The opportunity
About the role
Job Description
The Gig: The Rock Star Manager supports and assists the Sailor Services Director with all Sailor Service related matters. They are responsible for the sailor experience of all Rock Star sailors according to Virgin Voyages standards.
What's expected
Essential Responsibilities
- Responsible for the correct handling of work arising daily/per cruise/monthly according to Virgin Voyages standards.
- Monitors Sailor satisfaction and feedback and acts on any complaints or requests.
- Supports, coaches and trains Help Desk Staff to meet the standards required in their job roles.
- Keeps and maintains accurate records of discussions/correspondence with guests and communicates all complaints onboard to Sailor Services Director.
- Monitors and reports to Sailor Services Director regarding ship’s funds and cash availability.
- Investigate and solve Sailor complaints and problems and issues refunds/compensation/goodwill gestures in agreement with Hotel Director.
- Monitors work and rest hours and attendance for all help desk staff ensuring they meet MLC regulations.
- Carries out administration for the vessels Customs and Immigration clearances along with ship’s documentation when entering/leaving Port.
- Responsible for the manner and appearance of the Help Desk Staff.
- Organizes the preparation and processing of all administrative requirements for guests throughout the voyage such as embarkation/disembarkation activities, preparation and completion of guests billing and settlement of accounts.
- Monitors and performs cash transactions required by Sailors including but not limited to traveler’s checks, currency exchange, gratuity adjustments and settlement of accounts.
- Provides information and general assistance to all guests when required.
Additional Responsibilities
- Prepare appraisals for individuals under their remit in accordance with Virgin Voyages policies.
- Attends passenger functions as required by Head of Department.
- Partake in inspections, trainings and meetings as required by Head of Department.
- Ensures that the set standards are kept and staff members work according to their respective job descriptions.
Super Powers Required
- Minimum 3 years’ experience as Front of House Management role.
- Financial background, skills in accounting and administration.
- Demonstrated experience in motivating, leading and engaging a diverse workforce to increase synergy and improve productivity.
- Passionate about people and able to handle guest complaints with a smile!
- All certificates as required by the STCW code for this position.
- Good command of the English Language
