Human Resources Manager

Norwegian Cruise Line Holdings Ltd.; Miami (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Norwegian Cruise Line Holdings Ltd. in Miami seeks a Human Resources Manager—Training to ensure RSSC training programs, policies, and service standards drive guest satisfaction and crew morale.

The role collaborates with shipboard leadership to sustain welfare, recognition, and performance initiatives across crews on multiple vessels. The position requires extensive HR management and training experience, with a focus on Fairness, cross-training, and continuous improvement of onboard policies and

Qualifications

• Higher education in HRD, business administration, psychology, or related field.
• Minimum 5 years’ experience in management HR/training; shipboard preferred.
• Previous shipboard experience is required.

Responsibilities

• Lead, coordinate, and implement management and crew training on board.
• Support managers in reinforcing crew policies and procedures.
• Maintain professional relationships with onboard senior management.
• Coordinate promotion, succession planning, and cross-training.
• Oversee disciplinary processes and ensure fair hearings.
• Maintain crew welfare activities and performance reviews.

Education

Higher College or University Diploma/Degree in Human Resource Development, Business Administration, Psychology, or related field

Tools

MS Office Suite

Fidelio Cruise

MXP

Job description

The objective of this position is to ensure that the implementation of RSSC training programs, human resource polices, and service standards result in exceptional guest satisfaction, excellent crew morale and welfare, and positive business results.

Responsibility and Authority

• Leading, coordinating, and implementing management and crew training
• Supporting managers in the reinforcement of crew related policies and procedures
• Maintaining a productive and supportive professional working partnership with the onboard Senior Management and colleagues at all times
• Leading and supporting employee recognition programs and Employee Service Awards
• Maintaining documents and data required for talent management and human resources administration
• Maintain proper Crew Welfare presence and execution as per approved policy Maintaining operational continuity with a systematic and consistent handover procedure for replacement Human Resources Manager

Guest Experience

• Demonstrates genuine concern for guests’ wellbeing at all times
• Pro-active approach to problem solving

Crew Experience / Operational and Administrative

• Communicates regularly with onboard Management regarding needed crew related issues and any needed training requirement thereby fostering a pro-active approach
• Supports HODs in the reinforcement of all personnel standards, policies, training as well as any issues, following up as required
• Is out “on the floor” on a daily basis and visible and approachable to managers and crew, also observing service standards and crew whilst at work
• Evaluates and makes recommendations for the modification of Human Resource related policies
• Recommends and implements RSSC policies relating to onboard promotion, succession planning, and cross training, and assists and provides guidance to all HODs in regards to promotions to ensure that they are fair and based on objective performance
• Helps to coordinate all formal disciplinary warnings conducted onboard, regardless of department. Ensuring that all allegations are investigated, that management is well informed of all relevant information/facts and that a fair hearing is conducted to protect the interests and rights of both the Company and the crewmember
• Provides management with employee counseling as required, following up on disciplinary situations, ensuring that any required training is carried out by the relevant person
• Ensures that all crew are evaluated in line with Company’s Performance Review Policy. Assisting and providing guidance to HODs for any performance review issues, as well as reviewing all evaluations prior to being issued to crewmembers (for both RSSC and SSSL)
• To be present at all Do Not Rehire evaluations issued within RSSC and SSSL departments
• Communicates standards of performance to employees
• Organizes the Employee of the Month event as per procedure
• Recommends and implements approved incentive programs for crew (Employee Service Awards)
• Conducts and oversees the completion of TOTC as per policy, arranges for “guest speaker” if needed
• Ensures monthly welfare meetings are carried out as per Crew Welfare Policy
• Supports and generally oversees the coordination of all crew welfare activities
• Coordinates the Crew Welfare Activities schedule with the upcoming hosting department
• Attends sign on crew meetings as needed and assists with sign on procedures when more than 10 crew members
• Attends sign off meeting for debarking crew and assists with sign off procedures when more than 10 crew members
• Assists Crew Purser with the physical Crew Clearance Procedures as required, particularly within US and Canadian Ports
• Performs all other duties as requested by Master

