Job Descriptions - Cruise Ship Hotel Department
HOTEL DEPARTMENT
The Hotel department covers a variety of areas on board.
- Accommodation team: Mostly doing house keeping Jobs.
- Finance & Auditing team
- Shore Excursions team.
1. HOTEL OPERATIONS
|
1.1. HOTEL DIRECTOR
Directs the Hotel operation to ensure company, divisional and ship performance objectives. The Hotel operation consists of Food & Beverage, Housekeeping, Guest Services, Financial Operations, Facilities Management, Entertainment & Guest Activities, Human Resources, Training & Development, Information Technology Operations, Casino Operations, Doctor & Medical Facilities and all onboard revenue managers. Plans, coordinates and controls the operation of the Hotel organization. Directs the function of all Hotel personnel through the management of department heads. Recruits, motivates, and develops staff. Maintains effective employee relations. Ensures the highest level of guest satisfaction by providing quality guest services and amenities within corporate standards. This is a "role" whereas the person assumes the duties of the F&B Manager and/or HD when they are off the ship. |
1.2 ASSOCIATE HOTEL DIRECTOR
Manages inventory levels, accuracy rates, and inventory controls onboard the vessel for the Hotel Department while partnering with the supply chain to achieve shipboard and shoreside goals. Manages Food & Beverage and Hotel Storekeepers to implement and execute proper inventory control procedures and processes. Maximizes
inventory counts while managing carrying costs effectively.
Manages inventory levels, accuracy rates, and inventory controls onboard the vessel for the Hotel Department while partnering with the supply chain to achieve shipboard and shoreside goals. Manages Food & Beverage and Hotel Storekeepers to implement and execute proper inventory control procedures and processes. Maximizes
inventory counts while managing carrying costs effectively.
1.3 INVENTORY MANAGER
Supervises and coordinates activities of a staff concerned with ordering, receiving, storing, inventorying, issuing, and shipping food and beverage and related supplies, tools, equipment, and parts, in a storeroom. This storeroom supports the following shipboard functions: Main Galley, Crew Galley, Pantry, Bakery, Butcher, Windjammer, Dining Room, and Bar. Supervises the day-to-day operations of the storeroom. Ensures the accuracy of par levels, stock rotation practices, storage, receipt and disbursement of supplies. Reviews records for accuracy of information and compliance with established procedures. Schedules and conducts cycle counts and physical inventories.
Supervises and coordinates activities of a staff concerned with ordering, receiving, storing, inventorying, issuing, and shipping food and beverage and related supplies, tools, equipment, and parts, in a storeroom. This storeroom supports the following shipboard functions: Main Galley, Crew Galley, Pantry, Bakery, Butcher, Windjammer, Dining Room, and Bar. Supervises the day-to-day operations of the storeroom. Ensures the accuracy of par levels, stock rotation practices, storage, receipt and disbursement of supplies. Reviews records for accuracy of information and compliance with established procedures. Schedules and conducts cycle counts and physical inventories.
1.4 PROVISION MASTER
Supervises and coordinates activities of a staff concerned with ordering, receiving, storing, inventorying, issuing, and shipping hotel related hotel consumable and disposable items, materials, supplies, tools, equipment, and parts, in a storeroom, by performing the following duties. This storeroom supports the following shipboard functions: Casino, Cruise Programs, Housekeeping, Purser's Office, Beauty Salon and Gift Shops. Ensures the accuracy of par levels, stock rotation practices, receipt and disbursement of supplies. Reviews records for accuracy of information and compliance with established procedures. Schedules and conducts cycle counts and physical inventories.
Supervises and coordinates activities of a staff concerned with ordering, receiving, storing, inventorying, issuing, and shipping hotel related hotel consumable and disposable items, materials, supplies, tools, equipment, and parts, in a storeroom, by performing the following duties. This storeroom supports the following shipboard functions: Casino, Cruise Programs, Housekeeping, Purser's Office, Beauty Salon and Gift Shops. Ensures the accuracy of par levels, stock rotation practices, receipt and disbursement of supplies. Reviews records for accuracy of information and compliance with established procedures. Schedules and conducts cycle counts and physical inventories.
2. ACCOMMODATION TEAM
|
2.1 CHIEF HOUSEKEEPER
Directs the overall housekeeping functions for guest areas, public areas and associated activities . He assigns duties, responsibilities , observes and evaluates employees and work procedures to ensure quality standards and service is met. Provides on the job training to subordinates. |
2.2 EXECUTIVE HOUSEKEEPER
As Executive Housekeeper, you will be leading a multicultural, world-class team. You will be responsible for the management of all Housekeeping functions and team members onboard.
