Hotel Manager

Job Description

•  To assume full responsibility for all aspects of the entire Hotel operation (which includes Food and Beverage, Accounting, Front Office, Tour Office, Entertainment and any contracted services) and to oversee the daily operations, revenue as well as controlling of all costs.
•   To maintain an effective communication flow between the Hotel, Deck and Engine Departments as well as within the Hotel Department.
•   Keeping the Master promptly and fully informed of any occurrence which 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 the Charter Personnel to avoid misunderstandings and ensure that the vessel is always manned according to needs.
•   To coordinate all Crew matters by establishing efficient communication between the ship and Mystic Head Office.
•   To encourage upward communication and forward all constructive criticism, positive comments and suggestions from Officers and crew to the Mystic Head Office.
•   To safeguard the concepts, policies and procedures of the Hotel Operations and Mystic Cruises by monitoring and reporting deviations.
•   To 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 (USPH, Ship San, Anvisa and all other Port Health Authorities). Spot check Food and Beverage areas with the Staff Captain on a regular basis.
•   Ensuring a safe operation and working practice of the Hotel Department and any related matters affecting the safety of the ship, guests, and crew.
•   Appraising 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 maintaining a highly visible profile by effectively interacting with guests and crew daily on a formal and informal basis.
•   Ensuring welfare and discipline of all members of the Hotel Department, including any concessionaire staff under his/her authority. He/she is to ensure that all officers in the department are aware of their social obligations whilst in guest public areas.
•   To guide all direct reports and to ensure that everyone is updated with relevant shipboard and company information at all times.
•   To execute all aspects of planning and organizing of upcoming cruises for the Hotel Department and to confirm future cruise layouts with the Mystic Head Office and all appropriate Department Heads.
•   To consult with the Captain and other Senior Officers regarding onboard activities or any other aspects of onboard operation.
•   To oversee the vacation plan for the Hotel Department together with the Chief Purser.
•   Ensuring 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.
•   To conduct Performance Appraisals and approve appraisals submitted by the Department Heads. 
•   To coordinate and delegate onboard and port functions.
•   Reviewing daily guest feedback with department heads and, where applicable, agreeing appropriate outcomes to ensure effective complaint resolution. Monitor and resolve Guest issues, comments and suggestions and to update the Mystic Head Office accordingly.
•   Ensuring departmental compliance with the Maritime Labor Convention directive on working hours.
•   To submit, and to ensure that everyone in the Hotel Department submits their Work Registration Forms correctly and that these are kept on file by the Chief Purser.
•   To submit an End of Cruise report after every cruise.
•   Acting as a dynamic motivator and onboard ambassador for the Hotel Department through management by example.
•   Assuming full responsibility for the efficient running of the entire Hotel Department and ensuring that hotel standards, revenue as well as controlling of all costs established by the Company are maintained.
•   Ensuring 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.
•   To adhere to, and to ensure that everyone in the Hotel Department adheres to all Company Policies and Procedures, Manuals and Directives.
•   Other responsibilities, as assigned by Mystic Head Office, but not limited to the above.

Qualifications

• 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 has to 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

Financial Responsibilities

• 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 Pursers safe to be conducted every months and verified with the cash statement in MXP.

Safety Responsibilities

• To ensure that the proper use of Personal Protective Equipment in the work areas is implemented at all times in the Hotel Department.
• To ensure that Safe Lifting Techniques are practiced at all times by everyone in the Hotel Department.
• To do In Port Manning duties as scheduled and as required by Company policy.

Emergency Duties:

• Evacuation Leader
• To follow instructions on Safety Card.
• To participate in Guest/Crew Lifeboat Drills as per instructions.
• Other safety responsibilities, as assigned, but not limited to the above.

Team Education & Training

• Introduction of Job Duties and Departmental functions including continuous onthejob training.
• Identification and Development of all Crew members with supervisory potential.

Team Communication and Meetings

• To communicate with the Captain and other Senior Officers on a regular basis.
• To communicate with the Mystic Head Office on a regular basis and to keep them updated on all important issues.
• To organize a formal meeting every cruise with hotel department heads and minutes of meeting should be distributed according to Company policies and procedures.
• To schedule and conduct daily meetings with the Hotel Department Heads.
• To schedule and conduct the monthly Budget Meeting.
• To attend the monthly Environmental, Safety Committee and Maintenance meetings.
• To attend the Captain’s Formal Meeting every cruise.
• To encourage and demonstrate good communication, excellent teamwork and continuous training, coaching and counseling.