Job Description
This is a remote position.
1. OBJECTIVE
The objective of this position is to ensure that the implementation of RSSC training
programs, human resource polices, and service standards result in exceptional guest
satisfaction, excellent crew morale and welfare, and positive business results.
2. RESPONSIBILITIES AND KEY PERFORMANCE AREAS
In particular, this management position contributes to the operational performance of
Regent Seven Seas Cruises by:
1. Leading, coordinating, and implementing management and crew training.
2. Supporting managers in the reinforcement of crew related policies and procedures.
3. Maintaining a productive and supportive professional working partnership with the
Captain, GM, and colleagues at all times
4. Leading and supporting employee recognition programs.
5. Maintaining documents and data required for talent management and human
resources administration.
6. Maintaining operational continuity with a systematic and consistent handover
procedure for replacement Human Resources Manager.
Guest Experience
1. Demonstrates a genuine concern for guests’ wellbeing at all times;
2. Pro-active approach to problem solving;
Crew Experience / Operational and Administrative
1. Communicates daily with General Manager / Captain regarding crew / training issues
thereby fostering a pro-active approach
2. Maintains an up to date vacation schedule for all Hotel, Entertainment, Deck and
Engine crew. Receiving rotations from shore side management, distributing to
relevant department heads as required.
3. Manages requests for changes in Hotel vacation plans, sending all information on a
monthly basis to Director of Shipboard HR in line with company policy.
4. Assists Deck, Engine and Entertainment Mgt as required to ensure that all information
relating to crew rotations, travel arrangements and HR related matters is
communicated to all associated parties in a timely manner.
5. Liaises with concessionaire (with exception of SSSL) department Heads to obtain
their team’s vacation schedules, passing all relevant info also to Crew Purser.
6. Supports HODs in the reinforcement of all personnel standards, policies, training as
well as other issues, following up as required
7. Is out “on the floor” on a daily basis and visible and approachable to managers and
crew, also observing service standards and crew whilst at work
8. Evaluates, making recommendations for the modification of Human Resource related
policies;
9. Recommends and implements RSSC policies relating to onboard promotion/
succession planning and assists and provides guidance to all HODs in regards to
promotions to ensure that they are fair and based on true performance
10. Helps to coordinate all formal disciplinary warnings conducted onboard, regardless of
division. Ensuring that all allegations are investigated, that management is well
informed of all relevant information/facts and that a fair hearing is conducted to protect
the interests and rights of both company and officer/crewmember.
11. Provides management with employee counseling as required following disciplinary
situations, ensuring that any follow up/training required is carried out.
12. Ensures that all crew are evaluated in line with company policy. Assisting and
providing guidance to HODs for any performance review issues, as well as reviewing
all evaluations prior to being issued to crewmember (Inc RSSC and SSSL).
13. To be present at all NRS evaluations issued within RSSC and SSSL departments.
14. Assists the General Manager in following up with department heads regarding any
written comments that appear in the guest comment cards, ensuring corrective action
is completed.
15. Communicates standards of performance to employees
16. Coordinates and organizes the Employee of the Month event together with Captain
and General Manager
17. Recommends and implements approved incentive programs for crew
18. Ensures monthly welfare meetings are carried out and that the position of Crew
Welfare President is fulfilled at all times
19. Supports and over
sees
the coordination of all welfare activities
20. Arranges Crew Activities schedule together with Crew Welfare Committee / President
21. Oversees the management and effective running of both the Crew Shop and Crew
Bar in line with Company Policy.
22. Meets and greets embarking crew at the gangway as well as assists with sign on
paperwork and procedure
23. Attends sign off meeting for debarking crew and assists with sign off paperwork and
procedures
24. Assists Crew Purser with the physical Crew Clearance Procedures as required,
particularly within US and Canadian Ports.
25. Performs all other duties as requested by General Manager and / or Captain
Administrative
1. Required to attend all written disciplinary hearings onboard and be informed of any
counseling situations, resignations or emergency leaves prior to any action being
taken. Also ensure that all onboard senior managers are also fully informed of all
proceedings as required.
2. Ensures that the required paperwork is completed correctly and that accurate
minutes, statements and other paperwork is collected, logged and distributed as per
company policy in a timely manner to onboard and shore side personnel.
