HAL - Hotel General Manager

Application Deadline: 31 August 2025

Department: Hotel - Corporate

Employment Type: Fixed Term Contract

Location: Global

Description

General Manager has the overall operational and financial responsibility for the entire Hotel
Department. Modelling culture essentials and working with the ship’s
Executive Committee as well as through the Leaders of each Hotel discipline, focus shall be on
achieving and exceeding

• Safety and environmental standards
• Guest satisfaction 
• Maintaining Holland America Line standards in service delivery
• Compliance with regulatory and corporate policies
• Profitability through revenue maximization and savvy cost management
• Staff development and overall Hotel crew welfare.

Key Responsibilities:

Guest satisfaction

• Ensures the highest level of guest satisfaction by providing premium guest services and amenities while aligning with Holland America Line’s Brand procedures and delivery of strategic initiatives.
• Through various support programs and reporting tools both onboard and ashore, provides analysis and establishes action plans for the department’s senior leadership based on the feedback from electronic Guest Surveys as well as other guest feedback and problem tracking programs.
• Regularly updates Shoreside leadership on action plans and results.
• Ensures that all guest service Brand standards are in place through continual inspections and monitoring of guest feedback from all avenues during the cruise and post cruise.
• Maintains awareness of AIMS guest issue management through subordinates’ feedback and provides guidance or assistance when necessary to ensure none or minimal open issues upon guest disembarkation.
• Maintains a highly visible profile by effectively interacting with guests and team members daily to keep the pulse on guest/team member satisfaction.

Revenue and Cost Management

• Conducts periodic reviews of financial benchmarks and reports with the Finance Manager and acts accordingly to achieve established targets on costs, expenditures, and inventory levels for all Hotel Departments.
• Regularly reviews capital expenditure and Hotel maintenance project lists.
• Drives onboard revenue performance and achieves revenue objectives in all Hotel areas.
• Oversees marketing, advertising and promotional material and activities in the designated revenue areas while remaining consistent with the company’s goals and brand standards.
• Chairs revenue meetings prompting necessary actions to maximize revenues by fostering a team approach for all participants.
• Responsible for all cash onboard the vessel and ensures that all Accounting and Financial policies and procedures are followed and complied with.

Operations

• Directs and oversees all Hotel Operations onboard the vessel.
• Promotes effective communications within Hotel through regular department head and other inter-departmental meetings fostering teamwork, productivity and efficiencies.
• Works with the Executive Committee to foster a “One Team” approach towards the delivery of exceptional service and facilities to drive the overall guest experience as measured by ratings and support total team member welfare goals.
• Builds long term maintenance plans for those areas that require a dry-dock intervention or travelling working squad.
• Develops new brand-centric initiatives, programs and innovative hospitality concepts for review and approval by applicable GEPD department heads ashore for potential testing and implementation within the HAL brand

Staff Management and Development

• Models and champions the Culture Essentials by driving improvement through empowerment, respect and effective open communications, always maintaining a professional, ethical and even-handed approach accounting for inherent differences in cultures, backgrounds, and individual personalities.
• Knows management team’s role descriptions and communicates clear expectations based on each role description.
• Promptly completes performance appraisals that are fair, objective, and based on observed behavior.
• Identifies top performers and mentors them for career advancement or promotion.
• Continuously motivates and coaches team members ensuring seamless delivery of the guest experience.
• Regularly monitors the effectiveness and completion of onboard training programs and participates as a facilitator as required.
• Continually supports the overall welfare of the team members.
• Regularly monitors direct reports to ensure they are providing constructive and consis