Hotel Operations Manager (6 months contract)

Job Description

A bit about the role:

The Hotel Operations Manager is the day-to-day primary contact for shipboard Hotel Managers. This role has the responsibility of quality assurance and its performance of housekeeping services, guests experience, onboard sales and crew onboard as well as all onboard Food and Beverage Services.
This is a 6 months temporary contract.

Role based in Hamburg on hybrid setup

Functions and responsibilities

The Hotel Services Operations Manager duties and responsibilities shall include, but not be limited to:

• Daily
  • To oversee the onboard day-to-day operational activities under the direction of the VP Hotel Operations.
  • To ensure that the purchasing department follows the specifications that are required onboard the vessels.
  • To directly supervise subordinates to accomplish the established goals.
  • To oversee the workload and schedules of the management onboard.
  • To assist with the recruitment, training and the functions of human resources in order to support the operations departments onboard.
  • To spot-check the vessels quality and discrepancy reports and follow up with any concerns with the purchasing department.
  • Accounting responsibility: review financial results make suggestions for improvement and identify faults.
  • Supports applications for necessary licenses, i.e. the ship's alcohol license
  • Ensuring that the shipping company's relationship with its passengers is attended to and that the appropriate service level is maintained at all times, by reviewing guest comments on Loopon, as well as follow up on complaints/concerns that has been reported verbally or in other forms.
  • Responsibility for following up the quality system (operations and safety management system) within his/her area of expertise and for ensuring that his/her subordinates contribute to such follow-up. To fully accomplish these tasks he / she must be able to use and access FC SPMS, FC MMS, Loopon, QDMS Visionline, Bazeport, Pronto Publish, MyMicros, Report Center, Sharepoint, Teams, Microsoft Office, OCS-COB, Jira/Wedoit, to retrieve information needed and distribute to crew as needed. Act upon tasks given, replies needed or actions to be taken including but not limited to budget comparisons, daily cost and revenue or guest feedback and approval of invoices.
  • Email communication needs to be done in a timely manner, replied to, filled or important information to be distributed to the team, further it is crucial to monitor replies of delegates evaluating timely reply and etiquette.

• Monthly
  • Responsibility for ensuring that the requirements of the internal control procedures for all hotel items are meet.
  • Hold a bi-weekly meetings with Hotel Managers to go over the daily and upcoming activities, itinerary and operational matters.
  • Preparing for inspections by the Norwegian Food Safety Authority or any other authorities of countries the vessel is sailing in like CDC, Shipscan etc. and following up any remarks after inspections.
  • To conduct onboard inspections and audits to ensure that the company’s operational standards are meet and that the procedures outlined in the operations manuals are being followed
  • Spot check Voyage Planner of the vessels to ensure sufficient Hotel related activities take place, without overloading the onboard teams.
  • Review Loopon feedback from guests and ensure all comments have been answered or acted upon.
  • Review risk assessments for hotel areas and ensure they are followed upon or amended if needed.
  • Ensuring efficient manning and rotation for upcoming month for the hotel department.
  • Review NPS scores and identify issues and challenges.
  • Review pending maintenance issues.
  • Review succession planning.
  • Ensure handover reports are done and followed upon.
  • To spot check the Par Levels and Budgets and provide suggestions for adjustments, if necessary.
  • Communicate closely with Purchasing & Logistics for any upcoming challenges.
  • To participate in the purchasing departments meetings’ concerning all provisioning plans.
  • Support decisions and actions when replacements are urgently needed.
  • To check the timeframe of the ship’s orders, according to the provisioning plan, vendor’s locations and availability.
  • Ensures orders fall within budgetary guidelines.
  • Analyze the budget and consumption from the vessels.
  • Be instrumental in organizing and monitoring an efficient flow of communication between vessels and the office.
  • Participate in any IROPs cases and calls as well as well as communication calls
  • Collaborate closely with MO, Sales and Marketing departments to support an overall smooth operation
• Training & Development
  • Ensure that all crew is fully trained in VSP and any other public health requirements
  • Ensure that all conducted training is recorded and filed.
  • Provides regular training to the team in all aspects of the operation and production.
• Financial
  • Ensure that the daily cost is within budget.
  • Ensure the workforce works according to working schedule to minimize overtime.
  • Reviews Hotel related Budgets and analyses them for issues, short comings or strong performing areas.
• Ship’s Visit/Inspections
  • Send a detailed visit agenda to the ships management and corporate team.
  • Conduct ships visits as and when required.
  • Participate in the onboard F&B and HK meetings, plus other shipboard meetings.
  • Audit the F&B, HK and Administration departments according to the guidelines set in the operations manuals.
  • Organize and participate in the inventory spot checks.
  • Must visit and evaluate each galley and restaurant outlet during the ships visit.
  • Participate in the grooming and uniform inspections.
  • Participate in the housekeeping staterooms and suites inspection.
  • Audit Rest hours and working schedules.
  • Participate in the simulated PH inspections; to inspect the maintenance of the sanitation onboard and all related logs daily.
  • Interact with guests onboard to understand their needs and desires.
  • Inspect the maintenance and organization of the storerooms including the FIFO, expiration date logs and the washing procedures for the fruits and vegetables.
  • Compile the ship’s visit report and quality report (or any other report required by the VP Hotel Operations) and address to all parties concerned. The written report must be reviewed by all onboard parties prior to disembarking the vessel.
  • Evaluate the onboard F&B and HK management strengths and set goals and objectives where individuals need to develop and improve their skills.
  • Review the general beverage operation and control procedures.
• Operations
  • Must appoint and enforce the specific job responsibilities to all key personnel working under the direction of the Hotel Manager.
  • Assists the on-board team with orders, projections and establishing/setting par levels.
  • Ensure proper communication and follow up between the office and the vessels on deliveries and quality issues.
  • If necessary/needed assists the onboard team with orders, projections and par levels.
  • Reviews equipment consumption reports.
  • To analyse the nature and cause of onboard departmental issues and to identify areas where improvements is needed.
  • Review the operations and supply chain management procedures, suggest changes if necessary.
  • Assist the Hotel Manager and on-board management with guest comments, complaints and concerns received.
  • Review the slow and non-moving items report, informing all concerned with action to be taken.