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PCL - Assistant Hotel General Manager
2 months ago
Department: Guest Services
Employment Type: Fixed Term Contract
Location: Global
Reporting To: Hotel General Manager
Overview
By applying for this role, your application will be directed to Holland America Group's internal Talent Acquisition team. A professional recruiter will reach out to you if your qualifications match our hiring criteria.
As a leading cruise line, we recognize that our guests have elevated expectations, and we maintain high standards for our team members. We appreciate your understanding as we thoroughly evaluate each candidate.
Embark on a journey with Holland America Group, a preferred employer in the cruise sector. Our fleet offers outstanding facilities and extensive professional development and leisure programs for our valued team members from over 60 countries worldwide.
As a cherished brand, we value individuals who are passionate about their work and collaborate to help our guests create unforgettable memories while delivering friendly, attentive, and genuine service that only Holland America can provide.
As part of the Holland America family, you will experience a truly adventurous career with excellent incentives, limitless growth opportunities, and breathtaking destinations.
Key Responsibilities
- Implement strategic initiatives to ensure exceptional service across all guest interactions.
- Act as the Hotel Lead for promoting MedallionClass integration and sustainability, empowering team members to utilize MedallionClass applications to enhance guest satisfaction.
- Encourage first contact resolution by minimizing recurring service issues through root cause analysis and providing effective solutions throughout the guest journey.
- Oversee the daily operational efficiency of the Guest Services Rooms Division, Entertainment, and Onboard Revenue operations.
- Ensure that the standards for Entertainment, Rooms Division, and Onboard Revenue products are consistently met or exceeded through regular Quality Assurance Inspections.
- Assist onboard teams in planning and executing all group and in-port events.
- Coordinate the daily events schedule with the Entertainment Director and Business & Brand Director to maximize guest engagement and awareness of onboard activities.
- Collaborate with the Hotel General Manager in planning future itinerary deployments or unexpected changes, anticipating potential challenges related to entertainment, revenue, demographics, logistics, and clearance requirements.
- As the designated representative of the Hotel General Manager, drive all onboard revenue performance and achieve financial objectives.
- Advocate for the Business & Brand Director to meet financial and revenue targets in alignment with company goals and guidelines.
- Support the Business & Brand Director in developing strategic and tactical marketing plans for new initiatives based on analytical insights.
- Oversee all marketing, advertising, and promotional materials and activities, ensuring consistency with the company's objectives and brand standards.
- Conduct performance evaluations that are fair and objective, based on observed behaviors.
- Monitor the performance of direct reports using their role descriptions as a guide and provide timely and constructive feedback. Coach and develop skilled, engaged team members.
- Regularly assess the effectiveness and completion of onboard training programs and participate as a facilitator when necessary.
- Minimum of five years of progressive management experience in a prominent hospitality environment with operational management experience in Guest Services, Housekeeping, and revenue outlet operations.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field from an accredited institution or the international equivalent (preferred).
- Strong leadership skills with a proven track record in business and organizational planning, coordination, and execution.
- Quality-focused with a demonstrated passion for establishing a guest-centric operation, delivering high service standards, and employing successful problem-resolution and trend analysis techniques.
- Ability to manage a diverse international staff positively and productively by motivating, developing, and managing employees effectively. Proficient in coaching and counseling to enhance performance and administering the disciplinary process appropriately.
- Understanding of the fundamentals of guest service; ability and willingness to provide outstanding service to our guests.
- Motivated to excel in all aspects of job responsibilities.
- Personable communicator with excellent social skills and a warm, friendly, and caring demeanor.
- Ability to consistently surprise and delight guests throughout their cruise experience.
- Commitment to fostering and maintaining courteous and professional working relationships in a culturally diverse environment.
Holland America Group offers a variety of benefits. This position includes comfortable, single cabin accommodations, meals, exceptional amenities, and extensive learning and recreational programs available to all team members.
Regardless of rank or role, we are all part of one Holland America team. Holland America Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
