Hotel Director for Orient Express Sailing Yachts

V.Ships Leisure is looking for a Hotel Director on behalf of Orient Express Sailing Yachts.
The Hotel Director is responsible for the overall management, efficiency, and profitability of all front-of-house and accommodation-related operations onboard, including Guest Relations, Housekeeping, Butlers, and Concierge services. This leadership role ensures the delivery of exceptional guest experiences while maintaining the highest standards of service, cleanliness, and operational excellence. The Hotel director supports and assists the General Manager in the daily operation of the Hotel Department and acts as a key liaison between guests, management, and crew.

Key Responsibilities

Operational Management

• Oversee the day-to-day operations of Guest Relations, Housekeeping, Butler, and Concierge departments, ensuring smooth coordination and consistent service delivery.
• Develop and implement efficient operating procedures, aligned with company standards and maritime regulations.
• Conduct regular inspections of public areas, guest accommodations, and back-of-house facilities to ensure cleanliness, maintenance, and presentation standards are met.
• Monitor and analyze departmental performance, implementing corrective actions when necessary to maintain service and financial goals.
• Ensure effective coordination between the Rooms Division and other departments (F&B, Entertainment, Deck, and Engine) to optimize guest experience and operational flow.

Guest Satisfaction

• Drive guest satisfaction initiatives and maintain a strong onboard presence to anticipate and resolve issues promptly.
• Review guest feedback and comment cards, implementing service improvements and training based on trends and recurring issues.
• Collaborate closely with the Guest Relations and Concierge teams to ensure personalized, efficient, and anticipatory service.
• Lead by example in delivering the highest standards of hospitality and professionalism.

Compliance & Safety

• Ensure all Rooms Division operations comply with international maritime regulations, environmental policies, and safety standards.
• Maintain compliance with company policies related to hygiene, health, and safety protocols.
• Support emergency response and crisis management procedures as part of the ship’s command structure.

Financial & Cost Control 

• Manage departmental budgets, controlling expenses related to labor, supplies, amenities, and operational costs.
• Work closely with the General Manager and Chief Purser to monitor payroll, F&B cost allocations, and inventory management.
• Identify cost-saving opportunities without compromising quality or guest satisfaction.
• Prepare and review financial reports, forecasts, and variance analyses for the Rooms Division.

Team Leadership & Development

• Provide strong leadership, motivation, and guidance to all department heads and their teams, fostering a positive and high-performance culture.
• Conduct regular departmental meetings and performance reviews, ensuring alignment with company goals.
• Mentor and develop team members, supporting succession planning and cross-training initiatives. 
• Promote a culture of accountability, respect, and collaboration among all levels of staff.

Compliance & Safety

• Ensure all Rooms Division operations comply with international maritime regulations, environmental policies, and safety standards.
•  Maintain compliance with company policies related to hygiene, health, and safety protocols.
•  Support emergency response and crisis management procedures as part of the ship’s command structure.

 Key Performance Indicators (KPI’s)

• Attain target KPI’s, any deviation of target is required to have an explanation with plan to reach goal.
• KPI’s will be measured on Guest Satisfaction, Onboard Revenue, Onboard Costs and Crew Satisfaction; goals and expectations will be defined by Orient Express shore management.
• KPI’s are used as a measure for performance of the Hotel Director.

Key Behavioral Indicators (KBI’s)

• All KBI targets are expected to be attained.
• What gets measured, gets managed – daily assessment of costs, revenue, guest and crew engagement is required with adjustments made when targets are not reached.
• You must inspect what you expect – validating performance and standards, supporting and guiding crew to keep on target.
• Feedback – Consistent review of feedback from guests and crew, modify any behaviors or practices as needed and address any challenges with the assistance of shoreside management.
• Management by Walking Around  – Visibility is essential, communicate with crew and guests while visually inspecting your surroundings.
• In the Absence of facts, perception becomes reality – Follow Orient Express’s SOPs to ensure you have an objective view of standards. Manage perception by managing standards.
• Adheres to perfect grooming and uniform standards consistently (shaving, body odor, appropriate hair style with no non-natural color, no excessive jewelry, clean hands, clean/pressed uniform as per standard).
• Lead by example: The General Manager is an ambassador of Orient Express’ work philosophy and demonstrates a congenial yet effective management style, treating crew members with respect and fairness at all times.
  
  

Education/Experience/Qualifications:

• Languages: Fluent in English. One additional language preferred (French, German, Chinese, Spanish).
• Education: A university degree or equivalent in Hospitality or related field.
• Previous professional experience: Seafaring Hotel Director experience within the Luxury Cruise Industry (5 years) preferred; equivalent experience will be considered as an additional criterion. 
• Shipboard experience: Yes.
• Proficiency in MS Word, Excel & systems. 
• Knowledge of budgeting techniques and financial analysis. 
• Exceptional communication, problem solving and decision-making skills.
•  Valid STCW certificates. 
• Valid Pre-Employment Medical.
• C1D visa mandatory for all positions.  

About Orient Express

For the past 140 years, Orient Express has been sublimating the Art of Travel with luxury trains, unique experiences and collections of rare objects. And soon the heritage of this legendary train will be transported to a collection of hotels and sailing yachts around the world. Introducing a new art de vivre, a different kind of journey that promises unforgettable moments along the way and the same destination since the beginning: to make dreams come true.