Job Summary:

The primary role of the Assistant Hotel General Manager is to assist the Hotel General Manager in the overall management of Hotel operations with additional emphasis and direct responsibility for Guest Services, Housekeeping, Laundry and Photo departments along with oversight of Corporate revenue partners for Casino, Spa, Effy and Dufry. Achieve the highest level of guest service and service recovery to improve NPS and ship condition ratings and surpass on board guest satisfaction rating and revenue targets. Focus to be on providing product consistency and profitability in line with the company’s Core Values, Brand Procedures and overall commercial, operational and human resources strategy. Acts as a Company representative and always portrays a positive image of the company to all guests and team members.
In this role, the Assistant Hotel General Manager will also foster close working relationships with the other Hotel Departments and more specifically Food & Beverage and Entertainment. In the absence of the Hotel General Manager, the Assistant Hotel General Manager will assume responsibility for the entire Hotel Department.

KEY RESPONSIBILITIES:

Guest Satisfaction

• Ensures the highest level of guest satisfaction by providing premium guest services and amenities while aligning with Holland America Line’s brand procedures and delivery of strategic initiatives.
• Ensures that the overall Guest Services, Housekeeping, Laundry and assigned onboard revenue product standards are met or exceeded by regularly revising and conducting Inspector Quality Assurance Inspections.
• Ensures that all guest service standards are in place through continual inspections and monitoring of guest feedback from all avenues during the cruise and post cruise.
• Each voyage monitors GSS ratings to ensure they are meeting targets. Collaborates with the Hotel General Manager to formulate immediate and long-term product delivery and service improvement plans as needed.
• Monitors IssuTrax daily for open service recovery issues that have been logged to ensure follow up action has been taken and the matter is resolved within the set priority levels. Ultimately there should be no open issues when guests disembark.
• Willingly maintains a highly visible profile by effectively interacting with guests and crew daily to keep the pulse on guest/crew satisfaction.
• Conducts a daily IssuTrax management meeting which will include discussion of service delivery issues to maximize guest satisfaction.

Revenue and Cost Management

• In collaboration with the Finance Manager, carefully monitors costs, expenditures, and inventory for Housekeeping and Photo departments and achieves targets within established budget.
• Provides oversight and regularly reviews onboard compensation issued to guests to safeguard assets while maximizing goodwill.
• Constantly maintains a capital expenditure and Hotel maintenance project list; promptly submits report to the Hotel General Manager as requested.
• Regularly reviews strategies and processes to optimize cost efficiencies.
• Drives onboard revenue performance and achieves revenue objectives in his/her areas of responsibility
• Oversees marketing, advertising and promotional material and activities in his/her revenue areas while remaining consistent with the company’s goals and brand standards.
• Participates in revenue meetings and takes necessary actions to maximize revenues fostering a team approach for all participants that supports small innovations and ideas for enhancing the commercial performance.
• Works with the Hotel General Manager and Entertainment Director to strategically plan promotion of OBR activities and maximize revenue opportunities while considering the overall guest experience.

Operations

• Directs, Oversees, plans and coordinates the day-to-day operational efficiency of Guest Services, Housekeeping, Laundry and Photo Operations onboard the vessel.
• Establishes and maintains effective internal communications and oversight of his/her department’s performance through regular department head and other interdepartmental meetings fostering  teamwork, productivity and efficiencies.
• Supports with the planning and execution of all groups and in-port functions.
• Ensures each division within their area of responsibility adheres to all policies & procedures in support of a consistent and efficient operation.
• Continually reviews product, policies and procedures and promote changes that will improve the guest experience and revenue performance.
• Collaborates with the Hotel General Manager and Chief Engineer to receive updates and resolve any maintenance issues that have a negative impact on the appearance of the guest private and public areas and that affect the overall guest experience or revenue generation.
• Builds long term maintenance plans for those areas that require a dry- dock intervention or travelling working squad to resolve the issue.
• Always ensures the maintenance of appearance and functionality of hotel areas and equipment under their responsibility.