2.3 ASST. EXECUTIVE HOUSEKEEPER
As Assistant Executive Housekeeper, You will be responsible for assisting in the management of all Housekeeping functions and team members onboard. In addition, you will have the opportunity to travel the world while working for a top global employer of choice.
2.4 HOUSEKEEPING ADMINISTRATIVE ASSISTANT
The Housekeeping Administrative Assistant is responsible for supporting, managing and maintaining all clerical and administrative functions for the housekeeping and Laundry division.
The candidate should have specific knowledge of principles and processes for providing exceptional customer and personal service including needs assessment, problem resolution, demonstrated strong attention to detail and achievement of quality service standards. The candidate should also have working knowledge of cleaning procedures and equipment, chemical handling, linen par levels, public health standards, computers, internet access, and the ability to navigate within a variety of software packages (e.g. MS Office) and office equipment.
Responsibilities include (but are not limited to):
As Executive Housekeeper, you will be leading a multicultural, world-class team. You will be responsible for the management of all Housekeeping functions and team members onboard.
2.3 ASST. EXECUTIVE HOUSEKEEPER
As Assistant Executive Housekeeper, You will be responsible for assisting in the management of all Housekeeping functions and team members onboard. In addition, you will have the opportunity to travel the world while working for a top global employer of choice.
2.4 HOUSEKEEPING ADMINISTRATIVE ASSISTANT
The Housekeeping Administrative Assistant is responsible for supporting, managing and maintaining all clerical and administrative functions for the housekeeping and Laundry division.
The candidate should have specific knowledge of principles and processes for providing exceptional customer and personal service including needs assessment, problem resolution, demonstrated strong attention to detail and achievement of quality service standards. The candidate should also have working knowledge of cleaning procedures and equipment, chemical handling, linen par levels, public health standards, computers, internet access, and the ability to navigate within a variety of software packages (e.g. MS Office) and office equipment.
Responsibilities include (but are not limited to):
- The position oversees all clerical and administrative functions for the housekeeping division. This includes and is not limited to the managing and maintaining of reports, performance measuring tools, reporting logs, Inventory logs, internal communications, requisitioning functions, audit results management, Inspection data entry, time and attendance functions and other aspects of crew management and support.
- This position will oversee the managing and maintaining various reports that are required to support the Housekeeping and Laundry operation.
- This position will manage and maintain various programs which may include and is not limited to the gift and gear program and revenue reporting for the laundry, floral cart, mini-bar and tuxedo programs as well as various other programs.
2.5 ROOM SERVICE SUPERVISOR
Supervises and coordinates the activities of the Room Service function. He trains and monitors room service employees for proper service. Provides on-the-job training to Waiters and Assistant Waiters and prepares them for possible advancement to promotional positions.
2.6 CLEANER
Maintains public areas and crew quarters in a clean and orderly condition. Overates steam cleaning equipment, scrapers, brooms and a variety of hand and power tools. Cleans public restrooms, elevators, offices and crew corridors in designated areas. Cleans carpet, upholstery, floors, walls, ceilings, draperies, windows and room accessories. Dusts furniture and washes windows, walls, ceilings, woodwork and door panels.
2.7 FACILITIES CLEANING SPECIALIST
As Facilities Cleaning Specialist, you will be serving with a world-class team. You will be responsible involved in the overall public/crew areas cleaning function onboard the vessel, focusing primarily on quality of operations. In addition, you will have the opportunity to travel the world while working for a top global employer of choice
Supervises and coordinates the activities of the Room Service function. He trains and monitors room service employees for proper service. Provides on-the-job training to Waiters and Assistant Waiters and prepares them for possible advancement to promotional positions.
2.6 CLEANER
Maintains public areas and crew quarters in a clean and orderly condition. Overates steam cleaning equipment, scrapers, brooms and a variety of hand and power tools. Cleans public restrooms, elevators, offices and crew corridors in designated areas. Cleans carpet, upholstery, floors, walls, ceilings, draperies, windows and room accessories. Dusts furniture and washes windows, walls, ceilings, woodwork and door panels.
2.7 FACILITIES CLEANING SPECIALIST
As Facilities Cleaning Specialist, you will be serving with a world-class team. You will be responsible involved in the overall public/crew areas cleaning function onboard the vessel, focusing primarily on quality of operations. In addition, you will have the opportunity to travel the world while working for a top global employer of choice
2.8 STATEROOM ATTENDANT
Maintains an assigned section of 10 to 21 guest staterooms (and balconies if present), ice stations, service lockers, trolleys and corridors in a clean and orderly manner. During boarding, transports the luggage to assigned areas during boarding and departure and introduce themselves to all guests in their assigned station Explains their function including duty hours and other available room services. Makes beds, changes towels, replenishes bathroom supplies, cleans showers, sinks, carpets, upholstery, floors, etc.
