ONBOARD SERVICE MANAGER - ROPAX CRUISE FERRY

Worldwide /
Cruise Ships – Hospitality /
Contractual
Main Purpose of the Role:
Supporting the Senior OBS Manager you will be responsible for helping to deliver the service and sales strategy, whilst ensuring the delivery of the Financial, People, Customer and Safety KPI’s for the ship.
As OBS Manager you will lead the team, within your sphere of responsibility in Retail or Food & Beverage, and support all departments to meet the collective OBS objectives and KPI’s.
This will be achieved through positive working relationships with your OBS Senior Manager, OBS Managers and key stakeholders. You will promote a high performing culture among the team and look for ways to significantly improve performance, service and sales.
 
Responsibilities:
• Ensure passenger and staff safety at all times through compliance with the policies and procedure as set by the Company and statutory authorities
• Lead and support the team to significantly improve performance, service and sales growth
• Responsible for effective succession planning, training and development of the team
• Ensure manning levels  
• Challenge the team to be the best they can be and achieve exceptional levels of performance, service and sales performance
• Identify opportunities to improve service and sales through effective coaching, training, mentoring
• Visibility on the shop floor and leading from the front
• Monitor customer feedback and coach and support the team to improve
• Implement and control process that will deliver significantly improved customer service
• Ensure that all team conduct themselves in a professional and responsible manner and are fully aware of all ship health and safety requirements
• Develop a ship culture that strives to improve customer experience and rewards innovation and great service
• Responsible for managing leave and absence of team to ensure doesn’t impact service levels
 
Knowledge & Skills - Essential:
• Profit and Loss and budget management
• Human Resource management
• Ability to manage and accelerate performance
• Ability to effectively manage attendance and support employees through ill health in line with process and policy
• Food safety level 3 or higher
• Able to demonstrate an ability to cope under pressure in a busy working environment
• Ability to flex resource at short notice to meet customer demand
• Competent with Microsoft office systems
• Problem solving and implementing process change
• Able to meet and/ or exceed performance targets
• Good leadership qualities aligned to the company values
 
 Knowledge & Skills – Desirable
• Knowledge and experience of cross channel ferry or travel industry
• Fluent in second Language relevant to the sector
• Fully trained in and conversant with the legal requirements of: -
Ø  Crew Management System
Ø  Foreign Exchange System
Ø  Shipboard Retail System
- Previous cruise ship experience, ideally Cruise Ro-Ro vessels
- Fluent English
- Able to demonstrate an ability to cope under pressure in a busy working environment
- Competent with Microsoft office systems
- STCW Compliant
- Problem solving skills
- Language required: English. French is a plus