5-7 years of senior operational experience in cruise or hospitality sectors
Proven track record in enhancing guest satisfaction and operational efficiency
Strong financial management skills, including budgeting and forecasting
Excellent leadership and communication abilities
Experience with data analysis and performance tracking
Willingness to travel internationally up to 25% of the time
Responsibilities
Lead daily operations of Housekeeping, Guest Services, and Inventory Management
Develop and implement standard operating procedures and process enhancements
Provide strategic direction and mentorship to onboard teams
Oversee compliance with operational processes and reporting requirements
Monitor hotel revenue streams and optimize financial performance
Manage hotel operating expenses and inventory control
Drive continuous improvement initiatives based on guest feedback
Benefits
Comprehensive medical, dental, and vision coverage
Health Savings Account (HSA) and Flexible Spending Account (FSA) options
Life and disability insurance
Paid vacation, sick time, and holidays
401(k) plan with company match
Employee assistance program and education assistance
Employee discounts and travel deals
Full Job Description
Job Summary:
The Manager of Onboard Operations is responsible for overseeing the operational support for the Hotel Department and Hotel Department systems, with an emphasis on delivering and driving operational efficiencies. This role includes managing key departments such as housekeeping, guest services, administration and inventory management. The Manager will also spearhead initiatives for process improvement, and system enhancements, ensuring continuous innovation, revenue optimization, and superior guest satisfaction across the fleet.
Responsibilities
Leadership, Operational Management and Support
Lead and oversee the day-to-day operations of Housekeeping, Administration (Pursers), Guest Services (Reception), and Hotel Inventory Management, ensuring alignment with company objectives and guest satisfaction goals.
Provide leadership, support, and management to corporate direct reports, including the Corporate Purser, Corporate Housekeeper, and Corporate Hotel Controller.
Develop, support, and implement standard operating procedures, new initiatives, and process enhancements for onboard Housekeeping, Pursers, Reception, and Hotel Inventory departments.
Provide strategic direction and mentorship to onboard teams, fostering a high-performance culture while ensuring operational efficiency and financial success.
Serve as the primary corporate support resource for Hotel General Managers regarding day-to-day administration, processes, and reporting.
Oversee compliance with reporting requirements and operational processes across all Hotel Operations departments.
Review existing operational processes and drive simplification, standardization, and efficiency improvements.
Establish and monitor reporting mechanisms that enhance operational performance, optimize budgets, and improve efficiency.
Maintain and update SOPs for holidays and region-specific operational processes.
Manage the company's printed materials, templates, and onboard collateral program.
Onboard Management Systems, Digital Guest Experience and Innovation
Serve as the primary business owner for the MXP management platform, including guest journey, financial, point-of-sale, and inventory management modules.
Lead the integration, implementation, and optimization of systems supporting hotel operations, ensuring seamless adoption and operational efficiency.
Serve as the business owner for all Digital Guest Experience platforms, including interactive TV, mobile applications, internet services, and AI-enabled guest technologies.
Establish and maintain standards and processes for content management across digital guest platforms.
Partner with IT and Hotel Operations teams to identify and implement technologies that enhance the guest experience and operational performance.
Revenue Management
Monitor the performance of all hotel revenue streams and ensure alignment with financial objectives.
Develop and execute strategies to optimize revenue across hotel departments, including Laundry, Internet, Retail and Spa operations.
Recommend and implement initiatives that drive incremental onboard revenue.
Cost and Inventory Management
Oversee fiscal management of hotel operating expenses, including hotel supplies, uniforms, food, and beverage, ensuring effective cost control and budget compliance.
Develop annual budgets and forecast updates for hotel operating expenses.
Oversee hotel inventory management programs and ensure compliance with established controls.
Collaborate with Hotel Purchasing and Logistics teams to optimize procurement, distribution, and inventory efficiencies.
Plan, prioritize, and manage hotel department capital expenditure projects and requests.
Fiscal Oversight & Financial Performance
Track and monitor the financial performance of hotel operations across the fleet, identifying trends and recommending corrective actions where needed.
Maintain and oversee audit programs for onboard financial, cash-handling, and inventory control processes.
Oversee voyage reporting processes and financial reporting related to hotel revenue and expenses.
Collaborate with Finance to ensure compliance with onboard accounting policies, auditing standards, and budgeting processes.
Guest Experience & Feedback
Maintain ownership of the end-to-end guest experience from embarkation through disembarkation.
Serve as the business owner of the guest feedback and post-cruise survey program.
Drive continuous improvement initiatives based on guest ratings, survey results, and direct feedback.
Partner with senior leadership to improve guest satisfaction metrics through targeted action plans and service enhancement initiatives.
Charter, Groups and VIP Processes
Collaborate with Commercial teams to establish, maintain, and improve processes supporting charters, groups, and VIP guests.
Serve as the primary corporate resource supporting cross-functional teams with charter operations, group coordination, and special event planning.
Training & Development
Review and collaborate with direct reports on training programs and manuals to ensure teams possess the skills and knowledge required to deliver exceptional guest experiences.
Recommend and implement enhancements to SOPs and training programs that improve operational effectiveness and guest satisfaction.
Collaboration & Continuous Improvement
Conduct periodic shipboard visits to ensure consistent execution of service standards and identify opportunities for operational improvement.
Partner with shoreside departments to address operational needs, including the development and maintenance of onboard communication materials and guest collateral.
Qualifications
Proven experience in a senior operational role within the cruise or hospitality industry, with a strong focus on guest experience, hotel management, fiscal controls, revenue generation strategies.
Strong track record in implementing process improvements, new technologies, and systems that enhance guest satisfaction and operational efficiency.
Excellent communication, leadership, and problem-solving skills.
Financial acumen with experience in budgeting, forecasting, and financial oversight of hotel operations.
Ability to analyze data, track performance, and implement data-driven solutions.
Ability to travel internationally up to 25% of the time.
Key Competencies:
Strong project management skills
Shipboard Software system ownership and governance experience (MXP, POS, ITV, CRM)
Operational leadership and innovation
Guest experience management
Systems and process optimization
Revenue management and strategy
Cross-department collaboration
Staff training and development
Financial management and performance tracking
Industry analysis and competitive positioning
Benefits:
For full-time employees, Windstar offers a comprehensive benefits package including: Medical, Dental & Vision; HSA & FSA; Life & Disability; Accident, Hospital & Critical Illness; Pet Insurance; Vacation, Sick Time and paid Holidays; 401(k) with Company Match; Employee Assistance Plan; Education Assistance and Employee Discounts & Travel Deals.
