Chief Guest Experience Manager

Job Description

The Executive Housekeeper plays a pivotal role in the shipboard management team, overseeing all Housekeeping functions and team members on board. This includes ensuring cleanliness, maintenance, and presentation standards are managed to brand standards across all guest areas, officer cabins, laundry facilities, storage spaces, and other designated zones.

This key position reports directly to the Hotel Director, actively participating in hotel division activities and educating fellow division heads on cleanliness standards. The Executive Housekeeper is responsible for mentoring, developing, and providing training to team members, aiming to strengthen their performance and prepare them for succession planning.

In addition to scheduling and coordinating the Housekeeping Division\'s workload with shoreside support, this role oversees and administers laundry operations onboard. This ensures that the Laundry Master has the necessary skills, training, tools, information, and support to deliver services flawlessly and consistently.

As a leader within the housekeeping division, the Executive Housekeeper fosters open communication, promotes teamwork among staff, and strives to maintain a high level of customer satisfaction through exceptional service delivery to guests and colleagues alike.

This role entails ensuring the highest standards of cleanliness, safety, and security are maintained at all times. Key responsibilities include leading, motivating, and coaching a team of empowered individuals who will aim to deliver exceptional guest service.

The Executive Housekeeper must be able to work positively and cooperatively in a diverse team environment to meet overall established time frames for the Housekeeping division operation.

A flexible outlook towards placement throughout the fleet, considering changing fleet-wide operational business needs, is also essential.

Required Skills and Qualifications

• Minimum five to seven years managerial / operational experience in housekeeping and laundry operations of large 4 or 5 Star hotels (500+ rooms), cruise line or hospitality industry related field required, with demonstrated experience supervising a team of minimum of 70 employees.
• Demonstrated strong results-oriented management style with proven successes.
• Specific knowledge of principles and processes for providing exceptional customer and personal service including needs assessment, problem resolution, demonstrated strong attention to detail, and achievement of quality service standards.
• Ability to effectively deal with internal and external guests, some of whom will require high levels of discretion, patience, tact, and diplomacy.
• Ability to communicate diplomatically with managers, shipboard and shore-side employees to resolve problems and negotiate amicable resolutions to challenges.
• Flexibility to manage, direct, and encourage a positive, dynamic, diverse Housekeeping operation by navigating through a changing work environment.
• Ability to utilize and administer the progressive disciplinary action process through coaching and counseling to improve performance where possible.
• Working knowledge of cleaning procedures and equipment, chemical handling, linen par levels, public health standards, computers, internet access, and the ability to navigate within a variety of software packages (e.g. MS Office) and office equipment.
• Completion of high school or equivalent required; bachelor\'s degree preferred.
• Ability to speak additional languages such as Spanish, Mandarin, Italian, French, German, or Portuguese preferred.

Benefits

This role offers opportunities for professional growth and development within a dynamic and fast-paced environment. The successful candidate will have the chance to work closely with the Fleet Executive Housekeepers to identify career path opportunities for Management team and crew members and assist accordingly to reach career goals as a coach and mentor.

Frequent and consistent updates of clear and concise handover notes are ensured to eliminate any possible miscommunication that compromises the efficiency of set processes.

Others

The Executive Housekeeper ensures a safe, secure, and healthy environment by enforcing organizational standards, procedures, and legal regulations and promoting Workplace Safety. This role assigns duties and responsibilities to team members, observes, and evaluates them through open and honest feedback to ensure high-quality standards are met.

This role performs related duties as required.