General Manager (Luxury Cruise)

JOB PURPOSE

The General Manager establishes the entire operating foundation: working with the company's strategic advisor to shape and build the guest experience for the two-night voyage, writing standard operating procedures for each department, leading the listing and procurement of all operating supplies, and selecting and training the team. From launch onwards, the role holds full accountability: daily oversight of service quality and the condition of the vessel, safety and marine compliance, the operating budget, and the culture of a team who live and work at sea. Preference is given to candidates able to work on board, as the General Manager is present with the team and with guests throughout each voyage

RESPONSIBILITY

Pre-opening Planning and Initial Set-up

• Establish the full operating structure from the ground up: organisation chart, departmental responsibilities, reservation and operations management systems, internal forms and records.

• Prepare the pre-opening budget and manning plan for approval by the Chairman and the Chief Executive Officer, then deliver within the approved scope.

• Report regularly on progress, risks and decisions requiring approval

Guest Experience and Standard Operating Procedures (SOPs)

• Working with the company's existing strategic advisor, build the complete two-night guest journey, from welcome and embarkation through to disembarkation and post-voyage care, including the wider sequence of on-board experiences.

• Write and issue standard operating procedures for each department: front office, housekeeping, food and beverage, wellness, marine and technical.

• Define the service standards, grooming, language and etiquette expected of the team, together with the quality checkpoints that keep them consistent.

• Review and refine procedures after each trial voyage and throughout the first months of operation.

Procurement and Facilities Set-up

• Build the operating inventory for the entire vessel: FF&E & OS&E.

• Lead the procurement process: compare suppliers, negotiate terms, place orders, and carry out receiving and inventory checks within the approved budget.

• Establish the storage system, par levels, and procedures for stock issue and periodic stocktakes

Recruitment and Training

• Define the manning structure with Human Resources and select the heads of department, assessing temperament and cultural fit alongside technical skill.

• Design and personally deliver the pre-opening training programme: brand induction, department-specific service skills, scenario rehearsals, Vietnamese cultural heritage awareness, and full dry runs before the first guest voyage.

• Maintain a regular training schedule and on-the-job coaching after opening.

Service and Facilities Oversight

• Oversee service quality directly on every voyage, check against set control points, and correct any deviation from the standard immediately.

• Carry out regular inspections of suites, public areas, galley, crew areas and equipment; keep a snag list and follow each item through to resolution.

• Establish the preventive maintenance plan, spares holdings and technical logbook regime with the Captain and Chief Engineer.

• Manage major maintenance cycles and technical downtime to minimise disruption to the voyage calendar

Vessel Commissioning and Handover

• Represent the operation with the shipyard, the technical team and the owner's representative through fit-out, snagging, sea trials and handover.

• Set out requirements from an operational and guest experience perspective for finishing works that can still be adjusted.

Guest Experience on Voyage

• Act as host on board during each voyage, present without intruding, and hold personal responsibility for the standard each guest receives.

• Handle requests, individual concerns and service recovery with discretion, particularly for guests who expect complete privacy.

• Gather and act on guest feedback, and keep a considered record of preferences for returning guests.

Safety and Compliance

• Work with the Captain and the marine team so that the vessel always operates within Vietnamese maritime and hospitality regulations.

• Maintain the licences, certificates and inspection records required by the Quảng Ninh provincial authorities and by the UNESCO heritage site.

• Run the safety, emergency response and crisis drill programme, and take direct command if an incident occurs.

• Uphold environmental practice on waste, water and emissions in a protected marine area

Commercial Performance

• Own the annual operating budget and profit results, with monthly reporting and forecasting to the Chairman and the Chief Executive Officer.

• Work with the Director of Sales and Marketing on occupancy, rate positioning and the voyage calendar, without lowering the service standard to fill suites.

• Manage cost per voyage, procurement and supplier terms, and hold food and beverage and payroll ratios within agreed limits.

Team Leadership

• Lead the heads of department, set objectives, review performance and develop successors.

• Build rosters and voyage cycles that protect rest, retention and service quality throughout the operating season on board.

• Foster a working culture that reflects the brand from within: calm, precise and unpretentious

Partners and Authorities

• Represent the company with port agents, experience and wellness partners, suppliers and local authorities.

• Build respectful relationships with the communities and artisans around the bay who contribute to the guest experience.

• Support the Chairman, the Chief Executive Officer and the sales team in hosting media, agency partners and invited guests on board

• Luxury hospitality experience. Previous employment at a five-star hotel or resort, a luxury cruise vessel, or an equivalent luxury property.

• Pre-opening experience. Direct involvement in opening at least one property or vessel, from construction, procedure set-up and recruitment through to operation.

• Fluent English. Able to work directly with international guests, overseas partners and technical documentation in English.

• Preference for candidates able to work on board a cruise vessel.

• Immediate availability. Able to start as soon as possible, as the role is being filled urgently

Education and experience

• Minimum 5 years at General Manager, Hotel Manager or Executive Assistant Manager level at 5-star properties.

Skills and competencies

• Systems design: able to write procedures, forms and standards from a blank page, not only operate existing ones.

• Depth in food and beverage

• Training ability: able to convey service standards to a largely local team new to this segment.

• Procurement and supplier negotiation skills, with quality control of goods received.

• Calm, decisive and hands-on

• Financial literacy sufficient to build, defend and manage an operating budget.

• Understanding of Vietnamese cultural heritage, and the judgement to reference it accurately rather than decoratively.

• Absolute discretion in handling guest information and internal matters.

• Commitment to confidentiality and to the company's values of integrity and discretion

• Base salary: negotiation

• 13th-month salary.

• Holiday and Tet bonuses, plus KPI bonus based on the company’s business results.

• Lunch allowance: VND 50,000 per day.

• Public holidays, Tet holidays, and annual leave in accordance with State regulations.

• Insurance contributions in accordance with labor law.

• Opportunity to build and lead the HR department from the early stage.

• A refined, polished, and professional working environment.