Staff Management and Development

• Always maintains professional, effective, and motivated working relationships across all functions, taking into account differences in cultures, backgrounds, and individual personalities.
• Knows management team’s role descriptions and communicates clear expectations based on each role description.
• Promptly completes performance appraisals that are fair and objective, based on observed behavior.
• Observes each manager’s performance using his or her role description as a guide and delivers prompt and appropriate feedback. Coaches and develops skilled, engaged team members.
• Identifies top performers and mentors them for career advancement or promotion.
• Continuously drives and coaches team members ensuring seamless delivery of the guest experience.
• Regularly monitors the effectiveness and completion of onboard training programs and participates as a facilitator as required.
• Continually supports the overall welfare of the team members.
• Meets individually with direct reports to build trust, establish effective relationships and communication, identify personal development and career goals, discuss specific operational business aspects, and creates open lines of communication.
• Regularly monitors direct reports to ensure they are providing constructive and consistent coaching, professional development, and feedback to their reporting staff.

Safety and Compliance

• Ensures that all safety & security policies and procedures are in place and followed by his/her department team members to maintain the wellbeing of all guests and crew.
• Ensures compliance with Hotel Policies & Procedures, Fleet Regulations, and other applicable internal, external, and governmental regulations at all times.
• Ensures that all issues found during internal and external audits are appropriately and timely addressed and resolved and develops plans to prevent repeat occurrences.
• Maintains current, accurate knowledge of public health standards and ensures compliance throughout all areas of responsibility. Supports the coordination of onboard resources and the response in case outbreak situations necessitating increased sanitation levels.
• Always ensures crewmembers strictly adhere to safety and environmental policies and immediately report non-compliance issues.
• Comply with company policy regarding waste separation and environmental compliance
• Conduct regular training with all departmental team members on food waste separation and environmental compliance as per Global Hess policies
• Promptly performs General Emergency Procedure’s duties as directed in the ERP.
• Supports/Oversees compliance in his/her Departments of all ECP, HESS and VSP policies and procedures.

Core Competencies:

• Builds strong teams and encourage inter-departmental collaboration.
• Drives the team forward by ‘leading-by-example’ and providing regular and focused performance feedback.
• Always commits to establish and maintain courteous and professional working relationships in a diverse cultural environment by promoting a harassment-free environment.
• Passion to be successful and innovate by ensuring delivery of exemplary service across all guest touch points.
• Promotes and leads “Agent of Change”; conceives, strategizes, communicates and leads.
• Results driven
• Operates with a “Leader vs. Manager” approach, thus creating a dynamic team.
• Acts as a Corporate & Brand ambassador with the onboard teams supporting and driving all long-term company goals and Brand direction.
• Promotes efficiencies in time management and resources through holding structured, documented and concise meetings and inspections.
• Exercises emotional intelligence to communicate effectively throughout all levels of the operation
• Instrumental in accurate and effective budgeting
• Demonstrates strong Fiscal responsibility, working together with relevant department heads for day-to-day oversight as well as Voyage/Monthly/YTD overview with an expectation to meet and/or exceed targets.
• Encourages input of direct reporting management – create a team of ‘stakeholders’ who provide ‘collaborative leadership
• Ability to lead teams in a positive and productive manner by inspiring and developing individuals and effectively managing processes.
• Demonstrated leadership presence with the ability and commitment to make complex decisions in line with all Company values and guest service ethics.
• Organized, detail oriented, and accurate with solid executive management and planning skills.
• Strong and personable communicator with outstanding social skills and a warm friendly caring personality.
• Passionate, energetic and wholly dedicated to maintaining and developing a culture focused on personalization, empowerment and service recovery.

Desired Skills & Experience:

• Minimum of five years of experience as a senior sea-going leader within the cruise industry (premium or luxury market preferred) or with a large premium or luxury hotel/resort is required.
• Bachelor’s Degree in Hospitality Management (preferred), Business Administration or related field from an accredited college or university or the international equivalent.
• Current knowledge or good familiarization with the US Vessel Sanitation Program(U.S.P.H.)
• Exceptional communication and interpersonal skills.
• Excellent computer software skills required (Word; Excel; Outlook etc.)
• Ability to speak and write English fluently. Proficiency in at least one of the following languages would be an advantage – Dutch, Spanish, or German.
• Ability to lead with a perspective in a culturally diverse and dynamic environment.
• Knowledge of the principles and processes involved in business and organizational planning, coordination and execution. This includes resource allocation, work force planning and management, leadership techniques and production methods.
• Knowledge of the principles and processes for providing personalized services, including: needs assessment techniques, quality service standards, alternative delivery systems, and guest satisfaction evaluation techniques.
• Knowledge of policies and practices involved in the human resources function.
• Ability to lead teams in a positive and productive manner by inspiring and developing individuals and effectively managing processes.

Note: Other duties as assigned included and not limited to Health, Environmental, Safety and Security responsibilities.