About the Role
In this role, your expertise in the hotel operations of cruise ships will be essential. You will act as the main point of contact for hotel-related guarantee claims, working closely with ship officers, technical teams, and shipyards to ensure all hotel department issues are assessed, coordinated, and resolved efficiently. Your understanding of the unique operational, technical, and guest service standards within cruise ship hotel departments will be crucial for success.
What You’ll Be Doing
- Serve as the primary liaison for hotel department guarantee matters between ships, technical teams, and shipyards.
- Independently resolve hotel-related guarantee claims, escalating issues when necessary.
- Ensure positive cash flow by coordinating reimbursements from shipyards for interventions handled by company personnel.
- Attend onboard interventions and meetings related to hotel operations as needed.
- Prepare monthly progress reports and maintain the guarantee claims database, with a focus on hotel department claims.
- Coordinate onboard service interventions and prioritize urgent hotel-related claims.
- Lead weekly calls with shipyards to address and coordinate top-priority hotel department guarantee claims.
- Organize and lead quarterly onboard guarantee meetings focused on hotel operations.
- Provide leadership and guidance to ensure the timely closure of open hotel-related claims.
- Communicate action plans and service intervention details to vessels, ensuring smooth execution within the hotel department.
- Foster strong working relationships with hotel teams, shipyards, and all stakeholders.
- Capture and share lessons learned with project management teams, specifically regarding hotel operations.
- Issue regular updates and reports to provide visibility into progress, challenges, and upcoming service needs for the hotel department.
- Bachelor’s or Master’s degree in Engineering or Architecture.
- At least 5 years of experience in a technical field, with direct experience supporting or working within the hotel department of cruise ships—such as guest services, housekeeping, food & beverage, or hotel operations management.
- Strong ability to read and interpret technical drawings.
- Proficient with MS Word, Excel, and PowerPoint.
- Excellent organizational skills, with a proven ability to manage multiple projects in a fast-paced environment.
- Self-motivated and capable of mobilizing people and resources effectively.
- Fluent in English (spoken and written); knowledge of French or Italian is a plus.