2.9 STAFF / OFFICER ATTENDANT
Maintains an assigned section of staff and officer accommodations and corridors in a clean and orderly manner. Makes beds and changes towels. Cleans bathrooms and replenishes bathroom supplies. Cleans showers, sinks, toilet bowl, carpet, upholstery, floors, walls, ceilings, draperies, windows, and room accessories to remove effects of smoke, water and other damage such as dirt, soot, stains, mildew, and excess water and moisture. Sweeps, scrubs and vacuums.
Maintains an assigned section of 10 to 21 guest staterooms (and balconies if present), ice stations, service lockers, trolleys and corridors in a clean and orderly manner. During boarding, transports the luggage to assigned areas during boarding and departure and introduce themselves to all guests in their assigned station Explains their function including duty hours and other available room services. Makes beds, changes towels, replenishes bathroom supplies, cleans showers, sinks, carpets, upholstery, floors, etc.
2.9 STAFF / OFFICER ATTENDANT
Maintains an assigned section of staff and officer accommodations and corridors in a clean and orderly manner. Makes beds and changes towels. Cleans bathrooms and replenishes bathroom supplies. Cleans showers, sinks, toilet bowl, carpet, upholstery, floors, walls, ceilings, draperies, windows, and room accessories to remove effects of smoke, water and other damage such as dirt, soot, stains, mildew, and excess water and moisture. Sweeps, scrubs and vacuums.
2.10 POOL ATTENDANT
Pool Attendants provide courteous, friendly, and professional guest service and ensure that safety comes first in the pool and turf areas. Their responsibilities include maintaining a clean, safe, and sanitary pool area; ensuring that deck furniture is always clean and properly arranged; and observing guests in the pool area to ensure that pool and general safety regulations are followed, responding to any type of emergency by dialing 911. Candidates must have at least one year of experience in a similar role, preferably in a four- or five-star hotel, with an emphasis in pool area maintenance.
2.11 DECK SUPERVISOR
As Deck Supervisor, you will be working alongside a multicultural, world-class team. You will be responsible for inspections and running the Housekeeping Operation of our state of the art ships (all staterooms, suites and public areas).
3. FINANCE & AUDITING TEAM
|
3.1 FINANCIAL CONTROLLER
The Financial Controller leads the ship in all areas of fiscal responsibility and procedural compliance of the Ship's Financial Operation, focusing on the effective and accurate exchange of financial information between Shipboard, shoreside Accounting and Finance Administration. Maintains the Company's integrity of all shipboard accounting procedures relating to the complete payroll process, cash payments, revenue reporting, expenditure reporting, and shipboard budgets. Fully accountable for the accurate accounting and dispersal of all gratuity payments to crew. Maintains the integrity of the gratuity liability account for all areas and divisions. Guides, educates and offers comprehensive training pertaining to gratuity reconciliation to all ships Managers. Administers the Foreign Exchange program in certain itineraries. |
3.2 CASHIER
He does monetary tansactions in the Casino. Operates electronic coin counter or counts chips to determine correct exchange values. Provides guests with paper currency and/or coin equivalence. Maintains, balances and reconciles assigned cage assets (cage drawer). Prepares daily summaries by counting, reading and reconding totals of cash, coins, traveler's checks, credit cards and ship credit. Reseponsible for manual and computerized daily reports including transaction summaries.
3.3 MARKETING & REVENUE MANAGER
Optimizes onboard revenue generation by analyzing financial data and develops cross-marketing strategies. Participates with shipboard management in the decision making process and implementation of all issues impacting onboard business and revenue creation. Responsible for meeting or exceeding overall planned revenue and APD targets for the ship. Analyzes marketing programs and associated revenue to develop or adjust strategies and tactics to increase guest participation. Develops marketing promotion plans for improving or increasing profitability of the revenue areas onboard the vessel. Identifies and makes recommendations to implement plans. Works directly with the Cruise Director to identify the optimal scheduling opportunities. Plans and conducts informal focus group sessions with guests and shipboard staff to gather feedback, identify areas for improvement and formulate strategies to optimize guest satisfaction and revenue.
He does monetary tansactions in the Casino. Operates electronic coin counter or counts chips to determine correct exchange values. Provides guests with paper currency and/or coin equivalence. Maintains, balances and reconciles assigned cage assets (cage drawer). Prepares daily summaries by counting, reading and reconding totals of cash, coins, traveler's checks, credit cards and ship credit. Reseponsible for manual and computerized daily reports including transaction summaries.
