D. Joshua Samuel Devaraj

Responsible for the management and operation of the ship’s Hotel Department in compliance with company and regulatory requirements. Member of the Ship’s Steering Committee, reporting directly to the Captain and the Vice President of Hotel Operations.

RESPONSIBILITIES

• Provides leadership and direction to the hotel operations on the ship including Food and Beverage, Guest Services, Housekeeping, Merchandise, Laundry, Photography and Spa Operating Participants
• Responsible for monitoring performance to see to the highest level of Guest and Crew satisfaction, and financial/operational results for the Hotel Department
• Establishes goals for Guest Service Measurement, Crew Excellence Measurement, and Operational/Financial results
• Provides professional and social guidance to subordinates by exemplary personal behavior
• Responsible for assisting the Captain with status reports and communications with Head Office in all emergencies and other situations as needed. This includes coordination of all public affairs and passenger services issues with the appropriate shore departments
• Provides comments to the Head Office on Guest Service Measurement reports and input for Voyage Reports
• Sees that Guest service expectations are being exceeded by each hotel operation on the ship
• Investigates Guest complaints (written and verbal) either in person or by delegated division head
• Recommends changes in product to enhance Guest and/or Crew experience
• Conducts periodic inspections of the ship (formally or informally). Monitors the physical condition of Guest accommodations. Coordinate inspections of Hotel Spaces by Shore Managers and regulatory authorities
• Oversee maintenance and revision of Hotel Department Operating Guidelines and OJT materials
• Oversees the regular inventory of hazardous materials used in the Hotel Dept and the maintenance of SDS
• Holds the department Leaders accountable for their performance and facilitating solutions with these Leaders where challenges are encountered
• Administers the Company’s Hotel Department Annual Operating plan by reviewing the financial statements with the division heads

As part of the succession planning program within the hotel department, the Hotel Director In Training fulfills several different positions and areas of responsibility, such as:

• Manager Food & Beverage Services

Management of all Food and Beverage and Concierge Leaders and Crew. Accountable for meeting or exceeding all Disney Cruise Line and VSP Sanitation requirements.

• Manager Dining Services

Responsible for leading the Dining and Casual Dining Teams in the completion of daily work assignments.

• Service Excellence Trainer - Hotel

Responsible for the development and evaluation of the on-the-job training program for crew in Housekeeping, Merchandise, Guest Services, Galley and Spa.

• Sanitation Officer

On board specialist on public health matters, monitoring Disney Cruise Line policies, procedures, and recordkeeping to see that the operation complies with all applicable national (VSP) and international laws.

• Assistant Manager Food Operations

Manages the daily operations of the Galley, responsible for meal planning, inventory and ordering of food supplies.

• Manager Beverage Services

Accountable for entire onboard and Island beverage operations, monitors all beverage service standards, promotes sales to achieve/exceed targeted revenue.

• Restaurant Manager

Responsible for leading the dining room services team while maintaining the highest level of Guest satisfaction and Financial/Operational performance.

• Assistant Restaurant Manager

Overseeing the daily performance of the dining service team, ensures allergy requirements and being met and actively participates in upholding USPH standards in the dining room.

• Manager of Housekeeping

Responsible for the overall Housekeeping Operations, overseeing the cleanliness and maintenance of all ship areas including Guest Staterooms, public areas and Crew spaces.

• First Housekeeper

Supervises the Assistant Housekeeping Managers, Pool Deck Service Supervisor and their Teams. Conducts daily inspections and maintains quality standards and compliance with Company standards and procedures including: sanitation procedures, personal protective equipment, proper usage of chemicals, reporting maintenance issues, floor care cleaning schedules.

• Quick Service Manager

Oversees the onboard Quick Service operations (Room Service, Crew Dining & Casual Dining Locations) Actively participates in USPH inspections to ensure compliance of all casual dining locations.

• Assistant Quick Service Manager

Responsible for a particular Quick Service operation, such as Room Service, Crew Dining or Casual Dining locations.

