Director of Hotel Service Quality Standards

About the company :

Leading cruise ship hotel services provider based in Miami. Over 40 years providing culinary and service excellence to clients.

About the role:

  • The Director of Hotel Service Quality Standards will report direct to the Vice President of Operations. The Director of Hotel Service Quality Standards focuses on the highest level of service standards in Food and Beverage ( restaurants & bars/ front of house ) and housekeeping, delivery to both the external and internal customers while maintaining a cost effective operation that meets budget targets and achieves or exceeds all other objectives set by the company and its
    clients, including but not limited to, guest satisfaction ratings, beverage revenue targets and vessel sanitation inspections scores. Strong focus on F&B. 
  •  Direct reports include Travelling Beverage Manager, Corporate Housekeeper 1 for each brand and Corporate Services Manager. 
  • The ideal candidate will be expected to travel approximately 50% of his or her time visiting clients vessels.
  • Current vessel count falling under this role is 10 vessels across 2 brand with 
  • Will work independently from home and travel 50% of the time .

TECHNICAL REQUIREMENTS

  • The candidate must have a proven track record in building, leading and motivating high-
  • performance teams of professionals of different national and cultural backgrounds.
  • Extensive knowledge of hotel services, primarily focused on Restaurant, Bar and
  • Housekeeping operations with an understanding of luxury standards and guest
  • expectations.
  • Knowledgeable about international quality standards like Leading Quality Assurance
  • (LQA) and Leading Hotels of The World (LHW).
  • Ability to observe and evaluate the operation against service standards and to take
  • required action to enhance the operation to meet guest and company’s expectations.
  • Ability to author and publish Standard Operating Procedures and policies, including but
  • not limited to, financial and hotel services manuals.
  • Proven ability to manage a demanding workload, balance multiple tasks and switch gears
  • while maintaining priorities.
  • Self-initiative and resourcefulness to develop well-planned strategies and achieve goals
  • within tight timelines.
  • Comfortable and competent utilizing technology in a business setting, including complex spreadsheets programs and data charting programs.
  • Thorough understanding of food & beverage cost control and procurement systems.
  • Thorough understanding of Property Management Systems (PMS) as well as a good understanding of Micros Point of Sale (POS) system.
  • Adept to sanitation standards promulgated by the Centers for Disease Control (CDC) through its Vessel Sanitation Program (VSP).
  • Good understanding of ITF Collective Bargaining Agreements and the MLC Labour
  • Convention 2006.
  • Ability to guide the planning of front of the house catering and services space for new build vessels.
  •  Ability to author trip and inspection reports that can be disseminated to members of the clients executive management and senior management of company

BEHAVIORAL COMPETENCIES

  • Excellent communication skills; speaking, writing and listening. Articulate and persuasive; can communicate difficult and complex matters in a straightforward and transparent manner.
  • Ability to challenge the status quo in order to achieve a team culture dedicated to continued improvement and best practices.
  •  Strong organizational, analytical, detailed planning and project management skills.
  • Ability to maintain professionalism and honesty while building credibility, trust, and respect with both internal and external clients and customers.
  • Ability to grasp concepts quickly, by thinking beyond traditional methods.
  • Team oriented and an advocate of to a collegial, collaborative environment.
  • Ability to mentor, counsel, coach and generally support those who are not confident in their area of competence, building morale and personal esteem.
  • Ability to remain confident when dealing with negative situations, convince others to have
  • ideas and create new options, as well as encouraging and enthusing them to come up with imaginative solutions to difficult problems.
  • Provide optimum levels of leadership through encouragement, training and support in order to help others achieve their results and meet their budgets.
  • Adept to creating a culture of continuous improvement.
  • Ability to set clear objectives, monitor progress, take corrective action and control performance levels.


What you must have 

  • The successful candidate must have a Master’s Degree in Hospitality Management or the experience equivalent of at least 10 years in shore side cruise vessel operations hospitality
    management.
  • Must have had a career path in Food and Beverage with in-depth restaurant operations management experience. 
  • The candidate must have at least four years of shipboard employment experience, preferably in a senior management position. 

It's a bonus if you have :

  • Solid upscale shore side hotel management
    experience is preferred but not essential.

What you get :

  • Salary negotiable depending on experience
  • Includes medical 
  • Paid vacation




 

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