Manager of Onboard Operations

Windstar Cruises•Miami, FL

10d

About The Position

The Manager of Onboard Operations oversees operational support for the Hotel Department and its systems, with a focus on operational efficiency, continuous improvement, revenue optimization, and guest satisfaction across the fleet. The role manages housekeeping, guest services, administration, and hotel inventory management, and provides leadership and support to corporate direct reports and onboard teams. The position owns the MXP management platform and the company’s Digital Guest Experience platforms, leading system integration, implementation, optimization, and content standards in partnership with IT and Hotel Operations. It also oversees hotel revenue streams, operating expenses, budgets, forecasts, inventory controls, capital expenditure requests, financial reporting, and audit programs. The Manager owns the end-to-end guest experience and guest feedback program, supports charter, group, and VIP processes, and collaborates on training and standard operating procedures. Periodic shipboard visits are required to assess service standards and identify operational improvements. International travel may be required up to 25% of the time.

Requirements

Proven experience in a senior operational role within the cruise or hospitality industry, focused on guest experience, hotel management, fiscal controls, and revenue generation strategies.
Strong track record implementing process improvements, technologies, and systems that enhance guest satisfaction and operational efficiency.
Excellent communication, leadership, and problem-solving skills.
Financial acumen and experience in budgeting, forecasting, and financial oversight of hotel operations.
Ability to analyze data, track performance, and implement data-driven solutions.
Ability to travel internationally up to 25% of the time.
Strong project management skills.
Shipboard software system ownership and governance experience, including MXP, POS, ITV, or CRM.
Operational leadership and innovation capabilities.
Guest experience management skills.
Systems and process optimization capabilities.
Revenue management and strategy skills.
Cross-department collaboration skills.
Staff training and development skills.
Financial management and performance tracking skills.
Industry analysis and competitive positioning skills.

Responsibilities

Lead day-to-day operations for Housekeeping, Administration (Pursers), Guest Services (Reception), and Hotel Inventory Management.
Provide leadership and support to corporate direct reports, including the Corporate Purser, Corporate Housekeeper, and Corporate Hotel Controller.
Develop and implement standard operating procedures, initiatives, and process enhancements for onboard hotel departments.
Provide strategic direction and mentorship to onboard teams, supporting operational efficiency and financial performance.
Support Hotel General Managers with day-to-day administration, processes, and reporting.
Oversee compliance with operational processes and reporting requirements across Hotel Operations.
Review operational processes and drive simplification, standardization, and efficiency improvements.
Establish and monitor reporting mechanisms to improve performance, budget optimization, and efficiency.
Maintain and update SOPs for holidays and region-specific operational processes.
Manage printed materials, templates, and onboard collateral.
Own the MXP management platform, including guest journey, financial, point-of-sale, and inventory management modules.
Lead integration, implementation, and optimization of systems supporting hotel operations.
Own Digital Guest Experience platforms, including interactive TV, mobile applications, internet services, and AI-enabled guest technologies.
Establish and maintain content management standards and processes for digital guest platforms.
Partner with IT and Hotel Operations to implement technologies that improve guest experience and operational performance.
Monitor hotel revenue streams and ensure alignment with financial objectives.
Develop and execute revenue optimization strategies for Laundry, Internet, Retail, and Spa operations.
Recommend and implement initiatives that increase onboard revenue.
Oversee hotel operating expenses, including supplies, uniforms, food, and beverage, and ensure cost control and budget compliance.
Develop annual budgets and forecast updates for hotel operating expenses.
Oversee hotel inventory management programs and compliance with established controls.
Collaborate with Hotel Purchasing and Logistics to improve procurement, distribution, and inventory efficiency.
Plan, prioritize, and manage hotel department capital expenditure projects and requests.
Monitor hotel operations’ financial performance across the fleet, identify trends, and recommend corrective actions.
Maintain and oversee audit programs for onboard financial, cash-handling, and inventory control processes.
Oversee voyage reporting and financial reporting related to hotel revenue and expenses.
Collaborate with Finance on onboard accounting policies, auditing standards, and budgeting processes.
Own the end-to-end guest experience from embarkation through disembarkation and the guest feedback and post-cruise survey program.
Drive improvements based on guest ratings, survey results, and direct feedback, partnering with senior leadership on targeted action plans.
Collaborate with Commercial teams to establish and improve processes for charters, groups, and VIP guests.
Support cross-functional teams with charter operations, group coordination, and special event planning.
Review training programs and manuals with direct reports and recommend or implement improvements to SOPs and training.
Conduct periodic shipboard visits to confirm service standards and identify operational improvements.
Partner with shoreside departments on operational needs and onboard communication materials and guest collateral.