7109 - Hotel Operations & Retail Manager - Cruise Ships

Our Client is an award winning cruise line operating cruise holidays throughout the UK, Europe, Mediterranean, Caribbean, Canada and North and South America.

They have been perfecting the art of cruising for 175 years and are delighted that more British passengers choose to travel with them than any other cruise line.

Their vision is to be the most spectacularly successful cruise company. Their employees are engaged and passionate people with their passengers at the heart of everything they do. They pride themselves on an exemplary and unrivalled customer service.

Their fleet of luxury vessels range in size from intimately carrying 700 passengers, exclusively adult ships to 3100 passengers, catering for all ages, tailoring their service to all of their customers’ needs.

An exciting opportunity has now arisen as a Hotel Operations and Retail Manager to work on one of our client’s large cruise liners, travel the world, whilst getting paid. The position is offered on a 6-month renewable contract.

As Hotel Operations and Retail Manager you will be in charge of all revenue generating outlets e.g. Retail Shops, The Spa etc.

This is a massive role and you will be accountable for the efficient and effective delivery of passenger administration relating to immigration and port procedures.

• You will ensure a financially sound operation, maximising the on board revenue potential whilst balancing the customer experience, to achieve both revenue and customer satisfaction targets.
• You will ensure all passengers enquiries are attended to in a professional and customer focused manner and effectively resolve passenger issues or complaints where needed.
• You will Identify and develop opportunities to enhance the customer experience and increase passenger satisfaction scores.
• You will ensure the activities and services the team provides is relevant to the passenger profile for each cruise.
• You will effectively carry out pre-cruise planning which creates an environment conducive to passenger spending, understanding the passenger profile and use commercial data in consultation with revenue managers, develop interdepartmental marketing sales strategies.
• You will encourage and support operational managers to analyse promotional and marketing activities, identify improvements and opportunities for future cruises and campaigns, and to share successes with the wider business.
• You will implement and review promotional campaigns, oversee on-board marketing and promotional activity and control the flow of passenger information, ensuring all material is within the corporate guidelines.
• You will preserve dual control of the main safe on-board.
• You will ensure the organisation and movement of passengers and baggage during embarkation, disembarkation and whilst on-board, including the mustering of passengers and tours dispatch on port days.
• You will direct, coach, lead and motivate managers, ensuring a profitable, efficient and cost effective administrative and retail service is provided.
• You will ensure all customer service issues are resolved in a professional and customer focused manner.
• You will effectively manage your own department, ensure adequate resourcing of teams, complete appraisals identifying development opportunities and provide support to managers and supervisors to guide, motivate and direct their respective teams.
• You will liaise with third party area managers and Commercial Services shore side regarding the performance of retail areas.
• Your passion, flair and ability to engage with our passengers will be key in the delivery of this unique experience, leaving passengers with a taste of wanting more!

In addition to your professional duties you will also have to deliver staff training and have ship safety duties and responsibilities.

Knowledge and Skills:

• You will be an accomplished Retail Manager ideally with experience of hotel operations.
• By definition you should be experienced in managing a team in a sales driven environment.
• To succeed in this role, you need to be professional, passionate, disciplined and committed to consistent quality assurance on a large scale.
• Your practical experience should ideally be supported by a BTEC/HCIMA/HND/Degree in Marketing or equivalent experience in a relevant specialism.
• You should have experience of marketing sales promotions, market research and / or sales analysis.
• Experience of working with the cruise, travel, hotels or leisure industry is highly desirable.
• You should have experience of analysing and interpreting information.
• You will also pride yourself on creating an unforgettable customer experience.
• You should have proven experience of budgets and financial management within a corporate environment.
• You should have an excellent command of the English language – advanced. If English is not your first language you will have to take the Marlins test.
• You should be PC literate, competent in the use of MS Office.
• Superb inter-personal skills and instant credibility are essential as you will be inter-facing with a number of people from different backgrounds, nationalities and religions.

In return, our client offers good rates of pay, which are tax free, all accommodation costs covered, all meals and uniform provided, except shoes.

In addition, there is a crew bar, crew gym, access to free dental and medical care, death in service benefit, free mobilisation flights and free flight back to your home base at the end of your contract, laundry service and with your Managers permission you can go passenger side and use the passenger’s gym and see the theatre and entertainment shows.

Finally, your family can holiday and can accompany you and travel free whilst you are on board ship.

You will also get the opportunities to meet new people and see the world, interspersed with 2 month leave periods.

Please do not apply for this position unless you are a qualified Retail or Hotel Operations Manager.