Director, Hotel Operations - US

Holland America Group•Fort Lauderdale, FL

13d•Hybrid

About The Position

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply cannot. The Love Boat promises something for everyone. We are looking for an amazing Director, Hotel Operations to fill this role, which is based in our Fort Lauderdale office. Here is a summary of what Princess is looking for in its Director, Hotel Operations. Is this you? 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.
Flexibility to travel on short notice for operational shipboard visits.
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.
This position is considered Hybrid and follows the Company’s schedule of three days in the office per week (Tuesday – Thursday)
Beginning in 2028, this position will remain on the same Tuesday–Thursday in-office schedule but will transition to our new headquarters in the Miami, FL area.

Nice To Haves

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

Responsibilities

Strategic Leadership and Brand Performance:
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
Participates in the Itinerary planning process, ensuring that appropriate feedback is received from the vessels and future deployment issues are highlighted and addressed
Leverages Hotel Performance and other analytics reporting to proactively identify, quantify, and prioritize continuous improvement opportunities. Collaborating closely with functional leads across teams like F&B, Entertainment, Port Operations and Itinerary Planning.
Operational Oversight:
Oversee daily hotel operations across the fleet, including accommodation, food and beverage, guest services, and housekeeping, ensuring consistent delivery of premium service.
Drives a high-performing, guest and crew centric culture focused on innovation, execution, growth, and development.
Conducts regular ship visits to ensure the product delivery and guest service standards are always met.
Is the main point of contact for the shipboard Hotel General Managers providing operational day to day support.
Team Management and Development:
Lead, mentor, and develop shipboard and shoreside hotel teams, fostering a culture of excellence, accountability, and continuous improvement.
Career development and coaching of upcoming senior shipboard hotel leaders
Participates 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.
Quality Assurance and Compliance:
Monitor compliance with health, safety, and environmental standards, and ensure adherence to company policies and regulatory requirements.
Works 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.
Financial Management:
Manage hotel operations budgets, control costs, and optimize revenue opportunities through effective resource allocation and operational efficiencies.
Monitors and drives 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
Will work in conjunction with other Directors, Hotel Operations on annual financial planning.