Fleet Butler Manager

The Fleet Butler Manager plays a pivotal role in shaping the overall guest experience across our fleet. They are responsible for overseeing the concept, development, and execution of on-board Butler and Room Service product and services, ensuring that our cruises not only meet, but exceed, guest expectations. This role requires a seasoned professional with a deep understanding of the industry, a strategic mindset, and the ability to lead cross-functional teams to deliver excellence.

REQUIRED EDUCATION, QUALIFICATIONS, CERTIFICATION & SKILLS:
• 5 years of experience in the luxury cruise industry/ HNWI private hospitality sector is essential.
• Previous experience at the corporate level, either in the cruise industry or shoreside Hospitality Sector, is a plus.
• A Hotel Management School Degree is an advantage.
• Experience in budgeting and presenting projects at the executive level.
• Proven experience in managing remote teams and multiple projects simultaneously.
• Outstanding training delivering and mentoring skills.
• Excellent communication skills in multicultural environments.
• Ability to travel up to 90% of the time.
• Excellent knowledge of housekeeping and Butler service standards.
• Knowledge and experience of Public Health policies and procedures.
• Quick problem solver.

Language requirements:
• Excellent fluency in spoken and written English. This also includes the ability to give and receive instructions in verbal and written forms and to engage with guests and crew members effectively and efficiently.
English is the working and safety language on board Silversea vessels.
• Additional languages an advantage

KEY RESPONSIBILITIES

1. End-to-End Ownership: Responsible for full ownership of the guest and crew experience, executing product decisions on new builds to implementation across the entire fleet. (responsible)
2. Product Development: Collaborate with various departments to define product specifics. Responsible for submitting budget proposals and establishing timelines for execution. (executing)
3. Execution Monitoring: Monitor and provide consultation in the start-up phases of projects, ensuring on-time and within-budget executions. (providing consultation)
4. Communication Hub: Act as the point of contact for onboard Butler Managers and Senior Butlers, executing product-related issues and providing necessary support. (responsible)
5. Feedback Mechanism: Provide constructive feedback to Butler, Room service, F&B, and Crew HR teams to enhance product delivery and executing performance-based management feedback. (providing consultation)
6. Performance Monitoring: Responsible for the performance of assigned ships, and crew, focusing on guest satisfaction. Responsible for training and coaching the entire Butler department and room service team. Developing training material for the onboard team and working on crew pre-joining information. (executing)
7. Crew Management: Responsible for Butler Manager and Senior Butler rotation schedules, crew management, succession planning, and crew development. Ensuring effective work schedules in compliance with ILO and MLC. Recruitment of crew in collaboration with Silversea recruitment department and partners. (responsible)
8. Guideline Creation: Develop brand guidelines, standard operating procedures, and key performance indicators (KPIs) for the entire fleet, updating and implementing all departmental Manuals to ensure up to date processes. (executing)
9. Guest Satisfaction: Responsible for monitoring departmental guest satisfaction through comment forms, analytical systems, and surveys, identifying, and executing opportunities for improvement. Analyze Net promotor scores, mid-cruise and end-of-cruise guest questionnaires. (executing)
10. Operational Excellence: Monitor the operation, collaborating with on-board and shore-side teams to facilitate continuous improvement and conduct regular ship visits to audit and enforce the on-board established standards. (providing consultation)

SAFETY DUTIES
1. Participates in passenger safety drills according to instructions.
2. Always complies with the Company's safety and pollution prevention regulations and operating procedures.
3. Participates in all mandatory training.
4. Leads by example by taking care of Health and Safety of self and others.
5. Ensures that all work equipment, personal protective equipment, chemicals, and safety devices are being used correctly. Delivering training, guidance, and supervision on how to use and maintain them.

Physical Demands and Working Conditions:

Required to stand, walk long distances, reaching and sitting. The repetitive motion of bending, going up and down stairs. Lifting or pushing of up to 50lbs.
You will be joining our Corporate Traveling Team; therefore, you will be travelling extensively throughout the year. The position requires overtime work and irregular schedules. Work will take place in all areas of the vessel with noise, light traffic, distracting environments, and an office environment.