The cruise manager is the responsible for customer service and total guest satisfaction on board. She/he makes the connection between the front line employees and the guests, engaging in conversations and finding out the best ways to delight the customers.
Acting as a helper and entertainer, the cruise manager has the chance to upsell products while interacting with guests. The CM is responsible for guaranteeing the smooth operation of all facilities on board, and the upkeep of the company standards.
The many tasks assigned for the CM are divided between him/her and the assistant cruise manager, allowing both members to focus on fewer, specific tasks and ensuring their good completion. The CM however has the final word on decisions made on board.
*JOB DESCRIPTION:
1. Communicate all VIPs, special needs, special diets and requests to all concerned members of staff
2. Take note of complaints and make sure to offer a quick and effective solution for the moment
3. Deliver special requests, or find suitable alternatives
4. Supervise and control the onboard expenses
5. Conduct monthly inventories in coordination with accountant
6. Prepare the next month’s equipment & HR needs forecast (new computers, new linen, new employees… will be needed)
7. Ensure that the standards are being respected according to the company’s guidelines
8. Report to general management regarding common complaints, operational issues and ways to improve
9. Supervise and help the check-in and check-out processes, guide visits of inspections or take care the FAM trip
10. Perform the daily welcome speech, and after-dinner speech informing the guests about their itinerary, safety on board, activities, etc.
11. Be present during the departure and arrival from excursions, on board activities and meals
12. Dealing with guest for any cases of bad weather, incidents,… in accordance to the GM/ OM guidelines
13. Interview new staff members, after a pre-selection from HR
14. Train new subordinates, train the staff in standard changes and updates
15. Submit a monthly duty roster to human resources in order to calculate paychecks
16. Supervise and correct any misconduct or disrespect for the company’s policies, uniforms and dress code, and procedures
17. Assign special tasks when necessary, and guide the staff on how to perform them
18. Perform other duties assigned by the management, including assisting in other departments eventually
