What are the responsibilities and job description for the Hotel General Manager position at American Cruise Lines?
Hotel General Manager
American Cruise Lines, the largest USA flagged cruise line in the United States, is looking to add Hotel General Managers to our shipboard team for our 2025 season. American Cruise Lines only operates within the United States and has no more than 200 passenger vessels that create a one-of-a-kind small ship experience. With newly constructed vessels being added to our fleet, it is a great opportunity to join our shipboard management team!
The Hotel General Manager is the senior hotel officer who is responsible for managing the daily guest experience through hospitality, customer service, housekeeping, and food service operations on the ship. The Hotel General Manager supervises and evaluates the shipboard hotel management team and is the primary representative of American Cruise Lines to the guests.
The Hotel General Manager ensures all shipboard employees follow approved company procedures including service standards for dining, culinary, housekeeping, shore excursions, onboard enrichment, guest services, crew morale, and training. The Hotel General Manager is responsible for service excellence and superior guest satisfaction, which is a critical measure of success. The Hotel General Manager is accountable for the performance of all Hotel Department crew members, particularly the Hotel Officers and Executive Chef. The Hotel General Manager is expected to provide gracious hospitality to the guests while being safe, courteous, professional, and efficient.
Responsibilities :
- Supervise the Assistant Hotel Manager, Housekeeping Manager, Restaurant Manager, Cruise Director, Excursions Director, Executive Chef & Guest Service Coordinator.
- Hold officers and crew accountable to American Cruise Lines' standards.
- Comply with American Cruise Lines' Operations Manual, service standards, and procedures.
- Responsible for assessing the management team and providing immediate corrective feedback.
- Anticipate the needs of guests and crew.
- Respond quickly to guest requests and ensure follow-up.
- Identify and resolve problems immediately and request home office support as needed.
- Ability to speak and present in front of all guests in person using a microphone.
- Management presence during meals services, cocktail hour, and onboard events.
- Oversee food service and culinary operations for guests and crew to include food quality, presentation, service, and timely delivery.
- Ensure Chefs are following approved menus and recipes.
- Oversee crew orientation, scheduling, crew appearance uniform standards, and discipline.
- Lead and direct ship officers in achieving weekly sales goals.
- Maintain impeccable cleanliness in passenger areas and ensure all housekeeping standards are followed.
- Manage shipboard business transactions, accounting, timecards, and home office reporting.
- Responsible for managing all hotel and food inventories.
- Work with the Executive Chef to ensure food and hotel supplies are ordered and received timely.
- Complete daily ship inspection with Mate to generate daily work list and follow up to ensure tasks are completed.
- Create positive crew experiences.
- Coordinate all staff to create specific, measurable, achievable, and realistic game plans in order to provide our guests with a memorable cruise on each of our itineraries.
- Perform bartending duties as needed with other management personnel.
- Other duties as assigned.
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