Responsible for implementation of all policies, procedures and activities relating to the efficient and effective operation of the Guest and Crew Services department. Provides the highest level of Guest Satisfaction, Crew Support and financial/operational performance.

RESPONSIBILITIES

• Supports and oversees the functions of all Guest Services Managers
• Supervises the Guest Services team, Clearance Officer, Guest Services/Future Reservations Manager, Crew Services Operation, Concierge
• See to timely and accurate transmission of the ship's Notice of Arrival/Departure (ENOA/D), working closely with Customs and Border Protection and US Coastguard for arrival & departure reporting requirements
• Oversees the ship's clearance process as defined by the arriving port, working closely with Port Agents, Immigration and Customs Officials
• Monitors Crew excellence and Guest satisfaction performance of the department
• Facilitates department meetings
• Oversees and tracks problem resolution, voyage incident reports, identifies trends and initiates changes if necessary
• Facilitates medical debarks in all ports of call at all hours
• See to timely transmission of Health documents required for each port of call
• Responsible for the overall budget of the Guest Services and Concierge department
• Complaint Resolutions Officer (CRO) for all ADA/Accessibility matters
• Oversees the daily operation of the Concierge Lounge
• Oversees Guest Services/Future Reservations Managers and recommends changes to enhance the program

Primarily responsible for managing the Crew Office, which provides a daily service for basic Crew needs. Handling all matters with the highest levels of confidentiality.

RESPONSIBILITIES

• Managing and verifying the accuracy of the crew manifest
• Primary point of contact for all crew immigration and customs related issues
• Preparation and overall coordination of crew sign on/off process
• Maintains a cash float of $100,000, handling crew accounts and cashing paychecks
• Management of crew berthing and cabin change process
• Responsible for the accuracy & audit of all crew documents (passport, visa, certificates) to ensure compliance

A liaison between the shore Groups Managers and operating areas on board. Providing individualized, seamless personal service for Concierge Guests, by creating a magical cruise experience.

RESPONSIBILITIES

• Arranging group functions and activities
• Handling of all Incentive, Affinity, AEP Travel Agents, Make-a-Wish and Family Reunion Groups requests
• Handling departmental internal and external stores orders and budget
• Providing personalized itinerary planning, obtaining special bookings, planning special events, assisting with folio settlement & any other special requests for Concierge Guests, showcasing enthusiastic professionalism and efficiency
• Managing and overseeing the Castaway Cay Cabana operations

Leading the Guest Services Operations, maintaining the highest level of Guest Satisfaction, fulfilling all operational checklist requirements.

RESPONSIBILITIES

• Supervision daily operation of Front Desk and Guest Services
• Professional and social guidance to subordinates by exemplary personal behavior
• Handling issues and follow through with Guest Service Recovery
• Creation of daily work schedules for the Guest Services Team
• Organizing trainings for team development
• Tracking problem resolution, voyage incident reports
• Guest Service Measurement (GSM) report

The single point of contact for Customs and Immigration Officials, local authorities, Port Agents, pier/terminal/shore Cast and shipboard Crew Members as it pertains to all matters related to the clearance of our vessels and documentation requirements across diverse itineraries.

RESPONSIBILITIES

• Timely and accurate collection and submission of all Guest and Crew information and vessel arrival and departure documentation pursuant to local Customs and Immigration regulations, port directives and company policy (domestic and international).
• Liaison with local authorities and key stakeholders both shipboard and shore to ensure compliance
• Preparation and submission of port paperwork to port authorities
• Coordination of scheduled and ad hoc Guest movements
• Monitor vessel certificate and liaise with Staff Captain to confirm continuous compliance
• Coordination of all aboard process, seeing to accurate Guest counts prior to ship’s departure
• Preparation of offload proformas & coordination of offload process

Main point of contact for information, problem resolution and billing inquiries while extending the highest levels of hospitality to all Guests.

RESPONSIBILITIES

• Facilitating Guest requests and providing Front Desk services
• Answering, routing & logging main switchboard calls
• Cash handling, currency exchange and balancing money
• Problem resolution