Entertainment and Engagement Manager - onboard luxury cruise line

Entertainment and Engagement Manager 

Rotation: 4 months on, 2 months off

Cabin: Single

Salary: Range $7500 to $8500. They would also be entitled to 4% vacation pay + 7% SARB (Sailing Assignment Return Bonus)

Summary:

The purpose of the Entertainment & Engagement Manager role is relentless Guest engagement and socializing. Everything they do must be focused on actively engaging with Guests and the connection between themselves and the Guests, our crew and the Guests, the company, and the Guests, etc. The position demands a high level of social and people skills as well as competent computer and administrative abilities. 

ESSENTIAL FUNCTIONS:
1. Guest Experience
• The Entertainment & Engagement Manager will focus primarily on relentlessly connecting and engaging with our Guests. Most of their time, energy, and focus will be on actively engaging with Guests and the connection between themselves and the Guests, our crew and the Guests, Windstar Cruises, and the Guests, etc.
• Hosts and is the ‘life of the party’ at evening events such as Liars Club, Dancing Under the Stars, 70s Dance Party, Latin Night, etc.
• Hosts and works closely with the Hotel General Manager to coordinate our signature events such as Captain’s Welcome Reception and the Farewell Event.
• Hosts and/or leads engaging daytime activities each day. The minimum requirement for daytime activities hosted and/or lead by the EEM is 4 activities on days at sea and 2 for port days. This does not include Captain’s Welcome Reception, Yacht Club Party, or Farewell Event. Examples are trivia, culinary demonstration (where the chef wants and/or needs the EEM to host), morning walk with guests, cornhole, dance class, etc. The Programming Menu found on the W: drive lists a variety of options. EEMs are encouraged to come up with their own ideas for daytime activities as well.
• Hosts and serves as producer and director for the Crew Show. Responsible for the quality of the show and responsible for ensuring that a sufficient quantity and quality of acts are featured.
• Interacts with guests every day, throughout the day, everywhere around the ship. The EEM should be the ‘go-to’ personality onboard that guests gravitate to. He or she must, therefore, have a very friendly, warm, courteous, and engaging disposition.
• The EEM will be expected, when possible, to help guests with any practical problems that may occur during a cruise. They will do this by taking a detailed note of the guest’s concerns or issues and then, if they cannot solve the issue themselves, directing the guest to the correct member of staff or department. The EEM should always follow-up to ascertain if the issue was resolved or not.
• Manages the AV Manager, the Band, and the Duo.
• Creates and implements new and engaging events and activities in partnership with the HGM and corporate Manger of Entertainment Operations.
• Schedules all (non-destination based) entertainment, enrichment, and Guest engagement-related vents each cruise and monitors them so that guest satisfaction is maintained.
• Produces the Daily Program for Guests each day.
• Proofreads and approves Wayfinder (IATV system) content each day.

Familiarize themselves with the Getslash CMS system (Wayfinder) to act as a secondary content administrator. The AV Manager acts as the primary content administrator.

• Works with AV manager to manage and operate onboard Audio-Visual Equipment (under the supervision and direction of Windstar’s Corporate AV Manager).
• Achieves or exceeds guest quality standards and ratings for entertainment.
• Performs and manages other entertainment, enrichment, and Guest engagement-related duties as assigned.
• Always maintains an immaculate and well-groomed appearance. Personal hygiene is extremely important.
• Does utmost to recognize guests and remember their names.
• Be friendly, but respectful to guests always.
• Be knowledgeable about the Windstar fleet and its place in the market.
• Maintains a level of physical fitness sufficient to carry out duties. 

Other Duties
• Encourages and motivates their team daily.
• Organizes scheduling for the department’s In-Port Manning (IPM) duties.
• Prepares handover notes per company standards.
• Maintains and orders relevant supplies.
• Produces the Daily Program from an existing template as well as other computer-based tasks.
• Adds all Entertainment & Engagement programming to the Cruise Layout planning guide.
• Supports performance management system and attends all mandatory onboard meetings.
• Liaises with the Corporate AV Manager to ensure the upkeep and maintenance of all hotel AV equipment is up to company standards.

Operational Efficiency
• Ensures operational efficiencies in all areas of entertainment, enrichment, and Guest engagement are maximized.
• Oversees activities of Band and Duo.
• As it applies to entertainment, enrichment, and Guest engagement, oversees the adherence to standard operating procedures, ensures that total guest satisfaction is achieved in a clean, safe, and healthy environment.
• Monitors, reviews, and analyzes key performance indicators (KPI’s) on an on-going basis.
• Promotes an environment where effective and best management practices are applied and where morale of crew reaches new heights.
• Manages their departments environment and culture in a way that leads to increased staff retention.
• Frequently conducts Quality Assurance rounds to prevent mistakes from reoccurring.

Organizational Development & Strategic Planning
• Analyzes current processes; identify areas of improvement; find the solution and implement in order to increase operational effectiveness within the department they manage.
• Supports management in the analysis, development and implementation of new entertainment, enrichment, and Guest engagement concepts.
• Keeps abreast of industry trends/concepts/products which may have a positive impact.
• Provides the Corporate Office with frequent feedback and input.

Staff Training & Development
• In conjunction with the HGM, oversees the effectiveness and completion of onboard training and orientation programs for musicians.
• Ensures that accurate and timely performance evaluations (and performance improvement plans, as needed) are completed for musicians.

Continually evaluates the performance of musicians and make performance improvement recommendations as required.

• Conducts regular staff meetings with musicians to communicate policies, discuss problems and coordinate solutions.

Safety & Compliance
• As it applies to the department they manage, performs General Emergency Organization duties as directed.

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 on-going team building meetings.
• Promotes and protects brand identity guidelines as established.
• Acts as a positive representative and portray 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.

Miscellaneous
• Ensures that all In-Port manning requirements, as they apply to the department they manage, are adhered to.
• Any other duties as assigned by the Captain, Director, Hotel Operations and/or Corporate Hotel Director.

POSITION QUALIFICATIONS:
• Relentless human connection and engagement must come naturally.
• Strong social media skills.
• Experience and deep understanding of entertainment, enrichment, and customer engagement.
• Good Emcee skills.
• Good creative insights.
• A basic working knowledge of audio-visual equipment.
• The ability to communicate with musicians and guest entertainers in an authoritative but compassionate way and to understand and be pro-active to their performance requirements.
• Strategic planner with sound technical skills, analytical ability, sound judgment and operational organization.
• Must have excellent communication skills and ability to relate to guests and employees at all levels.
• Must have ability to interface and maintain effective relationships with all departments and employees in a highly diverse environment and be able to execute operational imperatives in a swift fast paced and demanding environment.
• A problem-solving approach to difficulties.

Skills / Knowledge / Ability:
• Excellent social skills and a natural human connector
• Social Media skills
• Basic photography, for social media
• 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.

• Cultivate an environment whereby their team is motivated, knowledgeable and proactive.
• STCW 5-Part Basic Training (plus Security Awareness)