Manager of Onboard Operations

Overview: Awarded World’s Best Small Ship Cruise line, Windstar Cruises is known for intimate yacht style experience and unique voyages to the world’s best small ports and hidden harbors. Its three sailing yachts and four all-suite yachts carry just 148 to 342 guests and cruise around the world. Our mission is to imagine and deliver personalized and immersive experiences 180 degrees from ordinary. We enrich people’s perspective through inspired travel.

Lead and oversee the day-to-day operations of Housekeeping, Administration (Pursers), Guest Services (Reception), and Hotel Inventory Management, ensuring alignment with company objectives and guest satisfaction goals. Provide leadership, support, and management to corporate direct reports, including the Corporate Purser, Corporate Housekeeper, and Corporate Hotel Controller. Develop, support, and implement standard operating procedures, new initiatives, and process enhancements for onboard Housekeeping, Pursers, Reception, and Hotel Inventory departments. Provide strategic direction and mentorship to onboard teams, fostering a high-performance culture while ensuring operational efficiency and financial success. Serve as the primary corporate support resource for Hotel General Managers regarding day-to-day administration, processes, and reporting. Oversee compliance with reporting requirements and operational processes across all Hotel Operations departments. Review existing operational processes and drive simplification, standardization, and efficiency improvements. Establish and monitor reporting mechanisms that enhance operational performance, optimize budgets, and improve efficiency. Maintain and update SOPs for holidays and region-specific operational processes. Manage the company’s printed materials, templates, and onboard collateral program. Onboard Management Systems, Digital Guest Experience And Innovation Serve as the primary business owner for the MXP management platform, including guest journey, financial, point-of-sale, and inventory management modules. Lead the integration, implementation, and optimization of systems supporting hotel operations, ensuring seamless adoption and operational efficiency. Serve as the business owner for all Digital Guest Experience platforms, including interactive TV, mobile applications, internet services, and AI-enabled guest technologies. Establish and maintain standards and processes for content management across digital guest platforms. Partner with IT and Hotel Operations teams to identify and implement technologies that enhance the guest experience and operational performance. Revenue Management Monitor the performance of all hotel revenue streams and ensure alignment with financial objectives. Develop and execute strategies to optimize revenue across hotel departments, including Laundry, Internet, Retail and Spa operations. Recommend and implement initiatives that drive incremental onboard revenue. Cost and Inventory Management Oversee fiscal management of hotel operating expenses, including hotel supplies, uniforms, food, and beverage, ensuring effective cost control and budget compliance. Develop annual budgets and forecast updates for hotel operating expenses. Oversee hotel inventory management programs and ensure compliance with established controls. Collaborate with Hotel Purchasing and Logistics teams to optimize procurement, distribution, and inventory efficiencies. Plan, prioritize, and manage hotel department capital expenditure projects and requests. Fiscal Oversight & Financial Performance Track and monitor the financial performance of hotel operations across the fleet, identifying trends and recommending corrective actions where needed. Maintain and oversee audit programs for onboard financial, cash-handling, and inventory control processes. Oversee voyage reporting processes and financial reporting related to hotel revenue and expenses. Collaborate with Finance to ensure compliance with onboard accounting policies, auditing standards, and budgeting processes. Guest Experience & Feedback Maintain ownership of the end-to-end guest experience from embarkation through disembarkation. Serve as the business owner of the guest feedback and post-cruise survey program. Drive continuous improvement initiatives based on guest ratings, survey results, and direct feedback. Partner with senior leadership to improve guest satisfaction metrics through targeted action plans and service enhancement initiatives. Charter, Groups and VIP Processes Collaborate with Commercial teams to establish, maintain, and improve processes supporting charters, groups, and VIP guests. Serve as the primary corporate resource supporting cross-functional teams with charter operations, group coordination, and special event planning. Training & Development Review and collaborate with direct reports on training programs and manuals to ensure teams possess the skills and knowledge required to deliver exceptional guest experiences. Recommend and implement enhancements to SOPs and training programs that improve operational effectiveness and guest satisfaction. Collaboration & Continuous Improvement Conduct periodic shipboard visits to ensure consistent execution of service standards and identify opportunities for operational improvement. Partner with shoreside departments to address operational needs, including the development and maintenance of onboard communication materials and guest collateral.

Shipboard Software system ownership and governance experience (MXP, POS, ITV, CRM) Operational leadership and innovation Guest experience management Systems and process optimization Revenue management and strategy Cross-department collaboration Staff training and development Financial management and performance tracking Industry analysis and competitive positioning