Director, Hotel Operations

Royal Caribbean Cruises Ltd•Miami, FL

2d•Onsite

About The Position

Royal Caribbean Group (RCG) is seeking a full-time Director, Hotel Operations for its Celebrity Cruises brand. This role reports to the AVP, Hotel Operations for Celebrity Cruises and is based onsite in Miami, Florida. The Director Hotel Operations (DHO) is responsible for ensuring the shipboard hotel operation delivers a guest vacation experience in accordance with Celebrity Cruises brand promise and brand standards. The role communicates directly with the shipboard Hotel Director and is accountable that individual ships meet and exceed goals set out by key performance indicators (KPIs) across all departments. The DHO liaises closely with all corporate and operational groups to ensure that each ship is 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. The DHO 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. In addition, the DHO could also be managing the fleet traveling positions, cost management, scheduling, deployment review and approvals, Galapagos operations, Groups and events, Australia / APAC operations. The DHO owns all the aspects of the guest experience and takes ownership in working together with the different stakeholders to bring projects and interventions to a successful end.

Requirements

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 degree from a hospitality college or university.
Shipboard experience.
Ability and willingness to travel 30% of the time, or more if specific projects (such as newbuild, refurbishments, interventions) require extensive travel.
Working knowledge of computers, Internet access, and the ability to navigate within a variety business related software packages and reporting.
Cultivates Customer first: Demonstrates a passion for service, requiring a strong commitment to the delivery of a 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 the pride, passion and commitment.
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 RCL on a daily basis. Has an intense of right and wrong, and will not compromise those values to achieve desired results. Holds his 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 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

Responsibilities

Ensures optimal guest vacation experience in accordance with company’s brand promise and standards.
Accountable for the overall performance of each assigned vessel.
Manages the travelling hotel directors assigned to the DHO / Ships.
Ensures that each ship is operated safely, effectively and efficiently following brand standards related to Service Excellence, Workplace Safety, Crew Satisfaction, internal and external regulatory compliance guidelines.
Liaises closely with all corporate and operational groups to ensure that each ship is fully supported at all times; including F&B Operations, Rooms Division (Housekeeping & Guest Relations), Onboard Revenue, Entertainment & Cruise Programs, Marine Operations, Finance, IT, Human Resources, Marketing, Accounting, Internal Audit, Safety & Environment, Corporate Communications, Land Operations, Revenue Management, Deployment, Legal and Customer Service.
Owns the resolution, in tandem with the different departmental leaders to address shortcomings, and product delivery gaps.
Acts as Brand ambassador ensuring company’s culture and ethics are understood, adhered to, and exhibited by all shipboard teams.
Responsible for the planning and flawless launch of Newbuild vessels entering service.
Collaborates with all hotel functional areas and Revite / Dry Dock teams to ensure smooth and seamless ongoing shipboard maintenance and planning for Dry Docks.
Ensures guest experiences on Celebrity ships transitioning to or operating in EMEA and APAC markets are properly planned and executed in a culturally equitable way.
Plans the regional customization of the product along with the shoreside leadership in Food and Beverage, Shore Excursions, Entertainment, Guest Services, Onboard Revenue, Housekeeping.
Continuously tracks individual ship performance, reviews and analyzes Medallia and guest experience commentaries.
Works closely with the shipboard leadership teams to review results and trends to make necessary operational adjustments.
Generates routine updates and executive reports to shore-side leadership personnel.
Partners with Human Resources to recruit the best hospitality leaders in the industry.
Conducts periodic operational ship visits to assess guest experience and identify areas of opportunities to improve produce offerings.
Represents hotel operations in situation management meetings and is expected to make critical decisions to ensure the best possible guest experience on ships impacted by unusual or unexpected situations.
Participates in deployment planning and provides operational guidance to ensure optimal port destination guest experience.
Ensures adherence of CDC / Public Health protocols to mitigate potential spread and impact to guest experience.
Conducts annual assessments of the Hotel Director / AHD / Fleet HDs and provides coaching and guidance on leadership effectiveness.
Oversees HD’s & AHD’s selection, scheduling and ensures a proper familiarization & succession plans.
Oversees the pipeline of future hotel directors.
Manages other areas depending on assignment such as Galapagos, Expense Management, Deployment planning, Charter execution etc.
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.
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.