3.3 MARKETING & REVENUE MANAGER
Optimizes onboard revenue generation by analyzing financial data and develops cross-marketing strategies. Participates with shipboard management in the decision making process and implementation of all issues impacting onboard business and revenue creation. Responsible for meeting or exceeding overall planned revenue and APD targets for the ship. Analyzes marketing programs and associated revenue to develop or adjust strategies and tactics to increase guest participation. Develops marketing promotion plans for improving or increasing profitability of the revenue areas onboard the vessel. Identifies and makes recommendations to implement plans. Works directly with the Cruise Director to identify the optimal scheduling opportunities. Plans and conducts informal focus group sessions with guests and shipboard staff to gather feedback, identify areas for improvement and formulate strategies to optimize guest satisfaction and revenue.
4. SHORE EXCURSIONS TEAM
|
4.1 ASST. EXPLORATION MANAGER
Promotes, explains and sells shore excursion tours and packages to guests. Operates point-of-sale (POS) computer terminals and provides training to new staff members. Assists in reviewing tour operators, reviews quality issues and cruise comments and assists with coordinating payment for the tour operators. |
4.2 SHORE ESCURSIONS MANAGER
Administers the shipboard Shore Excursion program and related guest services to achieve established revenue and quality goals. Supervises the financial aspects of the assigned shore excursion program, including the successful identification of expense reduction through cost control. Ensures the continuous and accurate participation of the service operation. Analyzes operational problems such as theft and establishes controls. Prepares a variety of reports and letters utilizing personal computer system and equipment.
4.3 SHORE EXCURSIONS STAFF
Shore Excursions Staff promotes, explains and sells shore excursion tours and packages to gusts onboard the vessels by performing the below essential duties and responsibilities.
4.2 SHORE ESCURSIONS MANAGER
Administers the shipboard Shore Excursion program and related guest services to achieve established revenue and quality goals. Supervises the financial aspects of the assigned shore excursion program, including the successful identification of expense reduction through cost control. Ensures the continuous and accurate participation of the service operation. Analyzes operational problems such as theft and establishes controls. Prepares a variety of reports and letters utilizing personal computer system and equipment.
4.3 SHORE EXCURSIONS STAFF
Shore Excursions Staff promotes, explains and sells shore excursion tours and packages to gusts onboard the vessels by performing the below essential duties and responsibilities.
4.4 EXPLORATION PORTS & SHOPPING LECTURER
Potential candidates must have a minimum of one to two years proven sales experience in a cruise ship environment, and speak additional languages such as Italian, Spanish, German, Norwegian, and/or French. Reports to: Explorations! Manager. Responsibilities include (but are not limited to): · Administer port lectures onboard for various European ports of call.
· Coordinate and promote the shopping program in Europe.
· Discuss with guests various tour and shopping options. Promote, sell, and up-sell shore excursions, port shopping programs and tour packages as appropriate.
· Utilize sales experience and training to achieve revenue goals and monitor personal and team shopping revenue performance.
· Provide guest services with regard to tour sales, refunds, complaints, and general port and ship information.
· Contact tour operators and assigned stores and venues related to shopping program to relay information to staff and guests.
· Work assigned Explorations! shifts on the sales desk, the pier, lounges, or other venues as directed by the Explorations! Manager.
· Ensures Royal Caribbean International's Gold Anchor Standards are followed at all times to deliver the ultimate guest experience
· Perform any other job-related duties assigned by the supervisor or management.
Potential candidates must have a minimum of one to two years proven sales experience in a cruise ship environment, and speak additional languages such as Italian, Spanish, German, Norwegian, and/or French. Reports to: Explorations! Manager. Responsibilities include (but are not limited to): · Administer port lectures onboard for various European ports of call.
· Coordinate and promote the shopping program in Europe.
· Discuss with guests various tour and shopping options. Promote, sell, and up-sell shore excursions, port shopping programs and tour packages as appropriate.
· Utilize sales experience and training to achieve revenue goals and monitor personal and team shopping revenue performance.
· Provide guest services with regard to tour sales, refunds, complaints, and general port and ship information.
· Contact tour operators and assigned stores and venues related to shopping program to relay information to staff and guests.
· Work assigned Explorations! shifts on the sales desk, the pier, lounges, or other venues as directed by the Explorations! Manager.
· Ensures Royal Caribbean International's Gold Anchor Standards are followed at all times to deliver the ultimate guest experience
· Perform any other job-related duties assigned by the supervisor or management.
4.5 DIVE MANAGER
He arranges the diving activities onboard and at the private destinations. He arranges guided tours, instructs and promotes equipment rentals on the islands. He assigns duties and responsibilities to employees. Manages the finances of the diving operation. Provides on the job training to staff members.
