Liveaboard Service Team Leader

About Us:
Sea Safari Cruises is a leading liveaboard company offering unique and unforgettable experiences across some of Indonesia’s most stunning marine destinations. We are dedicated to delivering top-tier service to our guests while ensuring that their journey is seamless and enjoyable. To maintain our high standards, we are seeking a highly motivated and experienced Service Team Leader to join our team and be stationed on one of our vessels.

Position Overview:

You will work under the Boat Manager and coordinate together with the Cruise Director on board. The Service Team Leader will be responsible for overseeing the guest service team on board the vessel, including the bartender, roomboy, and kitchen department, ensuring exceptional customer service is delivered throughout the cruise. This role will involve coordinating the service team, handling guest requests, and ensuring that all operations run smoothly in the hospitality department. The successful candidate will have experience in hospitality, team leadership, and a passion for delivering top-notch service in a liveaboard or hotel environment.

Key Responsibilities:

1. Team Leadership & Supervision:

• Lead and manage the service crew (bartenders, housekeepers, kitchen) to ensure smooth daily operations and high-quality service delivery.
• Provide clear guidance, set performance expectations, and act as a role model for the team by demonstrating excellent customer service practices.
• Ensure all team members are well-groomed, professional, and follow uniform standards.
• Conduct daily team briefings and debriefings to review service performance, guest feedback, and address any operational challenges.

2. Guest Experience Management:

• Serve as the primary point of contact for guests onboard, addressing questions, requests, and resolving any service-related issues with urgency and professionalism.
• Anticipate guest needs and proactively offer personalized services, ensuring a seamless and enjoyable experience throughout the cruise.
• Handle guest complaints in a calm and diplomatic manner, implementing solutions that maintain guest satisfaction and enhance their experience.
• Coordinate special events or requests for guests (e.g., birthdays, anniversaries), ensuring their expectations are met.

3. Service Standards Enforcement:

• Ensure all areas of the boat, including cabins, dining areas, and public spaces, meet the highest cleanliness and service standards.
• Maintain and monitor service protocols during meals and events, ensuring timeliness, attention to detail, and adherence to fine dining or buffet service guidelines.
• Conduct regular inspections of guest cabins, public areas, and amenities to ensure cleanliness, hygiene, and readiness for guest use.
• Maintain service consistency across all shifts, making sure that every interaction reflects the Sea Safari Cruises brand values.

4. Training & Development:

• Provide ongoing training to service staff, focusing on improving service etiquette, guest communication, food & beverage service, and problem-solving skills.

5. Operational Coordination:

• Collaborate closely with the kitchen team to ensure that meal services are well-coordinated and timely, especially for group dining events or special dietary requests.
• Work with the dive team, housekeeping, and other departments to synchronize guest schedules, ensuring a smooth flow of activities, such as meals after dives, room cleaning, or special events.
• Oversee the daily cleaning schedules and maintenance requests for all guest areas, ensuring operational efficiency and cleanliness at all times.
• Work together with all crew on board to ensure a supportive and respectful team work environment.

6. Inventory Management:

• Manage the inventory of guest-related supplies, including linens, toiletries, and other amenities, ensuring all items are well-stocked and available at all times.
• Coordinate with the procurement or logistics team to reorder supplies as needed, avoiding shortages during the cruise.
• Keep track of breakage, loss, or wear-and-tear of service equipment, ensuring repairs or replacements are handled promptly to maintain service quality.

7. Health & Safety Compliance:

• Ensure that all health, hygiene, and safety protocols are strictly followed by the service team, in accordance with international maritime regulations and company policies.
• Monitor food safety standards, ensuring all food and beverages are prepared and served following hygiene protocols to prevent contamination or illness.

8. Guest Feedback & Improvement Initiatives:

• Collect and analyze guest feedback, both formally (via surveys) and informally (through direct interactions), to continuously improve service levels.
• Present feedback and suggestions for operational improvements to senior management, implementing changes that enhance guest satisfaction.
• Organize and execute any guest recovery initiatives for guests who have encountered service issues, turning negative experiences into positive resolutions.

9. Crisis Management & Problem Solving:

• In case of unexpected challenges (weather disruptions, guest health emergencies, etc.), coordinate the service team’s response to ensure the situation is managed with minimal guest discomfort.
• Work closely with the Captain and other department heads to devise contingency plans for any disruptions in service or unforeseen events.

10. Reporting & Communication:

• Prepare daily reports summarizing guest feedback, team performance, and any operational challenges to share with senior management and department heads.
• Maintain open lines of communication between the service team and other departments to ensure all operations are aligned and guests’ needs are promptly met.

Qualifications:

• Proven experience in a hospitality role, preferably in a supervisory or team leader capacity (experience on a liveaboard or in the hotel/cruise industry is highly desirable).
• Ability to speak English and Bahasa Indonesia professionally (additional languages are a plus).
• Strong leadership and team management skills, with the ability to motivate and guide staff.
• Excellent interpersonal and communication skills, with a strong focus on guest satisfaction.
• Ability to work in a remote, liveaboard environment for extended periods.
• Basic knowledge of food and beverage service standards is an advantage.
• Organized, detail-oriented, and able to handle multiple tasks efficiently.
• A positive attitude, adaptability, and willingness to work in a fast-paced environment.

Benefits:

• Competitive salary + tips.
• Accommodation and meals provided while onboard.
• The opportunity to work in some of Indonesia’s most beautiful marine locations.

Job Type: Full-time

Expected Start Date: 10/17/2024