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

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Position Summary:

The Director, Hotel Operations is responsible for ensuring that the shipboard hotel operation delivers guest vacation experiences in accordance with Celebrity Cruises brand promise and brand standards. The role is responsible for all hotel operations onboard our river vessels. They communicate directly with the Managing Director, their team in Basel as well as any third-party operators to ensure a seamless flow of collaboration and execution on every front.

They are accountable to drive shipboard KPIs with a special focus on guest satisfaction and a frictionless experience for all guests. They will liase with others to ensure internal / external compliance, employee satisfaction, cost control and revenue growth. The SDHO liaises closely with all corporate and operational groups to ensure that each ship is fully and always supported. This includes Hotel Operations (F&B, Onboard Revenue, Entertainment & Cruise Programs, Guest Services, Housekeeping), Marine Operations, Global Marine Operations, IT, Human Resources, Marketing, Accounting, Internal Audit, Safety & Environment, Corporate Communications, Land Operations, Revenue Management, Deployment, Legal and Customer Service. The Director, Hotel Operations is fully accountable for the performance of each ship assigned to them. The SDHO will work closely with the shipboard leadership, Shoreside departmental groups and analysts to use data and operational feedback to constantly review results and trends to make the necessary adjustments.

This person will be a vital, key element for our start up and operation in the River industry. Therefore, clear and consistent collaboration, communication, drive and flexibility are all required.

Essential Duties and Responsibilities:

• Guides and supports the shipboard and Basel shoreside hotel operation to deliver guest and crew experience in accordance with Celebrity Cruises brand promise and brand standards.
• Ensures that each ship is operated safely, profitably, effectively, and efficiently and meets all key targets.
• Produces weekly status and update reports, to be sent to the VP, HOPs in Miami.
• Continuously tracks individual ship performance and reviews and analyzes Medallia and Guest Experience data with the team, proposing any improvements needed. Generates routine updates and reports to appropriate to Miami shoreside and shipboard leadership personnel.
• Conducts scheduled ship visits to deliver an in-depth evaluation of the guest experience on-board and determines the success of relevant product enhancements. Has overall responsibility for ensuring that guest experiences on Celebrity ships transitioning between itineraries are properly planned and executed in a culturally equitable way. Plans the regional customization of the product along with the shoreside leadership in Product Development, Food and Beverage, Shore Excursions, Entertainment, Guest Services, Onboard Revenue, Housekeeping. Works with the onboard and shoreside support to ensure all SOPs and Playbooks are executed as per plan.
• Represents Basel hotel operations in situation management / sit rep calls and is expected to make critical decision to ensure the best possible guest experience on ships impacted by unusual situations.
• Reviews and analyzes internal and external audit and inspection reports and disseminates information for follow up and continuous improvement.
• Reviews the Balanced Scorecard Performance and provides all necessary support and tools to the Hotel Director to assist them to achieve targets across all areas of the operation. Participates in deployment planning and provides operational guidance during the process. Ensures the ship follows all necessary regulatory guidelines.
• Liaises with Miami and Basel Marine Operations to ensure the SOA (Ship Overall Appearance) and maintenance programs are well managed. Works closely with the ships manager, refurbishment manager and other specialists to create a strategic plan to ensure each ship is well maintained.
• Monitors external environment and competition within the cruise and vacation industry to identify opportunities to strengthen and evolve our guests experience to ensure we maintain and enhance our competitive advantage.

HUMAN CAPITAL

• Oversees Hotel Director and key management selection and scheduling for each assigned ship and ensures a proper succession plan. Liaises with marine operations and human resources to create an effective Executive Committee.
• Conducts annual assessments of the Hotel Director / AHD and provides coaching and guidance on leadership effectiveness.
• Partners with human resources to recruit the best hospitality leaders in the industry and provides input on compensation issues to attract the best talent.
• Selects, directs, coaches and evaluates the performance of the Lead Hotel Operations responsible for providing additional hotel operational support to the fleet.
• Partners with the shipboard teams and functional support teams to recommend par level adjustments based on product customization and defines crew language requirements by division.

Qualifications, Knowledge and Skills:

• Ten years of experience in hospitality management preferable cruise lines, hotels, resorts.
• Five years of managerial experience as a Hotel Director or General Manager.
• Work experience with a diverse multicultural work force preferred.
• Previous exposure to worldwide operations a plus.
• Bachelor’s degree from a hospitality college or university.
• 5 years Shipboard experience preferred.
• Working knowledge of computers, Internet access, and the ability to navigate within a variety business related software packages such as Microsoft Word and Excel.
• Cultivates Customer first: Demonstrates a passion for service, requiring a strong commitment to the delivery of superior customer experience. Possesses knowledge of the internal and external customers globally and understands the implications of cultural differences for service requirements. Creates and fosters an atmosphere that invites ownership of the customer experience at all levels, ensuring that new ideas for the creation of customer value are cultivated and celebrated.
• Leads with Passion Drive, Energy: Personally, emulates pride, passion and commitment.
• Supports fresh perspectives and new ideas while holding accountability for the right results. Communicates excitement and enthusiasm creating a positive working environment for the fleet.
• Acts with integrity is an admired business leader whose character is beyond approach. Sets the standards for ethical behavior by promoting and modeling the principle and values that are central to RCG daily. Has an intense of right and wrong and will not compromise those values to achieve desired results. Holds team accountable for the same ethical standards.
• Thinks and Acts Globally: Helps evaluate and ensure the execution of strategic initiatives in the global arena capitalizing on the potential of those opportunities while managing cost. Understands and respects cultural differences, working effectively with a culturally diverse environment. Possesses the necessary breath, sensitivity, and openness to attract, retain, and motivate a diverse workforce.
• Attracts and develops talent: Motivates shipboard leaders to perform their best by communicating the company’s vision, strategy and business plan, talking with shipboard leaders in an honest, open and candid way encouraging a two-way dialog listening to and addressing shipboard leader’s issues and suggestions. Actively coaches shipboard leaders and provide them with challenging assignments, feedback and insight to their behavior and performance.
• Proven track record of driving high performance and achieving results. Has a disciplined and focused approach to providing support and monitoring performance as to quickly identify unfavorable performance trends. Has the operational experience to assist the shipboard management team in identifying the root cause and developing the appropriate corrective action plan.
• This needs to be achieved with a decisive approach predicted on speed and simplicity. Applies critical thinking using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Detailed understanding of shipboard Hotel Operations, ability to work in a faced paced environment with multiple priorities.
• Demonstrates ability to handle fast paced decision making and crisis management skills. Strong analytical and problem-solving skills and strong knowledge of USPH

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!

No immigration sponsorship is offered.

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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