Hospitality & Operation Manager

3 giorni fa

Milano, Italia Costa Crociere A tempo pieno

Who we are
Looking for a career in an international environment rich in cultural diversity that is positive, friendly, and welcoming?
You have come to the right place.
We are a respected and valued diverse global community in terms of professionalism, multiculturalism and skills, of more than 20,000 people representing 70 different countries and cultures.
We are a company that listens.
Our culture promotes an open, positive, and supportive work environment built with trust and transparency between leaders and team members.
For our members to become the talented professionals our Guests are looking for, key to our People's Strategy is empowering our employees with outstanding training and development support to fuel their growth both personally and professionally.
**Hospitality & Operation Manager**:
Aim of the Position
According to Company policies and procedures the Hospitality & Operation Manager coordinates and supervises the correct execution and delivery of the product and services for both guests and crew in the Hospitality and Housekeeping departments.
Responsible for Hospitality and Housekeeping NPS and eNPS, the Hospitality & Operation Director thrives to ensure a high-quality cruise experience for guests.
As a company values Ambassador provides an inspirational example of leadership in line with Culture Essentials and W.I.D.E.R.
Values.
Main Responsibilities
The Hospitality & Operation Manager is a key member of the vessel's Senior Manager team and is the highest-ranking position of the Hospitality and Housekeeping departments onboard.
This role manages all the operations committed to delivering a high-quality service both in Information, Housekeeping and logistic operations for all guests, being responsible also for cleanliness of public and crew areas.
The Hospitality & Operation Director fosters a collaborative leadership of all departments within hotel operations, while personally exhibiting the Costa Values and Culture Essentials
**Responsibilities include but are not limited to**:
- Analyzing pre-cruise data about guest mix, special services, and particular requirements according to the cruise itinerary to maximize Hospitality and Housekeeping NPS and eNPS.
- Leading activities in the areas of Hospitality department to maximize NPS and service delivery in accordance with the Company procedures.
- Ensuring presence at the terminal during embarkation and disembarkation operations to strengthen supervision and coordination, assuring that both terminal and testing areas are properly set up according to Covid-19 protocols and procedures (i.e.
presence of signage, gel dispensers, availability of devices for Meet & Greet operations, Wi-Fi connection, etc.)
and that all crew members belonging to Hotel Department requested to support the process are available and properly trained (i.e.
runners, thermo-camera operators, etc.
).
- Coordinating onboard departments and Meet & Greet regarding embarkation process with particular focus on synchronization between embarkation and testing activities (liaising with Covid Manager) ensuring all guests are properly tested according to ETD and that positive cases and close contacts are properly managed and taken care (dedicated resources to be appointed for this task).
- Supervising that ashore personnel (Meet & Greet, Shore excursions, Ground operations) is properly tested according to procedures and that Meet & Greet personnel properly execute the different duties according to protocols and procedures.
- Ensuring that guests are welcomed and supported from the beginning until the end of the cruise coordinating with the Hospitality Service Manager the entire Hospitality Department ensuring a professional and high standard service is delivered to Guest.
- Guaranteeing within the Housekeeping Department the proper execution of the operations committed to delivering a high-quality service and cleanliness in all cabins, public and crew areas.
- Scheduling regular inspections in the Housekeeping and Hospitality departments taking corrective action when required to ensure guests and crew satisfaction.
- Ensuring a proper communication flow between terminal and ship (activating immediate escalation in case of need) and addresses to Hotel General Manager any concern or proposal for improvement.
- Preparing accurate business reports to share with onboard and shoreside partners.
- Interacting with guests using an appropriate language and tone of voice, and ensuring the team acts accordingly.
- Giving constant feedback to the Hotel General Manager about the most frequent complaints or significant remarks of the cruise to promptly evaluate the cruise atmosphere adjusting the cruise course by ensuring that the onboard managers perform in accordance with Company requirements.
- Organizing periodic meetings with the department managers to share common goals and information regarding the cruise product and the KPIs identified by the Company.
- Ensuring the Hospitality t

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