Hotel Director for Orient Express Sailing Yachts

Key Responsibilities

• Oversee the day-to-day operations of Guest Relations, Housekeeping, Butler, and Concierge departments, ensuring smooth coordination and consistent service delivery.
• Develop and implement efficient operating procedures, aligned with company standards and maritime regulations.
• Conduct regular inspections of public areas, guest accommodations, and back-of-house facilities to ensure cleanliness, maintenance, and presentation standards are met.
• Monitor and analyze departmental performance, implementing corrective actions when necessary to maintain service and financial goals.
• Ensure effective coordination between the Rooms Division and other departments (F&B, Entertainment, Deck, and Engine) to optimize guest experience and operational flow.

• Drive guest satisfaction initiatives and maintain a strong onboard presence to anticipate and resolve issues promptly.
• Review guest feedback and comment cards, implementing service improvements and training based on trends and recurring issues.
• Collaborate closely with the Guest Relations and Concierge teams to ensure personalized, efficient, and anticipatory service.
• Lead by example in delivering the highest standards of hospitality and professionalism.

• Ensure all Rooms Division operations comply with international maritime regulations, environmental policies, and safety standards.
• Maintain compliance with company policies related to hygiene, health, and safety protocols.
• Support emergency response and crisis management procedures as part of the ship’s command structure.

• Manage departmental budgets, controlling expenses related to labor, supplies, amenities, and operational costs.
• Work closely with the General Manager and Chief Purser to monitor payroll, F&B cost allocations, and inventory management.
• Identify cost-saving opportunities without compromising quality or guest satisfaction.
• Prepare and review financial reports, forecasts, and variance analyses for the Rooms Division.

• Provide strong leadership, motivation, and guidance to all department heads and their teams, fostering a positive and high-performance culture.
• Conduct regular departmental meetings and performance reviews, ensuring alignment with company goals.
• Mentor and develop team members, supporting succession planning and cross-training initiatives. 
• Promote a culture of accountability, respect, and collaboration among all levels of staff.

• Ensure all Rooms Division operations comply with international maritime regulations, environmental policies, and safety standards.
•  Maintain compliance with company policies related to hygiene, health, and safety protocols.
•  Support emergency response and crisis management procedures as part of the ship’s command structure.

• Attain target KPI’s, any deviation of target is required to have an explanation with plan to reach goal.
• KPI’s will be measured on Guest Satisfaction, Onboard Revenue, Onboard Costs and Crew Satisfaction; goals and expectations will be defined by Orient Express shore management.
• KPI’s are used as a measure for performance of the Hotel Director.

• All KBI targets are expected to be attained.
• What gets measured, gets managed – daily assessment of costs, revenue, guest and crew engagement is required with adjustments made when targets are not reached.
• You must inspect what you expect – validating performance and standards, supporting and guiding crew to keep on target.
• Feedback – Consistent review of feedback from guests and crew, modify any behaviors or practices as needed and address any challenges with the assistance of shoreside management.
• Management by Walking Around  – Visibility is essential, communicate with crew and guests while visually inspecting your surroundings.
• In the Absence of facts, perception becomes reality – Follow Orient Express’s SOPs to ensure you have an objective view of standards. Manage perception by managing standards.
• Adheres to perfect grooming and uniform standards consistently (shaving, body odor, appropriate hair style with no non-natural color, no excessive jewelry, clean hands, clean/pressed uniform as per standard).
• Lead by example: The General Manager is an ambassador of Orient Express’ work philosophy and demonstrates a congenial yet effective management style, treating crew members with respect and fairness at all times.
  
  

Education/Experience/Qualifications:

• Languages: Fluent in English. One additional language preferred (French, German, Chinese, Spanish).
• Education: A university degree or equivalent in Hospitality or related field.
• Previous professional experience: Seafaring Hotel Director experience within the Luxury Cruise Industry (5 years) preferred; equivalent experience will be considered as an additional criterion. 
• Shipboard experience: Yes.
• Proficiency in MS Word, Excel & systems. 
• Knowledge of budgeting techniques and financial analysis. 
• Exceptional communication, problem solving and decision-making skills.
•  Valid STCW certificates. 
• Valid Pre-Employment Medical.
• C1D visa mandatory for all positions.