Senior Chief Purser

The Senior Chief Purser is responsible for training and quality assurance of fleet Chief Purser team to manage
effectively and efficiently the financial, revenue, and guest administration service issues onboard. In addition,
they will support talent development of the Chief Purser role alongside the Hotel Director & be a resource for
operational expertise and problem solving for the Hotel Administration department. It will be expected of this
role to serve as a feedback partner to the Senior Hotel Director & Onboard Hotel Director for analyzing work
center performance across the ensure fleet while sometimes covering as the onboard Chief Purser when business
needs arise. This position has a dotted line reporting relationship to the Onboard Hotel Director.

Essential Duties & Responsibilities 

•  Responsible for creation and maintenance of fleet standards and process manual in conjunction
  with Director of Process and Procedures.
  • Responsible for identifying adjustments required in training videos where exceptions exist in
  standards or operational process to ensure quality assurance and consistency between vessels.
  • Ensure consistent end of cruise procedures are maintained.
  • Assist HR in selection, placement, onboarding and training of Chief Purser and First Purser.
  • Maintaining brand standards and execution of training programs.
  • Collaborate with Director of Hospitality Training and Quality Assurance on creating and
  maintaining cross-training program.
  • Assist in lay-up and start-up planning and operations and other special projects overseen by
  Director of Hospitality Training and Quality Assurance.
  • Collaborate & hold bi-weekly check-ins with fleet Chief Pursers to conduct a SWOT analysis and
  provide feedback to Senior Hotel Director.
  • Fill in as Chief Purser as needed to ensure proper coverage per business needs.
  • Support in identifying and developing high potential talent in the Hotel Administration
  department.
  • Responsible for the execution, report and follow up on action plans after completion of vessel;
  Quality Assurance visits.
  • Responsible for the schedule of the fleet Chief Purser team.
  • Become a certified Trainer via Train the Trainer program
  • Collaborate with the Hotel Director and the Director of Hospitality Training & Quality Assurance
  to prepare the performance reviews for the fleet Chief Purser team
  • Set and maintain high standards of RESPECT Service System.
  • Support the Chief Purser to ensure execution of the standards of service delivered to the
  passengers
  • Ensure proper preparation of the daily and weekly financial reports onboard vessel.
  • Responsible for the professional development of the Chief Purser – technical skills, coaching
  skills, organizational skills and leadership skills.
  • Actively solicits feedback and acts as an Ambassador of Quality and process improvement
  • Maintain the highest standards of good marine practice & professionalism
  • Participate in all USCG mandated drills and emergency procedures as directed
  • Ensure operating procedures complies with all state and federal regulations.
  • Assist the Chief Purser in review of the Hotel Administration department’s budget
  • Ensure that the Purser’s team adhere to company standards regarding uniforms, personal
  appearance, and hygiene
  • Create and maintain a high level of morale within the department by developing a good working
  relationship with all other onboard departments through communication and collaboration.
  • Collaborate with the Chief Purser team with development of action plans to problem solve
  operational gaps and act upon guest feedback.
  • Lead Quality Assurance visits by conducting regular inspections of guest’s cabins, F&B venues,
  and all public areas for preventative maintenance and repairs as well as ensure company
  standards are being met.
  • Drive accountability of overall implementation of all hotel administration policies and
  procedures.
  • Evaluate success of training by assessing knowledge and learning objectives and continuously
  improve training and identify future learning needs.
  • Ensure that all hotel administration crew adhere to company standards regarding uniforms,
  personal appearance, and hygiene
  • Promotes and maintain open communication with each vessel to support business needs.
  • In collaboration with the Hotel Director, maintain open communication with corporate office.
  • Supervise all essential duties and responsibilities of the Chief Purser onboard in collaboration
  with the Hotel Director.
  • Actively participates in embarking duties such as loading, unloading, luggage carrying, etc., as
  needed/requested
  • Participate and ensure participation of all USCG mandated drills and emergency procedures as
  directed
  • Performs other duties if required since above stated describe only a regular working day and
  may not be inclusive of every task needed to achieve results.

Requirements & Qualifications 

Education:                                                                         

• HS Diploma or Equivalent Required
• Bachelor’s Degree in related field required
• Professional Certification(s) or License:
• Valid Driver’s License
• Valid Transportation Worker Identification Credential (TWIC) – if applicable, and/or ability to obtain and maintain
• Copy of DD214, if Veteran status

Skills & Abilities:

• Excellent verbal and written communication skills; must be fluent in English
• Ability to interact with individuals at all levels in a pleasant and professional manner
• Proficiency with MS Office applications and POS systems
• Ability to train and supervise employees
• Logically and independently plan, organize and complete work assignments
• Must maintain a neat, clean and professional appearance

Experience:

• At least five to seven years of experience in position with similar duties and responsibilities
• Cruise industry experience preferred

Physical:

• Must submit to and pass mandated USCG physical
• Ability to meet and maintain the maximum onboard bunk bed capacity of 300 lbs.
• Ability to conduct work in a marine environment that is subject to some/all the following: confined spaces, uneven surfaces, variations in temperature, wake, and motion
• Ability to lift and carry up to 50 lbs.
• Ability to climb stairs and ladders

Other: 

• Must be at least 21 years of age.
• Travel required 100% 
• Submit to and pass alcohol and drug tests as mandated by the USCG including but not limited to pre-employment, random, reasonable suspicion and post-accident/incident testing.

*Additional requirements may be required depending on the physical needs of the role

FYI going forward