Liveaboard Service Team Leader

5 days ago

Denpasar, Indonesia Sea Safari Cruises Full time

**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**:
**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 mínimal 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 manag

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