Administrative

• Required to attend all written disciplinary hearings onboard and be informed of any counseling situations, resignations or emergency leaves prior to any action being taken. Also ensure that all onboard senior managers are also fully informed of all proceedings as required
• Ensures that the required paperwork is completed correctly and that accurate minutes, statements and other paperwork is collected, logged and distributed as per company policy in a timely manner to onboard and shore side personnel
• Attends SHOM and SSMM meetings, thereby bringing up issues, ideas and recommendations for further improvement
• Attends Cabin Inspections as per policy
• Maintains records of training participation in the shipboard electronic filing system
• Assists and ensures that all RSSC department heads conduct performance reviews of their employees as per company policy (for SSSL crew, refer to SSSL Human Resource Manual section 10) and within set deadlines, and uploads the final signed reviews in shipboard electronic filing system under the relevant crew member’s profile
• Prepares Cruise Training Schedule for all training sessions for the upcoming cruise in cooperation with HODs, Safety Officer, SECO, Environmental, and Doctor
• Prepares HRM cruise end report
• Stays up to date with the contents in the RSSC SOP Manual, SSSL manual, ITF agreements and all other onboard employment contracts
• Ensures accurate records of personnel related matters are maintained
• Ensures Crew Birthday Cards and Birthday list are created and distributed/communicated by Crew Administrator each month as per company policy
• Prepares standard Human Resources handover report, completes inventory sheet as well as organized data files upon completion of contract in order to provide a smooth transition period of his/her replacement
• Ensures that positive Guest Comment Cards are sent out as per procedure and comments are effectively communicated to all crew in the crew areas
• Training needs resulting from negative trends are identified and appropriately implemented

Training and Development

• Is familiar with all training materials and training tools and ensures that they are being used effectively. Promotes awareness of same to the HODs
• Works with the Safety Officer, Staff Captain, ENVO, SECO, and Doctor to maintain a weekly update of a published, complete ship’s training schedule covering a period of at least one cruise
• Creates and distributes participation rosters for each training sessions (except safety, security, environmental, and medical trainings) and ensures attendance entry into the shipboard filing electronic system
• Facilitates and ensures training of all shipboard employees according to RSSC standards and requirements is maintained:
• Provides flexible training schedules for those who are unable to attend the regular training sessions
• Assists HODs with incorporating Service standards of behavior in daily work by making him/herself visible in various working areas of the ship on a regular basis
• Provides refresher courses whenever deemed necessary
• Evaluates and recommends modifications of existing training programs and assists with the development of new RSSC training programs
• Facilitates, coordinates and assists with implementation of new RSSC training programs for continuous improvement
• Manages and facilitates cross training requests in line with company policy
• Ensures that all new employees complete the training programs as per RSSC standards
• Welcome Induction 1 and 2
• The Regent Experience
• Prevention of Harassment Training
• Code of Ethics Training
• Anti-Bribery Training
• Certified Management Training
• Welcome Breakfast
• Performance Reviews (part of FOL) 1 and 2

Safety

• Monitor the practical application of the Company's policy, procedures and instructions
• Immediately report to the Master of any known instances where the vessel is unable or fails to comply with any Company’s policy, procedure, instruction, and any safety, environmental, or security requirement
• Member of the Shipboard Senior Management Meeting SSMM, as described.
• Member of the Shipboard Safety Committee SSC, as described.
• Participate in crew and passenger safety drills according to instructions from ship’s command
• Comply with company safety and pollution prevention regulations

Education And Experience

Systems

• MS Office Suite
• Fidelio Cruise
• MXP

Education and Experience

• Higher College or University Diploma/Degree in Human Resource Development, Business Administration, Psychology, or related field
• At least 5 years’ related experience in a management human resource / training capacity which may substitute for the education requirement at an equivalent rate
• Previous shipboard experience required

Professional Profile and Conduct

This Professional Must

• Be a model for RSSC human resources, guest service, and professional appearance standards
• Be a self-starter and able to target service and HR priorities, take action and exhibit excellent follow up
• Maintain a trusted profile with Heads of Departments as a pro-active and flexible support person
• Be able to perform well under pressure and in an international environment
• Be able to energize training programs through excellent platform skills and motivational techniques
• Be able to conduct and follow structured training programs
• Have excellent administrative, computer and organizational skills along with attention to timeliness and detail
• Have an outgoing and approachable personality welcomed by crew, managers, and guests
• Be able to target opportunities for service improvement through training and coaching
• Have excellent appearance and excellent social skills

EQUAL OPPORTUNITY EMPLOYER

It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.