Chief Housekeeper for Silversea Cruises

Chief Housekeeper for Silversea Cruises

Department: Hotel

Employment Type: Contract

Location: Shipboard

Description

V.Ships Leisure is looking for Chief Housekeeper on behalf of Silversea Cruises. Overall responsibility of delivering high quality, efficient, individualized and technically excellent butler and cleaning services in guest suites, public areas and back of house in accordance with Company Policies, strictly upholding any Public Health standards and towards a goal of achieving total guest satisfaction.

Key Responsibilities

• Provides guests and crew with the highest quality butler and cleaning services by managing and overseeing the entire Housekeeping operation.
• Visits and constantly walks all areas of the vessel to verify their smooth running, acting on and following up any issues found to ensure that standards are not affected.
• Proactively interacts with all guests in order to identify their expectations and needs fulfilling them promptly. Demonstrates utmost sincerity and hospitality with all guest interactions.
• Ensures in collaboration and practices good people management, maintaining proper conduct with all departments around the ship.
• Ensures that all guest requests, enquiries and complaints are responded to immediately and are followed up on efficiently and to the guests satisfaction.
• Regularly monitors customer satisfaction and ensures personal responsibility and accountability. Reviews all mid cruise and end of cruise comment cards and acts accordingly. Guest satisfaction being measured on a cruise by cruise basis by guest rating scores.
• Checks all VIP status and big suites on embarkation and ensures that all in-suite procedures are executed. Carries out random checks on all other suites on embarkation.
• Supervises and ensures that an equitable In Port Manning schedule for the Housekeeping team is maintained and displayed in an area accessible to all team members.
• Ensures confidentiality when handling sensitive information.
• Practices good administrative housekeeping for all employee records (i.e. training attendance sheets, test results, verbal counsels, resting hours). Inducts, trains, coaches and leads crew to consistently deliver superior levels of performance.
• Prepares cruise reports, identifying and suggesting ways to improve guest service and satisfaction and ensures the maintenance of the complaint log and operational costs.
• Follows Public Health requirements, Maintains logs, company product and service standards and procedures, ensuring the Silversea product and service standards and procedures are in place and maintained.
• Liaises with the HR Manager with regards to personnel issues, so they can be effectively dealt with, aiming to continuously improve the service offered (i.e. staff planning, skills, shortages, service standards and other training).
• Maintains a consistent and fair corrective action system and demonstrates a high and consistent level of organization and management.
• Carries out turnaround crew meetings to ensure that all necessary information is properly communicated to all concerned. Ensures that all the Housekeeping team receive all the information they need to perform their duties, including guest numbers, VIP information and any information pertinent to the guest services.
• Carries out regular inspections on the conditions of equipment, checking the maintenance log on a regular basis, following up on items still pending until closed. Maintaining records of inspections as standard.
• Full cooperation to assign crew for loading duties, luggage embarkation and disembarkation.
• Adheres to Public Health and Company cleaning and maintenance standards and ensures that the entire Housekeeping team is properly trained on Public Health standards, retaining training records as standard.
• Ensures the readiness for any announced or unannounced Public Health inspection, whether it’s completed internally or by external authorities.
• Demonstrates a high and consistent level of organization and management.
• Ensures that the Integrated Pest Management plan is in place and followed in all Housekeeping areas as per Silversea policy and procedures.
• Responsible to ensure that the highest level of food and beverage services is provided in the suites by the butlers.
• Oversees and ensures an efficient and outstanding laundry service.
• Supervises the flower decoration in the guest suites and public areas of the ship.
• Strictly follows the Outbreak Response regulations and ensures that the entire Housekeeping team follow your instructions.
• Ensures that new employees are properly inducted to the team and the new work environment and receives all necessary training in a timely manner.
• Communicates standards of performance to employees and trains employees effectively on them.
• Oversees all administrative aspects of the department.
• Fully implements the performance review, cross and promotional training system and complies with the process.
• Strives to create and maintain a positive work environment. Successfully leading subordinates into productive working methods by setting an example and utilizing all available tools.
• Mentors the Butler Manager, utilizing effective delegation and preparing him/her for taking over the Chief Housekeeper responsibilities if necessary.
• Keeps self and team members aware of costs, budgets and monitoring procedures. Maintains an accurate inventory of consumable and durable items in all Housekeeping areas. Supervises and ensures that regular inventory spot checks are carried out in all Housekeeping areas.
• Controls the cost of China, silver, glass and consumable items by training and supervising the Housekeeping team to minimize breakage, loss and damage of equipment. Takes the necessary steps in order to maintain maximum cost control.
• Maximizes revenue and minimizes operating expenses without negatively affecting the product delivered to the guests and crew.
• Participates in budget preparation as required by the Hotel Director.
• Supervises and approves requisitions for consumables according to activity projections, accurately maintains PAR stocks onboard the vessels and adhering to Periodic replacement of durables.
• Prepares cost productive orders for consumable and non-consumable items according to order schedule.
• Controls and approves Housekeeping and Butler overtime and working hours. Making the best use of manpower, ensuring each employee works according to his/her contractual hours and in compliance with ILO and MLC work/rest hours. Completing all relevant entries in the Time and Attendance system, and verifying any violations.
• Proactively responds to issues or potential problems quickly and efficiently involving relevant people as required. Communicates any challenges, complaints or service difficulties to immediate supervisor. Keeping the Hotel Director promptly and fully informed of all problems and matters of significance.
• Displays a thorough knowledge of the ships daily activities to be able to advise the guests.
• Practices preventative maintenance.
• Incorporates Company service standards, personalized service and sincere hospitality by creating positive experiences for guests, efficiently engaging with guests and anticipating guest needs.
• Leads, trains and develops subordinates ensuring effective reviews, feedback, coaching and performance management.
• Observes and enforces uniform and grooming standards according to Company policies.
• All other duties as assigned.

Education/Experience/Qualifications:

• Valid STCW95 certification.
• Previous Housekeeper Managerial or Butler Manager experience in a 5 star establishment, hotel or cruise ship for a minimum of 2 years.
• Proven experience of budget and financial management within a hospitality environment.
• Excellent knowledge of cleaning standards.
• Knowledge and experience of Public Health policies and procedures.
• Physically and medically fit.
• Moral integrity is required.
• Maintains a positive and approachable personality, providing a two way line of communication with crew.
• Punctual.
• Proactive approach to problem solving.
• Sensitivity to cultural differences and the ability to work in a wide variety of cultural contexts.
• Strong interpersonal skills and ability to lead, motivate and develop a culturally diverse work force.
• Ability to be adaptable to change, quick thinking, able to make decisions under pressure whilst maintaining attention to detail. Well organized, self-managed and motivated. Handle multiple demands, remain calm and effective under pressure and resolve issues quickly.
• Models high standards of discretion and interpersonal and professional behaviour at all times.
• Effective, full, clear and concise communications is essential.
• Respects the privacy of guests and colleagues.
• Respects the contribution of fellow crew members and actively promotes team work.
• Safe, professional and personal practices. Knowledgeable of the Safety Management System and MLC requirements.
• Well-groomed and neat appearance.
• Ability to deliver a high standard of performance.
• Excellent fluent English (verbal and written). English is the working and safety language on board Silversea vessels. This also includes the ability to give and receive instructions in verbal and written forms and to effectively and efficiently engage with guests and crew members. Plus one additional language (German, French, Italian, Spanish, Mandarin).
• Good working knowledge of Microsoft applications, Fidelio and hotel operating systems.