Xanterra Leisure Holding, LLC Manager, Hotel Operations in SEATTLE, Washington

Manager, Hotel Operations is responsible for taking the lead role in providing operational support to the on board hotel teams pertaining to the day-to-day issues as well as special projects including, but not limited to, revitalizations, dry/wet docks, product offerings and operational plans as well as workforce planning. Areas of responsibility include housekeeping operations, pursers and front office operations, guest services, guest ratings, gift shop, spa, casino, photo services, and entertainment programming.

  • Responsible for management of the onboard housekeeping, laundry operations, purser’s and front office departments.

  • Responsible for all aspects of providing operational support to ensure outstanding guest experience onboard. Conducts weekly review of the guest ratings with key senior leaders and develops action plans on how to address and improve guest ratings.

  • Manages all concessionaire relationships including spa, casino and photo services.

  • Monitors quality of services and guides enhancements to optimize both guest experience and revenue potential.

  • Recommends and implements revenue initiatives. Develops retail strategy and sales goals for shipboard retail outlets, monitors weekly sales reports and provides leadership to reach established goals.

  • Develops and manages onboard entertainment programming as well as Water Sports activities for the fleet. Monitors guest feedback for quality assurance and improvement.

  • Recommends entertainment initiatives with contracted entertainment agencies, while monitoring those relationships and adjusting as necessary.

  • Manages all aspects of guest service related inventory, including shipboard libraries, movie rentals, amenities, etc.

  • Collaborates with corporate departments on various initiatives including onboard collateral.

  • Collaborates with Hotel Directors on management, supervision and support for guest services functions.

  • Liaises with Corporate Operations department to address and resolve guest concerns/complaints in a timely manner.

  • Conducts periodic shipboard visits to ensure consistency of service throughout the fleet.

  • Recommends improvements and drafts proposals to standard operating procedures (SOP’s) and policies and procedures.

  • Reviews and updates company training manuals and recommends changes to improve guest experience.

  • Tracks and monitors shipboard financial performance. Makes recommendations for ensuring targets and operational objectives are achieved while monitoring ship/fleet performance and investigating declining trends.

  • Supports the Director, Hotel Operations and the Corporate Hotel Manager in implementing and driving the successes of new initiatives, company goals and objectives within the fleet.

  • Monitors market trends to stay ahead of the competition, identifies opportunities to strengthen hotel department teams to enhance its competitive advantage.

  • Other duties as assigned.

  • Minimum of 5 years related experience within hotels, resorts or cruise lines with proven managerial experience to direct managers and staff.

  • Ability to analyze the on board operation and identify areas for improvement, consistent with the department’s goals and objectives.

  • Excellent leadership, interpersonal, customer service and organizational skills to communicate effectively in a professional and positive manner with all levels of management, business partners and employees.

  • Hands-on management style and demonstrated ability to motivate and inspire others.

  • Technical skills, analytical ability, sound judgment and operational focus.

  • Ability to multi-task with excellent written, verbal, analytical and problem solving skills.

  • Thorough knowledge of Guest Service, Food and Beverage and Housekeeping departments.

  • Thorough knowledge of United States Public Health standards (USPH) is an advantage.

  • Thorough knowledge of MS Office, Excel and Word are essential.

  • Ability to work at odd hours and/or weekends as needed to support the business.

  • Ability to travel up to 25%.

Requisition ID: 2017-13266

External Company Name: Xanterra Leisure Holding, LLC

External Company URL: www.xanterra.com