RCI - Manager, Hotel Operations in City of London

The Manager of Hotel Operations is responsible for maintaining and improving the product execution for the Oasis Class and Icon Class vessels and ensuring all concepts and standards are followed and monitored. The Manager oversees all Oasis Class neighborhoods, Open Deck areas, Boarding and Departure in turnaround ports and a seamless on/off the ship operation in the various port of calls. He or she shares the overall responsibility for the execution of the OPP Plan across the Hotel shipboard organization.

The Manager of Hotel Operations role is the steppingstone to the Associate Hotel Director role and eventually to the Hotel Director position. Successful Managers have demonstrated exceptional leadership skills, a strong ability to build business relationships and achieve results through others while working in a very fast-paced and physically demanding environment. Other behaviours that characterise high performing Managers include being self-driven, proactive, and showing a growth and problem resolution mindset.

Qualifications

• 3 years or more operational experience above Front of House Divisional head position with a proven ability to manage and lead.
• Knowledge of the principles and processes involved in business and organizational planning, coordination and execution, including strategic planning, resource allocation, manpower modeling, leadership techniques and production methods.
• Knowledge of the principles and processes for providing customer and personal services including needs assessment techniques, quality service standards, alternative delivery systems, and customer satisfaction evaluation techniques.

Essential duties and responsibilities

• Updates the Hotel Director on the cruise flow daily, including managing the gangways for arrival and departure in each port of call, informing the Hotel Director of ship clearance, guest off and on experience and confirming zero counts.
• Internal reviewer for all annual Hotel compliance and divisional operational audits and ensures that corrective processes are in place and reports completed for audit findings within Hotel Operations.
• Champions the Royal Way program onboard and ensures the culture is promoted throughout the ship to encourage Hotel and Marine teams to be fully engaged.
• Recruit, motivate, and develop staff to encourage continuous growth and retain and develop talent amongst all crew.
• Assists the Hotel Director in implementing the business and operating budget plans to ensure KPIs and metrics meet targets. Reviews operating budgets, revenue reports, analyses established goals and objectives compared to actual results, and implements recommendations to achieve projected goals.
• Ensures the security and safety of guests and shipboard employees through established emergency procedures. Oversees the Evacuation Control Center (ECC) in conjunction with the Hotel Director. Monitors crew drills and ensures effective training is completed.