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Senior Analyst, Hotel Operations Performance Analytics

Royal Caribbean Group

Royal Caribbean Group

IT, Operations, Data Science
Miami, FL, USA
Posted on Friday, May 17, 2024

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

The Sr. Analyst, Hotel Operations Analytics will drive various projects with the goal of enhancing the onboard guest experience and managing onboard operations. From the guest experience standpoint this involves being the subject matter expert for onboard complaint reporting and analytics and creating ongoing visibility for hotel organization, both ship and shoreside, around complaint root cause discovery initiatives. From the onboard operations standpoint, manage a team of shipboard personnel to streamline procedures across the fleet, optimize operations, thus allowing the brand to realize increased revenue

Essential Duties and Responsibilities:

Guest Experience and onboard revenue:

  • Work closely with the various teams of Hotel Operations to understand their business challenges and objectives and identify opportunities to develop potential business improvements and efficiency gains.
  • Determine requirements and business needs to develop new reporting, forecasting and optimization techniques to develop actionable results.
  • Develop data strategies; specifically, data structures, identifying critical information and the tools used to retrieve and analyze the data.
  • Develop and maintains analytical tools to find efficiencies and identify opportunities for process improvement.
  • Create weekly, monthly, and annual reports which track KPIs for key metrics. Summarize the results for different levels of the organization in various formats and settings.
  • Identify actionable insights, make recommendations, and influence the business by effectively communicating results to management.
  • Quantify performance improvement opportunities through graphs, schedules and dynamic reporting tools. Offer recommendations and business solutions based on conducted analysis.
  • Conduct product performance reviews across various onboard revenue areas to make recommendations for framework and pricing.
  • Estimate and quantify the potential impact of product and price changes.
  • Automate and optimize various reports that are currently manual in nature.
  • Respond to ad-hoc data and analysis needs while supporting various projects. Conduct analyses of business data, evaluate trends and pattern changes, and learn to disperse results in a format appropriate for the audience.


  • Manage a team of 40+ onboard crew members, including hiring, scheduling, conflict resolution, career development, and performance review
  • Manage the RCI internet revenue stream, including approving requests, following protocols, and working with various teams to trouble shoot system issues across the fleet
  • Manage onboard procedures including commission requests, contractor requests, etc.
  • Update and develop SOPs (standard operating procedures)
  • Track, review, and approve payments of invoices
  • Identify cost saving opportunities

Qualifications, Knowledge, & Skills:

  • Bachelor’s degree (BA) from a four-year college or university with focus in supply chain, business operations, management, accounting, finance, marketing, or other quantitative discipline, required
  • Experience managing a large team including hiring, scheduling, career development, and conflict resolution
  • 3+ years of work experience in related fields
  • 3+ years related experience in business analysis, preferred
  • Ability to manage a larger team effectively including hiring, scheduling, career development, and performance review (organized and detail oriented)
  • Ability to work in a fast-paced environment while managing multiple projects and team members at once
  • Demonstrate aptitude for problem solving and problem identification
  • Ability to logically structure quantitative analyses of complex issues; finding and understanding the correct data sources for a given analysis
  • Knowledge of Hyperion Essbase, Oracle Database, SAS Enterprise Guide, Microsoft Suite (including proficiency with PowerBI and Excel), and other business intelligence tools
  • Analyze data, research, identify patterns, and explain findings to a business audience to improve products and processes
  • Strong written and verbal communication skills
  • Strong attention to detail
  • Ability to operate in a team environment

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!