Director, Hotel Operations

WHO WE ARELindblad Expeditions is a true pioneer in Expedition Travel. From taking the first citizen explorers to Antarctica in 1966, opening the Galapagos and Easter Island to tourism in 1967, leading the first tourist expedition through the Northwest Passage in 1984, and launching our innovative partnership with National Geographic in 2004, we're now taking almost 30,000 guests a year to some of the world’s most remote and pristine locations on our fleet of 20 ships, and are committed to ensuring our guests experience the “Exhilaration of Discovery”.
Role OverviewThrough innovation and leadership, this position ensures the onboard service experience reflects Lindblad’s passion for the extraordinary.
The Director of Hotel Operations is responsible for overseeing the hotel and guest services operations across all Lindblad owned and operated vessels. This leadership role ensures that all ships align with the company's high standards of hospitality and deliver a seamless experience for guests before, during, and after their expeditions.

Responsibilities

• Oversee and ensure quality control for all vessels for the Dining Room Service, Bar/Lounge, Linen/Laundry, Housekeeping, Global Gallery, public space maintenance, and Wellness programs.
• Lead and manage the hotel operations shoreside teams, ensuring consistency, quality, and exceptional guest experience across all programs (Bluewater, GALA,and US) while cultivating a high-performance work culture.
• Oversee hotel training programs, identifying needs and coordinating execution of training for hotel, streamlining hotel systems across the fleet.
• Work in close collaboration with culinary director and shore side culinary team to develop and execute a variety of different culinary and beverage initiatives.
• Handle guest special requests and complaints with professionalism and efficiency and implement strategies for continuous improvement in customer satisfaction.
• Identify and implement enhancements for shipboard service, including new programs, propagating best practices, and improving existing elements of shipboard service.
• Execute on board revenue enhancement plans for all profit centers: gift shops, wellness, upgrades, on board bookings, and bar.
• Develop and manage the hotel operations budget, ensuring cost control, financial efficiency, and profitability while maintaining high levels of service
• Work closely with marketing, sales, and expedition operations teams to ensure alignment on customer offerings as it relates to charters, groups, and other operational standard operating procedures.
• Responsible for vessel hotel standards and training related to CDC/USPH requirements.
• Select and standardize fleet service uniforms, working closely with the Purchasing & Supply chain team.
• Select and implement product specifications for vessel hotel operations, working in collaboration with the Culinary Director & Director of Hotel Purchasing.
• Coordinate shipyard projects and lead initiatives, obtaining quotes, planning budgets, and executing work.
• Ensure shipboard signage and communication materials reflect LEX marketing materials and align in format and tone.
• Manage guest entertainment selections including movies, TV content, music, and eBook options onboard LEX vessels.
• Monitor guest feedback from comment cards, letters, and hotel manager reports, ship visits, etc. to impact ever-evolving programs and initiatives for improvements.
• Visit vessels as necessary for training and development.

Minimum Qualifications

• BA/BS degree in Business Administration or Hospitality, or equivalent industry experience
• 7+ years of people (direct report) management
• 7+ years of experience within hospitality management, tourism, business administration, or a related field, with maritime industry or remote destination experience preferred
• Strong MS Office Suite skills
• Ability to read P&L

Preferred Qualifications

• MXP platform experience

OUR BENEFITS• Travel benefits for employees and their family • Voyage of Discovery trips for employees to travel as guests  • Health insurance including Medical, Dental, Vision  • 401(k) plan with employer match  • Long-Term Disability, Life & AD&D Insurance• Flexible Spending Account (FSA) to be used for out-of-pocket medical and dependent care  • Pre-Tax Commuter Benefit  • 7-8 Paid Holidays• 2-3 Floating Holiday Options (pro-rated per start date)• Up to 15 days of vacation (pro-rated per anniversary year)• Parental Leave• Sick/personal days per city & state ordinance• Pet Insurance discount
COMMUNICATION SKILLS  Using the English language, this person must have the ability to read, write, and comprehend policies, legal guideline