Crew Manager

Key Responsibilities

Crew Administration & Logistics

• Oversee all administrative services related to crew members, including pre-arrival, arrival, and departure processes.
• Ensure accurate and timely processing of travel arrangements, visas, immigration documentation, and coordination with relevant authorities.
• Maintain crew records, ensuring all documentation is up to date and compliant with company and regulatory requirements.
• Manage berthing assignments and crew movement efficiently, ensuring accurate record-keeping in the crew management system.

Operational Efficiency & Compliance

• Ensure Crew Office operations adhere to service standards and that hotel and HR systems are used effectively.
• Monitor and assess Crew Office performance, ensuring optimal staffing levels to meet operational demands.
• Maintain accurate crew lists and updates in the ERP system, ensuring compliance with internal policies and procedures.
• Lead Crew Office staff meetings, provide ongoing training, and ensure all personnel stay informed of policy changes and operational requirements.

Crew Experience & Engagement

• Act as a key support figure for onboard crew, addressing concerns with empathy and ensuring timely resolutions.
• Promote a positive workplace culture by reinforcing company values and encouraging engagement initiatives.
• Conduct regular service and product knowledge training sessions for Crew Office staff to enhance teammate support.

Leadership & Team Development

• Set clear performance expectations for Crew Office team members, fostering accountability and collaboration.
• Conduct objective performance appraisals and provide guidance for career development opportunities.
• Ensure all team members complete required training programs and stay informed about internal policies and services.
• Maintain a high-functioning, team-oriented work environment that promotes efficiency and professionalism.

Safety, Health & Compliance

• Ensure compliance with internal policies and external regulations, including health, safety, and environmental standards (HESS MS).
• Address any audit findings, maintain accurate compliance records, and oversee documentation related to crew health and safety.
• Assist in emergency procedures and ensure the safekeeping of all crew-related documents in accordance with company policies.

Skills, Knowledge & Expertise

Education & Experience

• Proven leadership experience in a hospitality, crew management, or HR role, preferably in a cruise or hotel environment.
• Strong organizational skills with the ability to manage complex administrative processes and multitask efficiently.

Leadership & Communication

• Excellent verbal and written communication skills, with a strong focus on empathy and service excellence.
• Ability to lead and motivate a diverse, multicultural team in a fast-paced environment.

Operational & Compliance Knowledge

• Understanding of HR policies, health and safety regulations, and crew management systems is a plus.
• Familiarity with operational technology and ERP systems to maintain accurate crew data and optimize administrative processes.

Problem-Solving & Teamwork

• Proactive problem-solver who thrives in a dynamic and high-pressure environment.
• Strong ability to collaborate across departments and maintain effective working relationships.

Contract

• 6:2 Rotation (rolling contracts of 6 months onboard, followed by 2 months of vacation)
• Single cabin accommodation