3. Attends SHOM and Captain’s meetings, thereby bringing up issues, ideas and
recommendations for further improvement
4. Schedules regular Cabin Inspections after consultation of Staff Captain, ensuring that
all cabins are covered each month. That re-inspections and reports are completed in a
timely manner, disturbing results as required.
5. Maintains records of training participation in Fidelio (also MXP once live)
6. Assists and ensures that all department heads conduct performance reviews of their
employees as per company policy (for SSSL crew, refer to SSSL Human Resource
Manual section 10 ) and within set deadlines, sending scanned and original copies for
all RSSC to shore side mgt.
7. Prepares cruise lay-out by scheduling all training sessions for the upcoming cruise in
cooperation with HODs, Safety Officer and Doctor.
8. Prepares cruise end report
9. Stays up to date with the contents in the RSSC SOP Manual, SSSL manual, ITF
agreements and all other onboard employment contracts
10. Ensures accurate records of personnel related matters are maintained
11. Oversees all service related training including FOL certification procedures and
tracking
12. Ensures Crew Birthday Cards and Birthday list are created and
distributed/communicated by Crew Administrator each month as per company policy.
.
13. Prepares standard Human Resources handover report, completes inventory sheet as
well as organized data files upon completion of contract in order to provide a smooth
transition period of his/her replacement
14. Provides GM and Dir. Shipboard Human Resources with a standard Progress Log at
the end of each cruise
Finance
N/A
Training and Development
1. Is familiar with all training materials and training tools and ensures that they are being
used effectively. Promotes awareness of same to the HODs
2. Works with the General Manager, Safety Officer, Staff Captain and Doctor to maintain
a weekly update of a published, complete ship’s training schedule covering a period of
at least one cruise
3. Creates and distributes participation rosters for each training sessions (except safety
training) and ensures attendance entry into Fidelio/MXP
4. Facilitates and ensures training of all shipboard employees according to RSSC
standards and requirements is maintained;
Welcome Induction for new crew in
Regent Care Training modules
Harassment
Foundations of Leadership
5. Delivers Company Service Training Sessions and FOL training in a blended learning
format using questions, discussion points, and motivational stories to engrain the main
points
6. Provides flexible training schedules for those who are unable to attend regular,
scheduled training sessions
7. Assists HODs with incorporating Service standards of behavior in daily work by
making him/herself visible in various working areas of the ship on a regular basis
8. Provides refresher courses whenever deemed necessary by GM or HODs
9. Evaluates and recommends modifications of existing training programs and assists
with the development of new RSSC training programs
10. Facilitates, coordinates and assists with implementation of new RSSC training
programs for continuous improvement;
11. Manages and facilitates cross training requests in line with company policy;
12. Assists with technical departmental training upon request by HOD and GM
13. Ensures that all new employees complete the training programs as per RSSC
standards
Social
1. Maintains positive and supportive relationships with colleagues
2. Respects the privacy and rights of colleagues
3. Promotes cooperation and teamwork
4. At all times projects a favorable image of Prestige Cruise Holdings, promoting its aims
and objectives to enhance public recognition and acceptance of all its areas of
operation or endeavors.
Safety
1. Will participate in crew and passenger safety drills according to instructions from
ship’s command;
2. Comply with company safety and pollution prevention regulations;
3. Is coherent with all duties listed in SMS for this position.
Requirements
PREFERRED SKILLS:
Systems
1. MS Office Suite
2. Fidelio Cruise
3. MXP
Education and Experience
1. Bachelor’s degree in Human Resource Development
2. At least 5 years experience in the hospitality field in a human resource / training
capacity
3. Previous shipboard experience required;
Professional Profile and Conduct
This professional must:
1. Be a model for RSSC human resources, guest service, and professional appearance
standards.
2. Be a self-starter and able to target service and HR priorities, take action and exhibit
excellent follow up
3. Maintain a trusted profile with Heads of Departments as a pro-active and flexible
support person.
4. Be able to perform well under pressure and in an international environment
5. Be able to energize training programs through excellent platform skills and
motivational techniques.
6. Be able to conduct and follow structured training programs
7. Have excellent administrative, computer and organizational skills along with attention
to timeliness and detail.
8. Have an outgoing and approachable personality welcomed by crew, managers, and
guests.
9. Be able to target opportunities for service improvement through training and coaching.
10. Have excellent appearance and excellent social skills