Position Summary

The Hotel Operations Manager is a strategic leadership role responsible for overseeing and optimizing hotel operations across the fleet. This position focuses on quality assurance, operational standards, procurement oversight, and mentoring Hotel Managers, ensuring consistency, compliance, and exceptional guest experiences. The role bridges shipboard operations with shoreside management, driving efficiency and excellence across all properties.

Essential Duties and Responsibilities

Operational

• Provide strategic oversight of all hotel operations, ensuring company standards, policies, and SOPs are consistently applied.
• Conduct operational audits and quality inspections to ensure compliance, efficiency, and guest satisfaction.
• Oversee procurement, inventory management, and cost control, maintaining high standards while optimizing budgets.
• Mentor, coach, and support Hotel Managers and department heads, enhancing leadership skills and operational performance.
• Develop and maintain training programs for managers and staff to ensure consistency of service and operational excellence.
• Analyze operational metrics (guest satisfaction, KPIs, financials) and recommend strategic action plans for improvement.
• Ensure health, safety, and hygiene compliance across all properties (HACCP, local regulations, company policies).
• Facilitate cross-departmental collaboration, including communication between shipboard teams and shore-side management.
• Review and act on guest feedback, operational reports, and audit findings to drive continuous improvement.
• Establish and maintain strong relationships with suppliers, ensuring quality, reliability, and cost-effective procurement.
• Advise on staffing, career development, and talent retention strategies within hotel operations.
• Coordinate with HR department crew hiring process, crew rotation process and crew scheduling process across the fleet.
• Represent the company in operational matters with external stakeholders and authorities as needed.

Training & Development

• Attend all meetings, training activities or classes related to assigned position as required.

Financial

• Monitor costs, KPIs, and guest ratings, implementing improvements when needed.
• Review monthly inventories and purchase orders.

Safety Responsibilities

• Enforce a safe and sanitary environment for all guests and crew members onboard.
• Know and comply with the European sanitation program and regulations pertaining to his/her working area.
• Participate in safety training as required.

Other Duties and Responsibilities

• As assigned and instructed by Head of River Operations and Shore Side Teams.

Qualifications

Knowledge, experience, skill, and/or ability

Required

Required

• Fluent in written and spoken English.
• Must be able to communicate effectively with the senior management.
• Ability to lead and make decisions.
• Good administrative skills.
• Experienced in coaching subordinates.
• Must be cost and quality conscious.
• Work with international team members.
• Perform assigned duties under pressure (time constraints).

Preferred

• Fluency in additional language, preferably German.

Required computer skills:

• Knowledge of Microsoft programs to include but not limited to, Outlook, Word, Excel, and Power Point.
• Knowledge of onboard operating programs.

Education / experience / certifications:

• Previous experience as a Hotel Manager, preferably on a cruise ship operations.
• Hotel, catering management, or hospitality qualification is an advantage.
• Experience in budgeting, ordering, and inventory management
• Proven leadership and problem-solving abilities
• Comfortable working in multicultural environments
• Strong people management skills
• Detail-oriented with high standards

Other Skills:

• Knowledge of general office practices, procedures and equipment.
• Ability to prioritize tasks and work independently.
• Strong organizational, interpersonal and communication skills.
• Ability to interact with senior-level management and owner representatives.

Reasoning Ability:

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.