Hotel Operations Specialist

About the role

Provide analytical and business management support to the Hotel Operations team in areas of Housekeeping, Guest Services, Laundry, Print Shop, and general hotel programs. Act as liaison with other departments and shipboard management as required by scope of projects to ensure that shipboard teams have the systems, equipment and tools available that they require.

Responsibilities

• Assist with data collection, using pivot tables to track and maintain equipment level reports with purchase dates as required by the Hotel team (including laundry reports, budgeting analysis, slow moving hotel inventory, monitoring equipment levels, obsolete items, development of the Capital budget and product specs by ship).
• Assist with the review of the monthly OSO expenditures by vessel.
• Assist with C-PAR submissions and assist the hotel team in collecting all details needed prior to submission; track and oversee the process from submission to purchase and delivery of product/equipment.
• Assist Hotel Ops with submissions of Capital Purchases in MXP or coordinate AMOS orders for fleet and follow up on delivery and payment issues.
• Assist and support shipboard Hotel management by researching new ways to improve and organize the efficiency of workflows.
• Liaise between Hotel Operations and shipboard heads of department for polling, reporting, and consolidating feedback on new initiatives and general information gathering.
• Consolidate details clearly and concisely and keep records of all inquiries and resolutions.
• Daily use of MXP for support of purchasing-related business needs.
• Assist the Hotel team with creation of new products, SINs (standard item numbers) and input or research of requisitions as required.
• Perform research and data entry required when new programs are developed or upgraded.
• Work closely with Purchasing to ensure information is accurate and activated, or inactivated, by vessel as per business requirements.
• Assist Operations with sourcing of new items, working closely with Purchasing.
• Follow up on orders and their deliveries as necessary.
• Track, monitor, and document equipment needs throughout the fleet (including cleaning equipment, laundry, print shop and hotel chemicals).
• Monitor online information regarding the Hotel Product and work with Marketing to update accordingly.
• Update Marketing on revisions made to vessels regarding product changes in wet docks, drydocks, and refurbishments.
• Prepare and update spreadsheets documenting vessel guest and crew capacities, stateroom/suite categories along with room numbers.
• Monitor and communicate updates for PBT documents as required to ensure consistency with Hotel SOPs and References in Waypoint.
• Collaborate with business owners in updating or applying current Marketing brand standards for their area regarding any branded collateral, form, reference materials, etc., to remain consistent in Waypoint.
• Support onboard printed collateral program in close collaboration with Marketing Brand Management to follow brand standards.
• Communicate frequently with onboard Linenkeepers regarding logistical and purchasing discrepancies.
• Perform other job-related functions as assigned.

Qualifications

• Bachelor's Degree with concentration in Hotel Management, or an equivalent combination of relevant experience, education, training and skills.
• Minimum of 2 years experience working on board cruise ships preferred, or minimum of 2 years working within a Hotel/Resort in a hotel management type role.

Skills

• Intermediate working knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook), MXP, Freestyle Connect, AMOS, Work Front, Adobe Acrobat, and MAPS.
• Excellent organizational and analytical skills.
• Excellent written and verbal communication skills to effectively communicate with shore side and shipboard team members.
• Ability to deal with multiple projects simultaneously and make decisions to ensure timeliness, accuracy and data integrity.
• Strong knowledge of shipboard operations, protocol and procedures a plus.
• Must be able to travel onboard ships as necessary.
• Familiar with SMS and IDMS policies and procedures and updates any Hotel documents when necessary.
• Familiar with shipboard positions responsibilities within the Hotel and Guest Services Department, including the Concierge and Butler positions.

About the company

Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises® brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destinations each year.