The Sailor Service Director is responsible for the entire Sailor Services and Customer Relations operation including the day to day running of reception, Passenger embarkation and disembarkation, cabin changes, lost luggage, future cruises and shore excursions.
The Sailor Services Director is the Virgin Voyages ambassador, ensuring all Sailors have the most memorable, ultimate vacation by being their primary contact during their stay.
They are the main point of communication between Sailors and the shoreside office in ensuring all queries, feedback and any issues are handled in professional and efficient manner.
What You’ll be Up To:
Continually develop and implement original and fresh techniques to enhance the Sailor service onboard.
Utilizes Sailor feedback and ratings to establish a positive culture throughout the Sailor services team.
Supports the Sailor Sailor Services and Help Desk staff with queries from Sailors and takes control of issues with Sailors when escalated.
Keeps and maintains accurate records of discussions/correspondence with Sailors and communicates all complaints onboard to shore-side management.
Monitors all Front of House staff, ensuring a high level of service is delivered at all times.
Co-ordinates with sub-department heads on opening hours in all public and crew areas and for adherence to all events onboard as per the daily programme following approval from the Hotel Director.
Monitors work and rest hours and attendance for all Sailor service staff ensuring they meet MLC regulations.
Control of ship financial operation, reporting and statistics and internal auditing as required.
Maintains ship’s funds and cash availability.
Overall responsibility for the vessels Customs and Immigration clearances along with ship’s documentation when entering/leaving Port.
Prepare appraisals for individuals under their remit in accordance with Virgin Voyages policies.
Attends passenger functions as required by Head of Department.
Partake in inspections, trainings and meetings as required by Head of Department.
Ensures that the set standards are kept and staff members work according to their respective job descriptions.
Super Powers Required:
Minimum 3 years’ experience as Front of House Management role.
Financial background, skills in accounting and administration.
Demonstrated experience in motivating, leading and engaging a diverse workforce to increase synergy and improve productivity.
Passionate about people and able to handle Sailor complaints with a smile!
All certificates as required by the STCW code for this position.
Good command of the English Language
Sailor Service Manager
Help Desk Supervisor
Help Desk Staff
Sailor Services Coordinator
What Matters to Us
At Virgin, your personality matters as much as how good you are at what you do. We want you to bring it to our hang out spot and help make the place even better. So, we won’t be surprised to hear that when people talk about you they say you are clever, on top of it, able to think ahead, intuitive, passionate and someone people respect and enjoy working with because you make things happen.
The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.” The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.