administration to develop all onboard revenue KPI’s and balance scorecard metrics

People Management

1. Model and hold others accountable for promoting the Gold Standards, respect and fair treatment
2. Ensures the Daily execution of Line-up in accordance with company standards and Brand Guidelines
3. Sets the department’s expectations for desired behavior, knowledge and skill levels
4. Coaches others by providing constructive feedback; helps others identify developmental needs and monitors progress; promoting an environment where everyone is valued and included
5. Demonstrates alignment with corporate strategies and initiatives while ensuring alignment throughout the yacht organization

Qualifications

1. Ten (10) plus years Hotel management preferred in a combination of five-star hotels and luxury cruise
2. Five (5) years onboard Hotel management minimum required in luxury cruise
3. Proven operational experience in leading either Food and Beverage and/or Rooms division
4. Significant exposure to International markets of luxury hospitality
5. Proven record as a successful hospitality leader with a high degree of knowledge in all aspects of Cruise Hotel management including financial results, guest satisfaction and employee relations aspects of the job
6. Strategic thinker will the ability to see the global picture and build for the future growth of the brand
7. Excellent team building skills and a natural leader
8. Excellent skills of problem-solving and the ability to manage multiple priorities while meeting deadlines
9. Proficient in the use of computers, Internet access, and the ability to navigate with a variety software packages such as Excel, Word, or related programs
10. Impeccable organizational skills and attention to detail
11. Proven ability to understand, coordinate and lead the development of budgets, develop staffing plans and workflows to meet the needs of guests and budgetary requirements
12. Trustworthy, high ethical standards, ability to work autonomously and maintain a high degree of confidentiality

• While performing the duties of this job, the employee is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The Lady or Gentleman must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• All Yacht Ladies and Gentlemen must be physically able to participate in emergency lifesaving procedures and drills. Full use and range of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats. Ability to lift and/or move up to 50 pounds.
• All Yacht Ladies and Gentlemen must be able to communicate in the English language in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.