Senior Manager, Hotel Services Travel / Tourism

Job Title:
Senior Manager, Hotel Services Travel / Tourism
Job Location:
Southeast
Relocation:
No
Position Level:
Senior Manager
Position Report To:
Vice President, Cruise Hotel Operations
Position Responsibilities:

The Senior Manager, Hotel Services will oversee the day-to-day operation of Guest Services and Housekeeping. This hands-on expert will work closely with the Vice President, Cruise Hotel Operations, and Vice President, Financial Planning & Administration, to drive total guest satisfaction across all of the onboard Hotel Services areas. 

CORE RESPONSIBILITIES 

Guest Experience 

  • Leads the onboard Guest Services and Housekeeping Departments with specific emphasis on the guest experience and total guest satisfaction
  • Champions the Personal Concierge Program to deliver top-quality experiences for all guests before, during, and after their cruise
  • Supports the day to day operations of onboard Housekeeping and Laundry, including training, brand quality and service delivery, delivered within forecasted financial expectations 
  • Assists the VP of Cruise Hotel Operations with development, execution and audit of all brand standards and SOPs
  • Assists the VP of Cruise Hotel Operations with crisis management, public health, and injury prevention planning and program execution
  • Partners with Marine Operations Leadership to develop a Preventative Maintenance Program for all hotel-related facilities management and drives inititives to stay ahead of refurbishment planning
  • Ensures all fleet sanitation and accommodation service standards meet or exceed United States and global public health requirements 

Guest Satisfaction

  • Partners with VP, Cruise Hotel Operations, and VP, Financial Planning & Administration, to develop all onboard Hotel Services programs, milestones and key metrics, including Guest Services Responsiveness, Suite Cleanliness, In-Suite Service Metrics and Guest Satisfaction targets
  • Supports the day to day running of all onboard Guest Services and Housekeeping operations
  • Collaborates on the Guest Satisfaction Target Setting process, including analysis of emerging trends and guest satisfaction detractors, to ensure 360° approach to defining “Guest Voice” and performance tracking metrics

People and Brand Culture  

  • Assists VP, Cruise Hotel Operations, in partnering with third party recruitment team to drive recruitment strategy for Hotel Services team
  • Partners with HR Brand Ambassador to create, develop and make recommendations on all brand onboarding and training. 
  • Identifies recruitment requirements, candidate profile needs to put in place hiring strategies that ensure the right fit of talent for the Guest Services and Housekeeping Departments
  • Oversees day to day relationship with 3rd party recruitment partner, escalating to VPCHO as appropriate 
  • Through regular ship visits, audits the onboard operation and recommends action plans around guest safety, guest experience, and brand culture
Percent Travel:
30
Direct Reports:
Yes
Experience Required:

Education:

  • Bachelor’s degree in Hospitality Management or equivalent experience
  • Demonstrates curiosity regarding Hospitality trends, including an awareness of what is trending in luxury and an understanding of global savvy traveler needs

Experience:

  • 5 years in Luxury Hospitality/Hotels required, with 5+ years shipboard hotel management or 5+ years land-based hotel management
  • Strong understanding of Luxury Hotel Concierge and Butler Programs 

Skills:

  • Proven record as a successful leader with a high degree of knowledge in all aspects of Hotel management including financial results, guest satisfaction, and employee relations
  • A flair for hospitality and the attention to detail required to craft consistent bespoke luxury experiences 
  • High level thinker with the ability to see the global picture and build for the future growth of the brand
  • Excellent team building skills
  • Well-developed communication and presentation skills
  • Excellent problem-solving skills and ability to manage multiple priorities while meeting deadlines
  • Competency in Microsoft Office and Hotel software including payroll, purchasing, inventory, point-of-sale systems
  • Strong organizational skills and attention to detail
  • Proven ability to develop and meet budgets, develop staffing plans and work flows to meet the needs of guests and budgetary requirements
  • Trustworthy, high ethical standards, ability to work autonomously, maintain a high degree of confidentiality
Education Required:
BS/BA
Other Remarks: