The Gig:
The Manager -Crew Services plays a pivotal role in connecting Operations, People, and Shipboard Teams, ensuring that policies and procedures are smoothly integrated into daily activities. This individual acts as the main liaison between Virgin Voyages Operations and The Apollo Group HR, ensuring effective communication and collaboration among various teams. Responsibilities include coordinating projects, managing cross-departmental initiatives, and ensuring efficient information flow between stakeholders.
The role is essential for facilitating communication, resolving issues, and driving initiatives that improve workforce management, compliance, and overall operational efficiency. This position is vital for maintaining cohesion and achieving successful outcomes across the shore-to-ship organization.
This gig is based at VVHQ - our swanky Virgin Voyages Head Office in Plantation, FL where we follow a hybrid work environment. We can't wait to 'sea' you in person during our Collaboration Days, Tuesdays, Wednesdays, and Thursdays, while you enjoy Mondays and Fridays' as remote days.
What You'll Be Up To:
Support all Crew Management aspects of Shipboard operations, including policies, procedures, sign-on, sign-off, recruitment, and general inquiries.
Demonstrate excellent communication skills, multitask effectively in a fast-paced environment, and adopt a proactive approach to problem-solving.
Collaborate with team leaders, managers, and department heads to understand departmental needs and objectives.
Leads the onboard Crew Service Managers and Crew Office in ensuring all policies and procedures are followed as it relates to Headcount reports, Crew Cabin Assignments, Sign-On requirements (certificates, Licenses, etc) as well as Sign-Off process. Observe, review, and analyze processes to pinpoint inefficiencies and areas for improvement.
Monitor trends and provide regular reports to leadership on key metrics, emerging issues, and recommended actions.
Provide reports to department heads and teams, offering insights into organizational efficiency.
Work with department heads to set goals for both departments and the organization as a whole.
Partner with the People Ops and Compensation teams on compensation matters, including annual merit, bonuses, and competitive benchmarking.
Conduct regular meetings with departments and consult with leaders. Analyze trends and metrics alongside the People Team and Apollo Group to develop solutions, programs, and policies.
Conduct audits of shipboard crew office including but not limited too; payroll, contracts, visas, berthing, sign-on/off procedures to ensure compliance of policies and procedures
Work closely with leadership and crew to enhance work relationships, boost morale, and improve productivity and retention.
Advocate for transformation, agility, and innovation, and continually propose ideas and solutions to enhance Crew Services.
Partner with Learn & Grow to administrate the promotion pipeline, ensuring that eligible candidates are properly flagged in the system and the talent pool is at desired levels.
Managing escalations, including raising to Sr. Leadership when applicable
Responsible to coordinate crew mail to allow for crew members to receive mail on the ship where they are assigned
Responsible to coordinate Port Disbursements related to crew activities in out ports, tracks and approves invoices and audit the shipboard process.
Perform other related duties as assigned
Monitor any crew related charges in ports generated from the ships through port agents and other external vendors. Reconciles charges with The Apollo Group.
SuperPowers Required:
Required Experience
A minimum of 3 years travel industry experience
A 4-year degree or equivalent in hospitality or related field
A minimum of 3 years experience in human resources and/or manning operations
Preferred Experience
3-5 years of cruise line industry experience
A deep understanding and experience working with cruise line crew management
Cruise ship operations experience
Skills
Must be extremely organized and detail oriented
Must possess excellent problem-solving skills
Possess strong interpersonal relations skills
Strong communication skills
Solid analytical skills
Must have knowledge and understanding of onboard cruise line operations
Proven ability to prioritize tasks and work well in a fast-paced environment
Experience with hospitality systems including property management systems preferred
Experience with data analysis / visualization tools, Tableau preferred
Advanced knowledge of Microsoft Excel and/or Google Sheets
Approach
You have a proactive consultative approach; comfortable taking the lead and making decisions that drive business
Use a data driven approach toward decision making.
You like independence and enjoy pioneering a methodology vs. reading from a playbook
You have the ability to prioritize the balance of work between set tasks and ad hoc requests in a world of changing priorities and tight deadlines
You describe yourself as creative and have an attitude of optimism
Ability to travel for ship visits for training, projects, new ship launches
What Matters to Us:
At Virgin, your personality matters as much as how good you are at what you do. We want you to bring it to our hangout spot and help make the place even better. So, we wonβt be surprised to hear that when people talk about you they say you are clever, on top of it, able to think ahead, intuitive, passionate and someone people respect and enjoy working with because you make things happen.
Virgin Voyages is committed to being an Equal Opportunity Employer and encourages applications from qualified, eligible applicants regardless of their sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy and maternity. Our greatest strength comes from our ability to come together as unique individuals -- we seek to always embrace and celebrate our differences, providing an inclusive workplace environment that allows you to be your best self.
Virgin Voyages is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Virgin Voyages via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Virgin Voyages HR/Recruitment will be deemed the sole property of Virgin Voyages. No fee will be paid in the event the candidate is hired by Virgin Voyages as a result of the referral or through other means.