Cruise Director

Job Introduction

­­­­­­Saga is Britain’s most experienced specialist Cruise Operator exclusively for holidaymakers who are aged 50 years and over. Saga Cruises comprises Ocean Cruising, with two purpose-built ocean cruise ships, and River Cruising, also with two purpose-built river cruise ships and further itineraries available on charter ships. We provide a boutique experience on board all our vessels where it is our mission to exceed guest expectations and provide Exceptional Experiences Every Day.

Our employees will be able to provide an excellent level of service and able to gain customer confidence through knowledge and a genuine concern for their wellbeing and enjoyment of their holiday.

And right now we are looking for a Cruise Director to join our River Cruise Team.

Cruise Directors are responsible for the smooth running of our river cruise operations, ensuring that our customers have an enjoyable and hassle-free holiday.  Cruise Directors must possess a professional approach to maintain and reflect a high standard of service and customer care as set out by the Company and will comply with and implement procedures as laid down by Head Office and the Operational Manual. 

Role Responsibility

Your prime duty is one of customer care.  It is implicit throughout your employment that you will act honestly and in good faith at all times, in the interest of the Company, both in taking care of and caring for its customers. It is important that the Cruise Director establishes a good working relationship with our suppliers, such as the captain, hotel manager, ship staff, as well as liaising closely with various departments at Saga Head Office.

• Managing a Team Ensure your team are achieving their personal quality score, identifying development needs and taking appropriate action to overcome them, including development plans. Provide immediate support for all in your team and escalate issues as necessary to the Rivers Crewing Partner. Ensure that work patterns are fairly split and that some time off is taken into account for each member of the team. Ensure that 1-2-1’s and PDRs for the team are completed and submitted to head office. Ensure that Team Meetings take place to voice any team concerns.
• Effective Collaboration Communicate on a daily basis with the ship captain and hotel manager to discuss operational matters and quality performance to ensure the smooth running of the river cruise programme. Make clear and informative announcements over the tannoi system.
• Meet & Greet/Transfers Co-ordinate transfer team to meet all customers at their point of entry and ensure their smooth transfer to and from the ship.
• Room/Cabin Check-in Liaise with the ship prior to customers’ arrival to ensure efficient allocation of cabins.
• Welcome Meetings/Cocktail Parties Host a welcome meeting and cocktail party for customers.
• Operation of Sales & Excursions Co-ordinate the excursion programme – promotion and payment, supplier confirmation and guiding where necessary. Ensure all F2s are emailed to excursions on a weekly basis, even in the event of no sales. Comply with minimum numbers provided by excursion product analysis and cancellation procedures. 
• Entertainment/Activities Co-ordinate with the Entertainer to provide daily events and evening entertainment. Provide on board talks and deliver bridge commentary via Quietvox when the ship is sailing. Prepare a daily programme to be delivered to passenger cabins.
• Hospitality Desk Ensure the hospitality desk is hosted during specified duty hours, in a regular location on board, in order to respond to all questions, queries and general information for customers. Socialise with customers where they are located.
• Report Writing Complete a Cruise Report regarding the ship, facilities available, excursions and all other aspects relating to the overall operation of the holiday on an exception basis.
• Sales Accounting A float for all company expenses such as communication costs, entrance fees, prizes etc., will be issued.  An expense claim must be completed with full details of expenditure and receipts at the end of each cruise and sent to Head Office.
• Operational accountability Being instrumental in administering operational changes due to high and low water levels
• Effective engagement You will champion the Saga Values and maintain excellent engagement with our people and our internal and external customers.
• Materials Presentation Ensure that Saga’s corporate image is maintained in terms of presentation on board.
• Uphold safety standards Form part of the emergency procedures team. Ensure the companies health and safety policies are adhered to always.
• Quality Management Regularly engage with customers to understand their needs and identify what is working well to build upon and highlight areas of improvement.
• Complaint-handling Take ownership of the guest complaints, act promptly and take all reasonable steps to rectify matters. All issues must be followed up with the guest until the problem is resolved - on board - to the guest’s satisfaction. Provide detailed written reports in response to customer complaints as required.

The Ideal Candidate

• Ability to work on own initiative and as a member of a team
• Customer service experience
• Strong decision-making skills
• Ability to liaise with suppliers
• Flexible approach to work
• Excellent communication skills
• Outgoing, sociable personality
• Excellent report writing skills
• Diplomacy
• Problem solving skills
• Professional Approach
• Managing skills
• Negotiation skills
• Accounting skills
• Presentation skills
• Good understanding of European languages
• Previous work as a Tour Manager or on board river cruise vessels.
• Knowledge of European Rivers

About the Company

First setting sail in 1997, Saga Cruises is a boutique cruise line, designed for the British market with some of the UK’s newest cruise ships. Launched in 2019 and 2021 respectively, Spirit of Discovery and Spirit of Adventure are our boutique luxury ocean cruise ships. With no more than 987 guests on board, these stunning sister ships offer a unique way to visit a host of destinations, while enjoying a refined and relaxed cruising experience.

In 2021, Saga Cruises launched our first brand-new purpose-built river cruise ship, Spirit of the Rhine with itineraries exploring the Dutch Waterways and the Rhine. In spring 2022 we launched our second luxury river cruise ship, Spirit of the Danube, discovering the famous sights and lesser-known gems of the Danube. Designed exclusively for our guests, both ships offer a boutique cruise experience along with excellent standards of service.

Our range of River Cruise tours explore Europe’s variety of celebrated rivers from the wine towns of the Rhine and rich culture of the Douro, to the historic cities of the Danube and natural beauty of the Elbe, both aboard our Spirit ships and our specially-chosen charters.

Saga Group