Cruise Operations Manager, Halong Bay

PURPOSE AND SCOPE OF ROLE

We are seeking a highly motivated and experienced Cruise Operations Manager to oversee our onboard operations aboard our vessels in Halong Bay. Reporting directly to the Ha Long Branch Manager, you will be instrumental in ensuring the highest standards of quality, service, and guest satisfaction across our fleet in Ha Long. This dynamic role involves leading and mentoring our Cruise Managers and onboard crew, collaborating closely with various departments, and driving continuous improvement in all aspects of our cruise product. With a primary focus onboard our vessels, you will be the champion of our operational excellence and a key contributor to delivering exceptional experiences for our guests.

RESPONSIBILITIES & TASKS

Ship Operations Excellence

• Take ownership of the product quality and service standards delivered onboard all vessels within the Halong Branch.

• Manage and coordinate Cruise Managers to ensure adherence to SOPs regarding quality control, service protocols, sanitation standards, and safety regulations.

• Provide proactive support to Cruise Managers in guest communication and service delivery, acting as a professional and helpful company representative when needed.

• Ensure impeccable personal appearance and hygiene standards are maintained by yourself and all onboard crew.

• Develop and implement new Standard Operating Procedures (SOPs) to enhance and maintain robust operational control.

• Deliver regular training and ongoing support to Cruise Managers and onboard crew to consistently achieve the highest levels of guest service.

• Collaborate closely with the Captain and marine crew, Technical Manager, and Executive Chef to elevate and sustain standards across all onboard operations, providing support to each department as required.

• Support the technical and marine teams during off-season and maintenance periods to ensure efficient work scheduling and adherence to timelines.

• Manage onboard crew rotas to guarantee adequate staffing levels at all times and ensure leave requests are handled effectively according to company needs.

• Oversee the implementation, collection, and reporting of guest feedback, working closely with the Customer Care team and Head Office in line with established SOPs.

• Support the HR team in the management of onboard crew and the recruitment of new personnel as needed.

• Provide support to the Branch Manager and branch office staff with various tasks and requirements as requested by them or Head Office personnel.

• Assist the Technical Manager and Captains with Occupational Health and Safety procedures, fire prevention protocols, and any necessary operational licensing or paperwork.

• Participate in meetings with the Branch Manager and Cruise General Managers as required.

• Monitor administrative procedures for ship documentation and coordinate all legal matters with the Branch Manager.

• Oversee daily operational expenses, ensuring adherence to budget (including fuel, F&B, and passenger fees).

• Professionally welcome and host FAM trips onboard vessels in accordance with SOPs.

• Act as a key liaison between Head Office teams (especially Customer Care, Operations, and Sales) and Cruise Managers regarding personalisation efforts and guest information.

• Proactively facilitate and develop strategies to increase and enhance onboard sales, upselling opportunities, and mini-product sales, including beverages, packages, spa services, and retail items.

Reporting & Analysis

• Prepare and submit comprehensive monthly operational reports to the Branch Manager, including performance analysis and future outlook.

• Report any losses or incidents to the Branch Manager promptly as required.

• Ensure all incidents are reported in a timely manner according to SOPs, with clear action plans implemented to mitigate future risks.

• Provide regular reports on guest feedback to senior management, along with actionable plans to address recurring complaints or areas for improvement.

• Implement, collect, and manage daily, weekly, and monthly reports from Cruise Managers and Department Heads, providing regular overviews to the Branch Manager and Head Office.

Product Development & Continuous Improvement

• Continuously review and propose suggestions for the enhancement of the company's cruise products, both onboard and for shore excursions, aligning with company goals.

• Provide detailed information and options to support the Branch Manager and Head Office management in regional product development initiatives.

• Offer support as needed on projects aimed at identifying new and innovative products or areas for development as directed by the Branch Manager.

• Proactively identify areas for continuous improvement in operational efficiency and product quality, encompassing both onboard experiences and excursions.

• Foster a culture of open communication by actively sharing relevant information with colleagues.

• Pursue personal development goals and participate in assigned training courses annually.

QUALIFICATIONS AND KNOWLEDGE

• Tertiary studies in Tourism, Hospitality

• Understanding of foreign cultures

• Certificate in Management is desirable.

• Sound knowledge of tourism principles, local geography, diverse foreign cultures, and Ha Long Bay area.

EXPERIENCE

• Minimum of 3 years of management experience working onboard cruise ships is essential, preferably in Ha Long Bay

• Proven operational experience in a similar role within the cruise or hospitality industry is highly preferred.

SKILLS & REQUIREMENTS

• Excellent written and spoken English

• Good spoken Vietnamese preferred

• Thorough understanding of MS Office (Excel, Word, PowerPoint etc.)

• High proficiency in interpersonal skill

• Ability to listen and active problem solving skills

• Personable, enthusiastic, self-motivated and able to work independently.

• Professional in demeanour and presentation.

• Must possess strong organization time management skills, attention to detail.

• Ability to motivate and lead teams