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The objective of this position is to ensure that the implementation of all company human resource policies, training programs and service standards result in exceptional passenger satisfaction, excellent crew welfare, and positive business results by maintaining a productive and supportive professional working relationship with the onboard management team.
In particular, this management position contributes to the operational performance of Oceania Cruises by:
Leading, coordinating, and implementing management and crew
training Supporting managers in the reinforcement of crew related
policies and procedures Maintaining a productive and supportive professional
working partnership with the onboard Senior Management and colleagues at all times Leading and supporting
employee recognition programs and Employee Service Awards Maintaining
documents and data required for talent management and human resources administration Maintain proper Crew Welfare presence and execution as per approved policy Maintaining operational continuity with a systematic and consistent
handover procedure for replacement Human Resources Manager
Demonstrates genuine concern for guests’ wellbeing at all times
Pro-active approach to problem solving
- Crew Experience / Operational and Administrative
Communicates regularly with onboard Management regarding needed crew related issues and any needed training requirement thereby fostering a pro-active approach
Supports HODs in the reinforcement of all personnel standards, policies, training as well as any issues, following up as required
Is out “on the floor” on a daily basis and visible and approachable to managers and crew, also observing service standards and crew whilst at work
Evaluates and makes recommendations for the modification of Human Resource related policies
Recommends and implements OCI policies relating to onboard promotion, succession planning, and cross training, and assists and provides guidance to all HODs in regards to promotions to ensure that they are fair and based on objective performance
Helps to coordinate all formal disciplinary warnings conducted onboard, regardless of department. Ensuring that all allegations are investigated, that management is well informed of all relevant information/facts and that a fair hearing is conducted to protect the interests and rights of both the Company and the crewmember
Provides management with employee counseling as required, following up on disciplinary situations, ensuring that any required training is carried out by the relevant person
Ensures that all crew are evaluated in line with Company’s Performance Review Policy. Assisting and providing guidance to HODs for any performance review issues, as well as reviewing all evaluations prior to being issued to crewmembers (for both OCI and ICS)
To be present at all Do Not Rehire evaluations issued within OCI and ICS departments
Communicates standards of performance to employees
Organizes the Employee of the Month event as per procedure
Recommends and implements approved incentive programs for crew (Employee Service Awards)
Conducts and oversees the completion of TOTC as per policy, arranges for “guest speaker” if needed
Ensures monthly welfare meetings are carried out as per Crew Welfare Policy
Supports and generally oversees the coordination of all crew welfare activities
Coordinates the Crew Welfare Activities schedule with the upcoming hosting department
Attends sign on crew meetings as needed and assists with sign on procedures when more than 10 crew members
Attends sign off meeting for debarking crew and assists with sign off procedures when more than 10 crew members
Assists Crew Purser with the physical Crew Clearance Procedures as required, particularly within US and Canadian Ports
Performs all other duties as requested by Master
Required to attend all written disciplinary hearings onboard and be informed of any counseling situations, resignations or emergency leaves prior to any action being taken. Also ensure that all onboard senior managers are also fully informed of all proceedings as required
Ensures that the required paperwork is completed correctly and that accurate minutes, statements and other paperwork is collected, logged and distributed as per company policy in a timely manner to onboard and shore side personnel
Attends SHOM and SSMM meetings, thereby bringing up issues, ideas and recommendations for further improvement
Attends Cabin Inspections as per policy
Maintains records of training participation in the shipboard electronic filing system
Assists and ensures that all OCI department heads conduct performance reviews of their employees as per company policy (for SSSL crew, refer to SSSL Human Resource Manual section 10) and within set deadlines, and uploads the final signed reviews in shipboard electronic filing system under the relevant crew member’s profile
Prepares Cruise Training Schedule for all training sessions for the upcoming cruise in cooperation with HODs, Safety Officer, SECO, Environmental, and Doctor
Prepares HRM cruise end report
Stays up to date with the contents in the OCI SOP Manual, ICS manual, ITF agreements and all other onboard employment contracts
Ensures accurate records of personnel related matters are maintained
Ensures Crew Birthday Cards and Birthday list are created and distributed/communicated by Crew Administrator each month as per company policy
Prepares standard Human Resources handover report, completes inventory sheet as well as organized data files upon completion of contract in order to provide a smooth transition period of his/her replacement
Ensures that positive Guest Comment Cards are sent out as per procedure and comments are effectively communicated to all crew in the crew areas
Training needs resulting from negative trends are identified and appropriately implemented
Is familiar with all training materials and training tools and ensures that they are being used effectively. Promotes awareness of same to the HODs
Works with the Safety Officer, Staff Captain, ENVO, SECO, and Doctor to maintain a weekly update of a published, complete ship’s training schedule covering a period of at least one cruise
Creates and distributes participation rosters for each training sessions (except safety, security, environmental, and medical trainings) and ensures attendance entry into the shipboard filing electronic system
Facilitates and ensures training of all shipboard employees according to OCI standards and requirements is maintained:
Provides flexible training schedules for those who are unable to attend the regular training sessions
Assists HODs with incorporating Service standards of behavior in daily work by making him/herself visible in various working areas of the ship on a regular basis
Provides refresher courses whenever deemed necessary
Evaluates and recommends modifications of existing training programs and assists with the development of new OCI training programs
Facilitates, coordinates and assists with implementation of new OCI training programs for continuous improvement
Manages and facilitates cross training requests in line with company policy
Ensures that all new employees complete the training programs as per OCI standards
- Welcome Induction 1 and 2
- The Oceania Your World Service
- Prevention of Harassment Training
- Code of Ethics Training
- Anti-Bribery Training
- Certified Management Training
- Welcome Breakfast
- Performance Reviews (part of FOL) 1 and 2
- Safety
- Monitor the practical application of the Company's policy, procedures and instructions
- Immediately report to the Master of any known instances where the vessel is unable or fails to comply with any Company’s policy, procedure, instruction, and any safety, environmental, or security requirement
- Member of the Shipboard Senior Management Meeting SSMM, as described.
- Member of the Shipboard Safety Committee SSC, as described.
- Participate in crew and passenger safety drills according to instructions from ship’s command
- Comply with company safety and pollution prevention regulations
Education And Experience
- Systems
- MS Office Suite
- Fidelio Cruise
- MXP
- Outlook Email
- Education and Experience
- Higher College or University Diploma/Degree in Human Resource Development, Business Administration, Psychology, or related field
- At least 5 years’ related experience in a management human resource / training capacity which may substitute for the education requirement at an equivalent rate
- Previous shipboard experience required
- Professional Profile and Conduct
This Professional Must
- Be a model for Oceania human resources, guest service, and professional appearance standards
- Be a self-starter and able to target service and HR priorities, take action and exhibit excellent follow up
- Maintain a trusted profile with Heads of Departments as a pro-active and flexible support person
- Be able to perform well under pressure and in an international environment
- Be able to energize training programs through excellent platform skills and motivational techniques
- Be able to conduct and follow structured training programs
- Have excellent administrative, computer and organizational skills along with attention to timeliness and detail
- Have an outgoing and approachable personality welcomed by crew, managers, and guests
- Be able to target opportunities for service improvement through training and coaching
- Have excellent appearance and excellent social skills
EQUAL OPPORTUNITY EMPLOYER
It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
