Director, Hotel Operations - US

Carnival Corporation•Fort Lauderdale, FL

3d•Hybrid

About The Position

The Director, Hotel Operations is responsible for the overall guest experience onboard the ships operating outside the US. As the main day to day operational contact for the shipboard Hotel General Managers the role will support and coach the onboard teams in delivering a seamless guest vacation experience. This position will collaboratively drive the shipboard teams to foster an environment of guest centricity and high-quality consistent service delivery. This role will continuously analyze guest and teammate feedback from all channels working closely with all areas of the business for continuous improvement. Will support a minimum of 6 ships at any given time, ship assignments will rotate depending on itineraries throughout the year. Responsible for leading a team of at least 10 Hotel General Managers, 10 Associate Hotel General Managers, and over 6000 crew.

Requirements

Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
Strategic planner, with an innovative, hands-on, practical management approach.
Ability to provide leadership and motivation to employees in pursuit of company goals.
Works independently and resolves questions from shore side and shipboard management.
Cultivates an environment whereby the shipboard management team is motivated, knowledgeable and proactive.
Ten years of extensive global customer services management within a hospitality environment.
Five years of onboard cruise ship experience in a leadership position.
Proven track record in managing large teams and complex operations.
Experience in strategic planning, financial management, and compliance oversight.
Demonstrated ability to drive operational excellence and deliver exceptional guest experiences.
Understanding of workplace policies and procedures.
Familiarity with team collaboration tools and techniques.
Strong time management and organizational skills.
Ability to maintain reliable and consistent attendance.
Capacity to be punctual and meet deadlines.
Ability to collaborate effectively with colleagues and work as part of a team.
Demonstrated professionalism in all interactions and tasks.

Nice To Haves

Previous experience at a corporate level either in the cruise industry or in shoreside structures is preferred.

Responsibilities

Drive the strategic vision for hotel operations, ensuring alignment with Princess Cruises’ brand standards and guest experience goals.
Provide guidance and direction over the strategic direction for the new concepts and experiences.
Participate in the Itinerary planning process, ensuring that appropriate feedback is received from the vessels and future deployment issues are highlighted and addressed.
Leverage Hotel Performance and other analytics reporting to proactively identify, quantify, and prioritize continuous improvement opportunities.
Collaborate closely with functional leads across teams like F&B, Entertainment, Port Operations and Itinerary Planning.
Oversee daily hotel operations across the fleet, including accommodation, food and beverage, guest services, and housekeeping, ensuring consistent delivery of premium service.
Drive a high-performing, guest and crew centric culture focused on innovation, execution, growth, and development.
Conduct regular ship visits to ensure the product delivery and guest service standards are always met.
Serve as the main point of contact for the shipboard Hotel General Managers providing operational day to day support.
Lead, mentor, and develop shipboard and shoreside hotel teams, fostering a culture of excellence, accountability, and continuous improvement.
Provide career development and coaching of upcoming senior shipboard hotel leaders.
Participate in scheduling, succession planning, training, evaluation and development for all relevant shipboard personnel.
Interview and approve, as well as, give recommendations to senior shoreside hotel leaders.
Monitor compliance with health, safety, and environmental standards, and ensure adherence to company policies and regulatory requirements.
Work collaboratively with the other Director, Shipboard Operations to ensure fleet alignment, creating brand guidelines, standard operational procedures, KPI’s and targets for the entire fleet.
Manage hotel operations budgets, control costs, and optimize revenue opportunities through effective resource allocation and operational efficiencies.
Monitor and drive overall performance of the assigned ships to surpass established targets with a focus on NPS, revenue and other key guest satisfaction metrics.
Responsible for annual planning and budgeting of over $10 million.
Work in conjunction with other Directors, Hotel Operations on annual financial planning.