Senior Suite Ambassador (Shipboard)

Department: Housekeeping

Employment Type: Fixed Term Contract

Reporting To: Rooms Division Manager

Description

The Senior Suite Ambassador assists the Rooms Division Manager in managing the day-to-day delivery of housekeeping services in all guest suites and In-Suite Dining, ensuring a flawless approach to creating memorable and personalized experiences for the guests. This position oversees and actively manages the daily activities of the Suite Ambassadors and In-Suite Dining services, achieving guest satisfaction scores as provided by the company and in compliance with Forbes Hospitality Standards. He/she ensures all activities are executed in accordance with the Standard Operating Manuals and company's Policies and Procedures.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Lady or Gentleman for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice. All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality and Environmental standards.

Essential Duties

1. Assists the Rooms Division Manager in managing the Housekeeping team and shares the responsibility for the front of house operation. Responsible for all Suite Ambassador and In-Suite Dining services.
2. Creates positive, memorable experiences for guests and anticipates their needs and expectations through an interactive communication. Ensures that all guest concerns, enquiries and requests are recorded, followed up and addressed immediately, guarantying total guest satisfaction. 
3. Takes the initiative to interact with Ladies and Gentlemen to identify their needs and ensures all expectations are met and exceeded within the parameters of the Standard Operating Procedures.  
4. Oversees In-Suite Dining services and ensure complete guest satisfaction. Monitors and verifies in the system and with the Suite Ambassadors ensures that In-Suite Dining orders are delivered without delay as per guest requests, in particular for breakfast orders.
5. Assists in managing all operating budgets and administrative tasks for the department and supports in the review of all future orders for consumables and housekeeping OS&E. Participates in the creation of fiscal year budgets where requested.
6. Enforces strict Public Health practices and follows United States Public Health (USPH) standards within the housekeeping department at all times, including but not limited to cleaning and maintenance, temperature recording, store organization, self-inspections and Integrated Pest Management (IPM). Takes the lead in implementing departmental Public Health Inspections as needed to stay ahead of all Public Health compliance.
7. Assists in managing the Outbreak Prevention and Response Plan (OPRP) for the Housekeeping department and supports the Rooms Division Manager in case of an outbreak. Ensures that all training for Public Health is constantly embraced throughout all elements of the operation.
8. Executes physical inventories and inventory spot checks with the housekeeping as instructed by the Rooms Division Manager and as per inventory schedule. Strives to minimize inventory levels while ensuring sufficient stock levels to operate the department smooth. Consistently works with the team to minimize waste, breakage and wear and tear.
9. Inspects all suites and front of house areas as instructed by the Rooms Division Manager frequently conducting internal Brand Standard Audits (BSA), Forbes Audits, and ensures all areas of responsibility are compliant with Standard Operating Procedures and in accordance with marine safety regulations.
10. Responds to problems quickly and efficiently with a problem solving, proactive attitude. Communicates and records any challenges to the supervisor and escalates conflict resolution as necessary.
11. Cooperates with the Laundry Manager to ensure impeccable and efficient laundry services for all guests. Ensures accurate charges as well as that claims are handled to the utmost guest satisfaction.  
12. Partners with onboard Guest Services, Finance and Human Resources to address any damages to guest and employee clothing that occurred during the laundry service. Escalates issues that cannot be resolved to the supervisor and ensures incidents are reported in the Guest Log.
13. Assists the Rooms Division Manager in managing permanent and temporary floral arrangements in Suites.  
14. Creates and monitors maintenance requests for non-functional equipment and any other topics affecting the housekeeping and laundry operation and ensures problems are resolved in an acceptable timeframe and escalates delays to the supervisor.
15. Ensures the entire team is aware of incoming guest preferences, loyalty status (Marriott BonVoy), VIP status, Gift Orders and any other voyage related information.   
16. Assists with random spot checks of all suites on embarkation day as per onboard procedures and routing schedule.
17. Ensures that guest preferences are delivered and executed as recorded in the CRM system. Executes changes to recorded preferences or enters new preferences as per guests request and according to the Standard Operating Procedures.

People Management

1. Model and hold others accountable for promoting the Gold Standards, respect and fair treatment.
2. Ensures the Daily execution of Line-up in accordance with company standards and Brand Guidelines. 
3. Sets the department’s expectations for desired behavior, knowledge and skill levels.
4. Coaches others by providing constructive feedback; helps others identify developmental needs and monitors progress; promoting an environment where everyone is valued and included.
5. Demonstrates alignment with corporate strategies and initiatives while ensuring alignment throughout the yacht organization.
6. Executes or organizes training for individuals or groups to further the skills, knowledge and service standards in cooperation with the Human Resources department. Reviews periodically the progress of the teams LMS activities and tests if the theoretical knowledge is applied in practice.

Qualifications

1. Valid Standards of Training, Certification and Watchkeeping for Seafarers (STCW) and flag certification for the duration of the contract and appropriate to position.
2. Very good knowledge and experience in Housekeeping and In-Suite Dining operations. Advanced understanding of processes and procedures in the Cruise and Hotel industry, including inventory management, operating budgets and audit procedures. 
3. Very good knowledge and experience in Public Health rules and regulations related to United States Public Health (USPH) and Hazardous Analysis Critical Control Point (HACCP).
4. Sound knowledge of Property Management, Point Of Sales and Inventory Management systems in the capacity of a power user. Advanced knowledge of guest facing systems such as interactive television and in suite tablets is preferred.
5. Previous experience onboard a luxury cruise ship as an Ambassador Manager or similar role is required. In addition, experience in a luxury hospitality environment is preferred.
6. Very good knowledge of MS Office package or similar applications in particular Excel.

• While performing the duties of this job, the employee is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The Lady or Gentleman must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• All Yacht Ladies and Gentlemen must be physically able to participate in emergency lifesaving procedures and drills. Full use and range of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats. Ability to lift and/or move up to 50 pounds.
• All Yacht Ladies and Gentlemen must be able to communicate in the English language in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.