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Shop Manager

Job Description

Rank: Officer equivalent to 2 stripes

Department: Hotel Department; Concessionaires

Main function:

  • To provide passenger with high level of products and services related to the on board shops
  • To oversee the operation of the on board shops including being responsible for the on board inventory and to train the crew within the department
  • To handle all passenger complains and requests related to shops
  • To assist with check-in if required

Reports to: Hotel Director

Cabin: Shared


  • Must have refined skills in shop management including dealing with english and german passengers
  • Must be fluent in English and any other language(s) as may be required by the Company
  • At least four years experience in a similar position on board cruise ships operating worldwide
  • Must have Typing skills, Computer knowledge of Windows XP, Word, Excel, MS Outlook. Additional: Fidelio Cruise (or similar Ship Management System) Experience of Desk top publishing would be a plus.
  • Must have the ability to communicate with all levels of personnel and passengers
  • Must have reasonable experience of administration work
  • Should be a self starter, reliable, able to work unsupervised, work to tight deadlines and above all to show flexibilty to work in each department.

Areas Of Responsibility

  • On board Duty Free Shop
  • On board Clothing and Souvenir Shop

Positions Demanding Close Liaison

  • Front Desk Manager - All aminstrational matters regarding passengers
  • Hotel Director - All operational matters
  • Hotel Cost Controller - Purchasing and ordering from shore side

Specific Duties/Responsibilities and Activities

  • Being in charge for inventories within the shop store room including re-orders through the Hotel Cost Controller as well as daily in-house requisitions from the main store room
  • Passenger billing through the on board cash-less system
  • Ensures promotion and advertising materials are provided to the cabins and within the Daily program
  • Ensures shop equipment is in good order and requests repairs where necessary
  • Training of Shop Staff to ensure proper and promt passenger service and good product knowledge
  • Monitoring of ship board activities and participates in sales promotion activities

Passenger Service

To be in uniform at all times in public areas, wearing your name tags and to act in a professional, responsible manner.

  • Improves service by training staff in proper sales techniques and methods
  • Utilizes leadership skills and motivational techniques in order to maximize employee productivity and satisfaction
  • Conducts employee meetings and counseling sessions in order to maximize employee morale and productivity and foster a sense of community
  • Determines and communicates standards of performance to employees
  • Evaluates employee performance on a regular baises
  • Ensures that disciplinary action is taken as required utilizing consistency, fairness and respect withbin the framework of established company guidelines


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