Hospitality Operations Manager
il y a 4 semaines
Job Description
The OE Hospitality Operations F&B Manager is responsible for leading and supporting all relevant activities associated with yacht cruise operations and hotel-side openings. This role is crucial in ensuring the operational, commercial, financial, quality, and PR success of both the on-land team and crew.
Responsibilities
- Manage and oversee all aspects of hotel operations on board the fleet, including hospitality and catering services with food & beverages.
- Collaborate closely with other departments to ensure safe, efficient, and effective ultra-luxury operations of the sailing yacht vessels.
- After the delivery of the ships, provide personal recommendations for the development of executives and employees, including on-land staff, Captain, Deck & Engine crew, and Hotel crew, in accordance with Accor & Orient Express Talent Management guidelines. Motivating employees and maintaining frequent visits to ensure high standards.
- Collaborate with the Orient Express brand team, acting as a representative of the brand standards.
- Maintain good relations with the Owners and/or Owners' representatives, supervisors, team members, and corporate offices is essential.
- Working closely with other executives and stakeholders, the manager will develop and implement strategic plans and initiatives to enhance operational efficiency, effectiveness, and profitability.
- Ensure that guest experiences meet the highest expectations of clients and industry is paramount.
- Collaborate with the OE team shoreside to create and develop a unique, lifelong experience that blends navigation, hotel, F&B, and shoreside activities (pre, during, and post-voyage).
Construction Project
- Provide luxury inputs regarding high-end hospitality industry standards.
- Review the hotel crew list to ensure optimal staff allocation and service levels.
- Evaluate overall circulation, including crew service and passenger flow.
- Advise on linen quantity, distribution flows, and storage.
- Assess food and beverage quality, quantity, loading, and service circulation, as well as equipment, uniforms, and consumables.
- Lead the guest-facing design process, including boarding procedures, cabin entry, safety/security, and identification protocols.
- Offer recommendations for "back of the house" requirements.
- Inspect vessel equipment in galleys, bars, pantries, and provision areas.
Starting a Cruise Line
- Contribute to time scheduling, daily operations, turnaround time requirements, and stopover logistics.
- Develop standard operating procedures based on Orient-Express brand standards, yacht layout, and guest experience.
- Organize and supervise crew training to ensure adherence to OE values and standards.
- Implement operational strategies and plans for efficient yacht vessel operations, including policy development and performance metrics.
- Ensure compliance with marine operations, navigation, technical operations, safety, environmental standards, and maintenance.
- Manage running budgets and forecasts for hotel operations departments.
- Monitor and analyze industry trends and best practices related to cruise operations.
- Ensure reporting and participate in weekly meetings as required.
- Maintain familiarity with all relevant company documentation and key partner environments.
- Oversee operational contracts with third parties for maintenance and other aspects.
Operations
- Prepare operational duties for all hotel staff, ensuring proper follow-up and continuous improvement.
- Collaborate with catering partners to create a comprehensive operations booklet.
- Conduct frequent audit visits on board to ensure guidelines are followed and identify areas for improvement.
- Engage with crew members to gather feedback and maintain strong relationships.
Human Resources
- Anticipate future hotel crew hiring needs in collaboration with Vship, and establish a loyalty program through effective crew rotation and relationship-building.
- Regularly discuss staffing requirements with the team, adjusting the crew manifest as needed.
- Provide input for drafting hotel crew job descriptions.
- Develop a training plan for crew members, including dry runs and ongoing training.
- Ensure specialized training with shoreside partners meets the expectations of both guests and partners.
Marketing/Logistics/FInance
- Conduct surveys and benchmark competition to understand key markets.
- Develop a long-term logistics strategy to supply the yacht year-round, considering the itinerary and budget constraints.
- Support the financial team by monitoring budgets and setting up reporting tools and processes for annual business planning.
- Implement tools and processes to maintain operations in line with upscale positioning, ensuring adherence to preventive maintenance guidelines.
- Undertake various special projects as requested by the OE VP Yacht Hospitality.
Qualifications
- Strong leadership skills with the ability to motivate and manage a diverse team.
- Excellent verbal and written communication skills.
- Ability to effectively liaise with internal teams, external partners, and stakeholders.
- Strong organizational and multitasking abilities for handling complex operations.
- Detail-oriented with a commitment to maintaining high standards.
- Exceptional customer service orientation, with the ability to anticipate and exceed guest needs and expectations.
- Adaptability to changing environments and flexibility to work in a fast-paced, dynamic setting.
- Analytical and strategic thinking to develop and implement effective operational plans.
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