Rock Star Manager

Rock Star Manager

Job Summary

The Gig

This 'someone' will look after our suite guests and ensure that they have the best holiday at sea.

Essential Responsibilities:

  • Responsible for the correct handling of work arising daily/per cruise/monthly according to Virgin Voyages standards.
  • Monitors Guest satisfaction and feedback and acts on any complaints or requests.
  • Supports, coaches and trains Help Desk Staff to meet the standards required in their job roles.
  • Keeps and maintains accurate records of discussions/correspondence with guests and communicates all complaints onboard to Guest Services Director.
  • Monitors and reports to Sailor Services Director regarding ship’s funds and cash availability.
  • Investigate and solve Sailor complaints and problems and issues refunds/compensation/goodwill gestures in agreement with Hotel Director.
  • Monitors work and rest hours and attendance for all help desk staff ensuring they meet MLC regulations.
  • Carries out administration for the vessels Customs and Immigration clearances along with ship’s documentation when entering/leaving Port.
  • Responsible for the manner and appearance of the Help Desk Staff.
  • Organizes the preparation and processing of all administrative requirements for guests throughout the voyage such as embarkation/disembarkation activities, preparation and completion of guests billing and settlement of accounts.
  • Monitors and performs cash transactions required by Guests including but not limited to traveler’s checks, currency exchange, gratuity adjustments and settlement of accounts.
  • Provides information and general assistance to all guests when required.

Additional Responsibilities:

  • Prepare appraisals for individuals under their remit in accordance with Virgin Voyages policies.
  • Attends passenger functions as required by Head of Department.
  • Partake in inspections, trainings and meetings as required by Head of Department.
  • Ensures that the set standards are kept and staff members work according to their respective job descriptions.