BRANCH DIRECTOR - HALONG

PURPOSE AND SCOPE OF ROLE

The Branch Director manages the overall operations and customer services for Heritage Line in Halong Bay. The scope of the role covers a broad range of areas with overall accountability for the fleet of overnight cruise ships.

The Branch manager insures smooth and company compliant operations and maintains high level of customer satisfaction.

RESPONSIBILITIES

Office operations

People Management

Project Management

Reporting

•Develop annual branch business plan

•Develop annual branch CAPEX budget plan

•Develop annual branch OPEX budget plan

•Monitor and insure budget compliance (CAPEX/OPEX)

•Oversee all departments in the office for ground operations

•Motivate and inspire the direct reports to achieve company goals

•Monitor performance of direct reports and address any issues

•Conduct bi-annual performance reviews for direct reports

•Weekly meetings with direct reports

•Decision making authority for the recruitment of staff in the Branch

•Oversee yearly off season of each ship

•Develop off season plans with OM and TM

•Assist HO purchasing for the off season maintenance

•Oversee other projects as required

•Prepare and submit reports to DOO and Owners Rep as requested and required

Ship operations

Work with Cruise Managers, HODs and Technical Manager to insure the following:

F&B

•Proper set up and level of standards in the dining rooms and bars

•Proper F&B staff job skills, knowledge and service attitude

HOUSEKEEPING

•Proceures in place (checklists, manager inspections, etc.) and followed to insure proper set up and cleanliness at check in

•Procedures in place to ensure all public toilets and common areas regularly checked and cleaned throughout cruising time

•Insure all room deficiencies/breakage are reported daily

•Insure all room deficiencies/breakage are addressed and resolved in timely manner

•Training of staff in cleaning methods and skills

KITCHENS

•Procedures in place to insure proper hygiene and food storage

•Procedures in place to monitor and insure budgets compliance

•Procedures in place to control food wastage

•Consistency of standard recipes

•Consistency of food quality and presentation

SAFETY

•Safety drills are undertaken and documented as per set schedule

•Safety equipment maintained properly

•All staff work in a manner to insure passenger safety

•All public areas are maintained in safe condition

•Marine teams are testing and recording all prescribed safety data

SHIP APPEARANCE and MAINTENANCE

•All cabins and public areas (inside and exterior) are well-maintained and repaired as needed

•Ship exteriors are painted regularly to maintain good appearance at all times

•Ship exteriors are repaired regularly as needed

PROGRAMS and EXCURSIONS

•Programs on board (tai chi, cooking class) are conducted in professional and guest centric manner

•Excursions are conducted with guest safety as priority

•Excursions are informative and interesting

•Work with tour guides regarding excursions

CUSTOMER SERVICE

•Customer feedback checked daily

•Negative feedback investigated and corrective action taken

•Constant improvement

•Direct contact with guests needing special attention pre or post cruise

•Direct contact and attention to visiting Travel Agents and VIP guests

Continuous Improvement

•Identify opportunities and suggest new products to improve customer experience

•Identify areas for continual improvement and revenue opportunities in the Branch location

•Keep others informed by sharing information

QUALIFICATIONS AND KNOWLEDGE EXPERIENCE

•Tertiary studies in Tourism, Hospitality, Economics or Business, preferably post-graduates

•Certificate in Management

•Hospitality, tourism and cruise knowledge

•Minimum 5 years management experience

•Experience in hospitality, tourism and / or cruises

SKILLS COMPETENCY LEVELS

•Excellent - Written and spoken English

•Excellent - MS Office (Excel, Word, Powerpoint)

•Good - communication and interpersonal skills

•Basic - Reservations software Managing Performance

Learning & development

Teamwork

Commitment

Planning and Organizing

Continuous Improvement

Problem Solving and Decision Making

Customer Focus

Influencing

Communicating

SPECIAL REQUIREMENTS

•Flexibility to work overtime

•Ability to work under pressure

•Domestic travel

Conditions (hours etc)

•Overnight on board ships often and as required

•Office Hours:8.00 am to 5.00 pm from Mon - Fri and 8.00 am -12.00 pm Saturday plus, limited overtime as required

Work in Ha Long, Quang Ninh