General Manager for Orient Express Sailing Yachts in London

V.Ships Leisure is looking for a General Manager on behalf of Orient Express Sailing Yachts. The General Manager is the on-board leader representing Orient Express, driving operational excellence for the entire hotel department, guiding, monitoring and leading by example. The General Manager is responsible for motivating their entire team as well as inspiring positive communication within, so together, all goals can be achieved. The General Manager must have passion to continue advancing their knowledge of Orient Express’ clients; Orient Express structure; reviewing and following Standard Operating Procedures (SOPs). The General Manager leads the team with purpose, striving for excellence.

As a member of the senior management group onboard, the General Manager has responsibility for the daily hotel operations onboard, working collaboratively with the Marine Department as outlined in our organizational and operational framework, to continually exceed the highest possible standards defined by our Services standards. The General Manager will ensure Orient Express objectives are met and maintained at all times through maximizing revenue, managing crew performance, and maintaining and building the reputation of Orient Express. The General Manager interacts with guests pro-actively, promoting Orient Express’ levels of personalized and excellence in service, including formally greeting Guests on arrival and departure, participating in scheduled guest activities, parties, and hosting tables regularly throughout the voyage.

Key Responsibilities

• The General Manager needs to prioritize visibility with guests and ensure that himself/herself as well as his department heads are consistently interacting with guests to foster satisfaction and gather advance feedback when needed. This must be done through attending parties, hosting dinners, and being creative in organizing memorable events for guests.
• Responsible for the adherence to the drinking age policy.
• Greet incoming crew and HODs.
• Train and develop HODs and crew as per Orient Express’s SOPs and job descriptions, using the Orient Express Training Academy Modules.
• Orientate on use and implementation of Orient Express’s SOPs.
• Educate crew on all health and safety as per onboard SMS and USPH guidelines.
• End of Voyage Report.
• End of Month Report.
• Inventories report.
• USPH Self-Inspection.
• Housekeeping Inspections (crew and passenger cabins).
• Any reports assigned from Orient Express. All reports required are to be submitted within the timeframe allocated, failure to submit timely reports will be a reflection on poor performance.
• Follow all manuals and Orient Express SOPs.
• Follow and manage all health and safety protocols as designated by VSP.
• Utilize forms, reporting documents, templates and all filing systems designated by Orient Express shore management.
• Maintain knowledge of par-levels, review inventory reports and ensure spot-checks are completed.
• Ensure inventory levels are managed, thereby reducing waste and increasing profitability.
• The General Manager is required to follow all communications etiquette as defined in Orient Express’s SOPs.
• The General Manager will lead a daily briefing with HODs to advise the items of the day, review previous days performance and address any items that require attention.
• The Hotel Director will lead a mid-cruise meeting with notes to discuss with HODs any and all items that require attention, any ideas for improvement, crew welfare and maintenance needs.
• Orient Express has designated uniform standards in Orient Express’s SOPs and they are expected to be followed without exception.
• The General Manager as the leader for the Hotel team is expected to be the example and ensure all crew are following the standards as defined in the SOPs.
• Follow set standards and improve internal systems with an eye toward future needs and trends using budget realities.
• Attain Key Performance Indicators (KPIs) set by Orient Express shoreside management.
• Prepare/supervise timely completion of administrative, financial and inventory reports and documentation according to Orient Express Shoreside Management guidelines.
• Responsible for monitoring inventory management, ensuring purchasing standards and processes are consistent with Orient Express Standard Operating Procedures (SOPs).
• To control the operational cost (budget versus actual) of the Hotel Department onboard as requested by the Corporate 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 Orient Express’ SOPs.
• To ensure that Company property is maintained properly and treated with respect at all times.
• Consistent coordination and communication with the head office in the areas of Human Resources, Purchasing and Logistics, and the day-to-day operation.
• Supervising and managing all aspects of the hotel department, collaborating with all Hotel Department heads to ensure crew and guest satisfaction.
• Share in knowledge dissemination, reporting, and communications.
• Develop and maintain positive, professional relationships with all team members via regular meetings, two-way communication, timely feedback, collaboration, mentoring, training, and consistent visibility to all crew and guests.
• Providing/supervising on-the-job training to team members and record keeping thereof.
• Developing the crew rotation planning/schedules with the head office.
• Conduct annual performance appraisal with direct reports according to Orient Express’s SOPs and Safety Management System (SMS).
• Ensuring disciplinary action is taken when required, utilizing fairness and respect within the framework of Orient Express SOPs and MLC guidelines.
• Sets goals and expectations for direct reports using the performance review process and holds crew accountable for successful performance.
• Act as a coach for all department heads and foster a coaching culture onboard.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Hold daily meetings with Heads of Departments to coordinate and monitor the progress of all projects, manage compliance and align goals.
• Fosters crew commitment to providing excellent service models desired service behaviours in all interactions with guests and crew utilizing Orient Express Standards.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Verifies that policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Safety Management System (SMS) and Orient Express’ SOPs.
• Reviews guest feedback with leadership team and verifies that appropriate corrective action is taken.
• Executing the Orient Express Brand Standards as per SOPs.
• Ensuring maintenance and repairs required in the hotel department are performed, with follow up to ensure issues are rectified.
• Monitoring hotel operations activities, performing inspections (USPH, guest and crew cabins, public and crew areas) and taking corrective action when required.
• Ensuring that company food safety and sanitation standards are maintained throughout the hotel department in accordance with USPH and UKPH, following Vessel Sanitation Standards.

Skills, Knowledge & Expertise

• Languages: Fluent in English. One additional language preferred (French, German, Chinese, Spanish).
• Education: A university degree or equivalent in Hospitality or related field.
• Previous professional experience: Seafaring Hotel Director experience within the Luxury Cruise Industry (5 years) preferred; equivalent experience will be considered as an additional criterion.
• Shipboard experience: Yes.
• Proficiency in MS Word, Excel & systems.
• Knowledge of budgeting techniques and financial analysis.
• Exceptional communication, problem solving and decision-making skills.
• Valid STCW certificates.
• Valid Pre-Employment Medical.
• C1D visa mandatory for all positions.