Hotel Operations Manager

2 semanas atrás

Lisboa, Lisboa, Portugal Mysticinvest Tempo inteiro
Hotel Manager Job Description

Mystic Cruises is a leading expedition ocean cruise line that offers an intimate and eco-friendly way to explore some of the most breathtaking destinations in the world. We provide a five-star service that brings our guests up close and personal with the beauty of nature, from Antarctica to the Arctic region, Northern Europe to the Mediterranean.

Key Responsibilities
  • Assume full responsibility for all aspects of the entire Hotel operation, including Food and Beverage, Accounting, Front Office, Tour Office, Entertainment, and contracted services.
  • Oversee the daily operations, revenue, and controlling of all costs.
  • Maintain an effective communication flow between the Hotel, Deck, and Engine Departments, as well as within the Hotel Department.
  • Keep the Master promptly and fully informed of any occurrence that might affect the navigation of the ship or the safety of persons onboard and/or the quality of services offered to guests.
  • Close cooperation with Department Heads, individual crewmembers, and Charter Personnel to avoid misunderstandings and ensure that the vessel is always manned according to needs.
  • Coordinate all Crew matters by establishing efficient communication between the ship and Mystic Head Office.
  • Encourage upward communication and forward all constructive criticism, positive comments, and suggestions from Officers and crew to the Mystic Head Office.
  • Safeguard the concepts, policies, and procedures of the Hotel Operations and Mystic Cruises by monitoring and reporting deviations.
  • Ensure that all personnel within the Hotel Department comply with the Company's health and hygiene standards in line with the latest Public Health and Sanitation regulations.
  • Spot check Food and Beverage areas with the Staff Captain on a regular basis.
  • Ensure a safe operation and working practice of the Hotel Department and any related matters affecting the safety of the ship, guests, and crew.
  • Appraise the Technical Department of the status of hotel equipment and any maintenance required, with special regard for equipment affecting the safe and hygienic operation of the ship and guest satisfaction.
  • Willingly maintain a highly visible profile by effectively interacting with guests and crew daily on a formal and informal basis.
  • Ensure the welfare and discipline of all members of the Hotel Department, including any concessionaire staff under their authority.
  • Guide all direct reports and ensure that everyone is updated with relevant shipboard and company information at all times.
  • Execute all aspects of planning and organizing of upcoming cruises for the Hotel Department and confirm future cruise layouts with the Mystic Head Office and all appropriate Department Heads.
  • Consult with the Captain and other Senior Officers regarding onboard activities or any other aspects of onboard operation.
  • Oversee the vacation plan for the Hotel Department together with the Chief Purser.
  • Ensure adequate resourcing of teams, regularly reviewing manning levels and the departmental organizational structure, developing innovative proposals that optimize the use of resources and decrease costs.
  • Conduct Performance Appraisals and approve appraisals submitted by the Department Heads.
  • Coordinate and delegate onboard and port functions.
  • Review daily guest feedback with department heads and, where applicable, agree on appropriate outcomes to ensure effective complaint resolution.
  • Monitor and resolve Guest issues, comments, and suggestions and update the Mystic Head Office accordingly.
  • Ensure departmental compliance with the Maritime Labor Convention directive on working hours.
  • Submit, and ensure that everyone in the Hotel Department submits, their Work Registration Forms correctly and that these are kept on file by the Chief Purser.
  • Submit an End of Cruise report after every cruise.
  • Act as a dynamic motivator and onboard ambassador for the Hotel Department through management by example.
  • Assume full responsibility for the efficient running of the entire Hotel Department and ensure that hotel standards, revenue, and controlling of all costs established by the Company are maintained.
  • Ensure that the overall Hotel Department product quality and service standards are met or exceeded by regularly developing, implementing, and participating in regular Hotel Department inspections.
  • Adhere to, and ensure that everyone in the Hotel Department adheres to, all Company Policies and Procedures, Manuals, and Directives.
Requirements
  • College Degree/Diploma required or Hotel Management School.
  • Minimum of three (3) years' experience in a luxury hotel as a Hotel Director or three (3) years' experience onboard a luxury cruise ship in a Senior Hotel Managerial position required.
  • Must be fluent in written and spoken English and German, any additional language would be a plus.
  • Must have very good communication skills.
  • Must have very good administrative skills (proficient in Outlook, MXP, Word, and Excel).
  • Must have excellent organizational skills and show attention to detail.
  • Must possess excellent leadership skills and the ability to interact with people of all levels.
  • Must be able to remain calm under pressure.
  • Must be able to communicate and implement corrective action steps in an effective, yet diplomatic fashion.
  • Needs to have an outgoing personality and possess a positive attitude, maintaining a friendly and approachable demeanor while making decisions in the best interest of the company at all times.
Additional Information
  • To control the operational cost (budget versus actual) of the Hotel Department onboard as requested by the Mystic Head Office without lowering product and service standards.
  • To forecast budget requirements related to all aspects of operational costs within the Hotel Department for the upcoming financial year.
  • To oversee the onboard accounting procedures and record keeping onboard, ensuring that all accounting matters comply with the accounting procedures determined by Mystic Cruises.
  • To control wage, overtime, and travel costs for the Hotel Department.
  • To ensure that Company property is maintained properly and treated with respect at all times.
  • Physical cash count of all currencies in the Chief Purser's safe to be conducted every month and verified with the cash statement in MXP.

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