Department: Hotel

Reports To: Senior Vice President Guest Experience & Product Development

Job Summary: The Hotel General Manager has the overall operational and financial responsibility for the entire Hotel Department on board the vessel. Modelling the Culture essentials and working with the Ship’s
Executive Committee as well as through the Leaders of each Hotel discipline, focus shall be on achieving and exceeding

• safety and environmental compliance standards
• guest satisfaction level goals,
• consistent product delivery in alignment with Brand Standards
• compliance with regulatory and corporate policies
• targeted profitability levels for the business unit through maximized revenue opportunities and savvy cost management, and
• effective staff development and overall Hotel crew welfare.

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.
• Through various support programs and reporting tools both onboard and ashore, provides analysis and establishes action plans for the department’s senior leadership based on the feedback from electronic Guest Surveys as well as other guest feedback and problem tracking programs.
• Regularly updates Shoreside leadership on action plans and results.
• Ensures that all guest service Brand standards are in place through continual inspections and monitoring of guest feedback from all avenues during the cruise and post cruise.
• Maintains awareness of AIMS guest issue management through subordinates’ feedback and provides guidance or assistance when necessary to ensure none or minimal open issues upon guest disembarkation.
• Maintains a highly visible profile by effectively interacting with guests and team members daily to keep the pulse on guest/team member satisfaction.

Revenue and Cost Management

• Conducts periodic reviews of financial benchmarks and reports with the Finance Manager and acts accordingly to achieve established targets on costs, expenditures, and inventory levels for all Hotel Departments.
• Regularly reviews capital expenditure and Hotel maintenance project lists.
• Drives onboard revenue performance and achieves revenue objectives in all Hotel areas.
• Oversees marketing, advertising and promotional material and activities in the designated revenue areas while remaining consistent with the company’s goals and brand standards.
• Chairs revenue meetings prompting necessary actions to maximize revenues by fostering a team approach for all participants.
• Responsible for all cash onboard the vessel and ensures that all Accounting and Financial policies and procedures are followed and complied with.

Operations

• Directs and oversees all Hotel Operations onboard the vessel.
• Promotes effective communications within Hotel through regular department head and other inter-departmental meetings fostering teamwork, productivity and efficiencies.
• Works with the Executive Committee to foster a “One Team” approach towards the delivery of exceptional service and facilities to drive the overall guest experience as measured by ratings and support total team member welfare goals.
• Builds long term maintenance plans for those areas that require a dry-dock intervention or travelling working squad.
• Develops new brand-centric initiatives, programs and innovative hospitality concepts for review and approval by applicable GEPD department heads ashore for potential testing and implementation within the HAL brand.

Staff Management and Development

• Models and champions the Culture Essentials by driving improvement through empowerment, respect and effective open communications, always maintaining a professional, ethical and evenhanded approach accounting for inherent 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, objective, and based on observed behavior.
• Identifies top performers and mentors them for career advancement or promotion.
• Continuously motivates 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.
• Regularly monitors direct reports to ensure they are providing constructive and consistent coaching, professional development, and feedback to their subordinate staff.
• Seek input and guidance from the HRM on issues relevant to team members welfare, training, and well-being to maintain a constant awareness and pulse on the human aspect of the operation both at an individual level and as groups.

Safety and Compliance

• Oversees compliance in the Hotel Department of all ECP, HESS and VSP policies and procedures.
• Ensures that all safety & security policies and procedures are in place and followed by all hotel 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 Team members 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.
• Conducts regular inspections along with Senior Staff Officers and Department Heads of all areas of the vessel and follows up on defects and action plans identified as a result of those inspections.

Core Capabilities:

• 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.