Manager of Onboard Operations

Windstar Cruises•Miami, FL

17d•Hybrid

About The Position

Awarded World’s Best Small Ship Cruise line, Windstar Cruises is known for intimate yacht style experience and unique voyages to the world’s best small ports and hidden harbors. Its three sailing yachts and four all-suite yachts carry just 148 to 342 guests and cruise around the world. Our mission is to imagine and deliver personalized and immersive experiences 180 degrees from ordinary. We enrich people’s perspective through inspired travel. Our Mission: Enriching Lives Through Travel Our Values: Guest Obsessed, Open and Inviting, Fun-Loving and Focused, Light-Hearted and Genuine, Casual Yet Polished, Safe and Responsible. The Manager of Onboard Operations is responsible for overseeing the operational support for the Hotel Department and Hotel Department systems, with an emphasis on delivering and driving operational efficiencies. This role includes managing key departments such as housekeeping, guest services, administration and inventory management. The Manager will also spearhead initiatives for process improvement, and system enhancements, ensuring continuous innovation, revenue optimization, and superior guest satisfaction across the fleet.

Requirements

Proven experience in a senior operational role within the cruise or hospitality industry, with a strong focus on guest experience, hotel management, fiscal controls, revenue generation strategies.
Strong track record in implementing process improvements, new technologies, and systems that enhance guest satisfaction and operational efficiency.
Excellent communication, leadership, and problem-solving skills.
Financial acumen with 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 (MXP, POS, ITV, CRM)
Operational leadership and innovation
Guest experience management
Systems and process optimization
Revenue management and strategy
Cross-department collaboration
Staff training and development
Financial management and performance tracking
Industry analysis and competitive positioning

Responsibilities

Lead and oversee the day-to-day operations of Housekeeping, Administration (Pursers), Guest Services (Reception), and Hotel Inventory Management, ensuring alignment with company objectives and guest satisfaction goals.
Provide leadership, support, and management to corporate direct reports, including the Corporate Purser, Corporate Housekeeper, and Corporate Hotel Controller.
Develop, support, and implement standard operating procedures, new initiatives, and process enhancements for onboard Housekeeping, Pursers, Reception, and Hotel Inventory departments.
Provide strategic direction and mentorship to onboard teams, fostering a high-performance culture while ensuring operational efficiency and financial success.
Serve as the primary corporate support resource for Hotel General Managers regarding day-to-day administration, processes, and reporting.
Oversee compliance with reporting requirements and operational processes across all Hotel Operations departments.
Review existing operational processes and drive simplification, standardization, and efficiency improvements.
Establish and monitor reporting mechanisms that enhance operational performance, optimize budgets, and improve efficiency.
Maintain and update SOPs for holidays and region-specific operational processes.
Manage the company’s printed materials, templates, and onboard collateral program.
Serve as the primary business owner for the MXP management platform, including guest journey, financial, point-of-sale, and inventory management modules.
Lead the integration, implementation, and optimization of systems supporting hotel operations, ensuring seamless adoption and operational efficiency.
Serve as the business owner for all Digital Guest Experience platforms, including interactive TV, mobile applications, internet services, and AI-enabled guest technologies.
Establish and maintain standards and processes for content management across digital guest platforms.
Partner with IT and Hotel Operations teams to identify and implement technologies that enhance the guest experience and operational performance.
Monitor the performance of all hotel revenue streams and ensure alignment with financial objectives.
Develop and execute strategies to optimize revenue across hotel departments, including Laundry, Internet, Retail and Spa operations.
Recommend and implement initiatives that drive incremental onboard revenue.
Oversee fiscal management of hotel operating expenses, including hotel supplies, uniforms, food, and beverage, ensuring effective cost control and budget compliance.
Develop annual budgets and forecast updates for hotel operating expenses.
Oversee hotel inventory management programs and ensure compliance with established controls.
Collaborate with Hotel Purchasing and Logistics teams to optimize procurement, distribution, and inventory efficiencies.
Plan, prioritize, and manage hotel department capital expenditure projects and requests.
Track and monitor the financial performance of hotel operations across the fleet, identifying trends and recommending corrective actions where needed.
Maintain and oversee audit programs for onboard financial, cash-handling, and inventory control processes.
Oversee voyage reporting processes and financial reporting related to hotel revenue and expenses.
Collaborate with Finance to ensure compliance with onboard accounting policies, auditing standards, and budgeting processes.
Maintain ownership of the end-to-end guest experience from embarkation through disembarkation.
Serve as the business owner of the guest feedback and post-cruise survey program.
Drive continuous improvement initiatives based on guest ratings, survey results, and direct feedback.
Partner with senior leadership to improve guest satisfaction metrics through targeted action plans and service enhancement initiatives.
Collaborate with Commercial teams to establish, maintain, and improve processes supporting charters, groups, and VIP guests.
Serve as the primary corporate resource supporting cross-functional teams with charter operations, group coordination, and special event planning.
Review and collaborate with direct reports on training programs and manuals to ensure teams possess the skills and knowledge required to deliver exceptional guest experiences.
Recommend and implement enhancements to SOPs and training programs that improve operational effectiveness and guest satisfaction.
Conduct periodic shipboard visits to ensure consistent execution of service standards and identify opportunities for operational improvement.
Partner with shoreside departments to address operational needs, including the development and maintenance of onboard communication materials and guest collateral.