Senior Director Hotel & Port Operations

Margaritaville at Sea • Orlando, FL

3d • Onsite

About The Position

At Margaritaville at Sea our core purpose is to create and deliver fun and escapism. This drives all we do and is the heart of our decision making. As a valued member of our team, you'll contribute to providing an incredible guest experience every day of each cruise and in every way. You’ll also have opportunities to advance your career as we continue to grow. Your career path with us starts here! Our Culture Joining the Margaritaville at Sea® team means embracing our Culture Essentials, which are the cornerstone values shaping our identity, principles, and actions, which are every guest, every time, act with integrity and respect, shred responsibility for the well-being of our guests, crew and community and each employee’s responsibility to ne better than the rest. These beliefs and behaviors not only define who we are but also unite us as a team, guiding us in decision-making, fostering relationships, tackling challenges, and reaching milestones. These culture essentials propel us toward a shared vision of success, ensuring a collective effort in shaping our future.

Requirements

• Bachelor's degree in Business Administration, Hospitality Management, Accounting, Operations Management, or a related field required.
• Minimum of 10 years of progressive leadership experience within the cruise, hospitality, tourism, or port operations industries.
• Minimum of 5 years of experience in a senior management or director-level role with responsibility for multi-department operations.
• Demonstrated experience leading large-scale operational initiatives, process improvements, and cross-functional projects.
• Proven track record of driving guest satisfaction, service excellence, operational performance, and revenue growth.
• Experience developing and implementing training programs, standard operating procedures (SOPs), and performance management strategies.
• Comprehensive knowledge of cruise, hospitality, leisure, and port operations, including industry best practices and regulatory requirements.
• Strong understanding of guest experience strategies, including initiatives designed to improve Net Promoter Score (NPS) and overall guest satisfaction.
• Expertise in operational reporting, project management, process improvement, and policy development.
• Excellent analytical, problem-solving, and decision-making skills with the ability to identify opportunities and implement effective solutions.
• Strong financial acumen with experience interpreting operational and financial data to support business objectives.
• Exceptional leadership, communication, and interpersonal skills with the ability to influence and collaborate across all levels of the organization.
• Team-oriented leader with a collaborative, inclusive, and results-driven management style.
• High level of accountability, professionalism, and commitment to operational excellence.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Willingness and ability to travel as required and work flexible schedules to support operational needs.
• Passion for delivering exceptional guest experiences that embody the Margaritaville at Sea brand and culture.
• Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
• This position is classified as “in-person,” which means the physical office in Orlando.

Nice To Haves

• Master's degree in Business Administration (MBA) or related advanced degree preferred.
• Experience managing vendor relationships, budgeting, financial planning, and contract negotiations preferred.

Responsibilities

• Provide strategic leadership and operational oversight for all hotel and port-related functions across the fleet.
• Drive guest satisfaction, operational excellence, regulatory compliance, and revenue growth through the development and execution of standardized procedures, training programs, and cross-functional initiatives.
• Serve as a key liaison between shipboard and shoreside teams, ensuring seamless coordination across all hotel operations and ports of call while maintaining alignment with company objectives and brand standards.
• Lead the design, implementation, and continuous improvement of Margaritaville at Sea’s Standard Operating Procedures (SOPs) framework across hotel and port operations.
• Drive strategic initiatives focused on enhancing guest satisfaction, improving Net Promoter Scores (NPS), and increasing operational efficiency throughout the organization.
• Identify and implement opportunities for revenue growth while ensuring alignment with corporate objectives.
• Oversee compliance with United States Public Health standards and other applicable regulatory requirements, ensuring consistent adherence across all vessels and operational environments.
• Provide strategic direction and oversight for all shipboard hotel departments, ensuring operational consistency, service excellence, and alignment with Margaritaville at Sea brand standards.
• Partner with Shipboard Human Resources and onboard leadership teams to support staffing strategies, performance management initiatives, succession planning, and crew development.
• Lead the creation and execution of job-specific training programs designed to enhance crew competencies, guest service delivery, and operational effectiveness.
• Serve as the primary shoreside contact for shipboard hotel operations, providing guidance, support, and accountability to ensure exceptional guest experiences across the fleet.
• Oversee day-to-day homeport operations, including provisioning, loading activities, and coordination between shipboard and shoreside teams to ensure efficient vessel turnarounds and operational readiness.
• Manage port-related logistics and operational activities at all ports of call, ensuring smooth arrivals, departures, and positive guest experiences.
• Lead vendor relationships and financial planning for port services, negotiating and managing contracts to achieve cost-effective, high-quality service delivery.
• Monitor operational performance and identify opportunities to improve efficiency, enhance guest satisfaction, and support business objectives throughout the port network.
• Drive collaboration across departments including Human Resources, Finance, Shipboard Operations, Guest Services, and other key stakeholders to ensure alignment on organizational priorities and operational initiatives.
• Lead strategic projects from concept through implementation, including process improvements, system enhancements, new business initiatives, and operational transformation efforts.
• Develop, communicate, and maintain policies and procedures that promote consistency, accountability, and operational excellence across hotel and port operations.
• Facilitate effective communication between shipboard and shoreside teams, ensuring seamless execution of company objectives and continuous improvement initiatives.
• Champion initiatives that enhance the overall guest experience while supporting revenue growth opportunities across hotel and port operations.
• Analyze guest feedback, operational metrics, and NPS results to identify trends and implement corrective actions or service enhancements.
• Collaborate with shipboard and commercial teams to develop innovative programs, products, and operational strategies that increase guest satisfaction, loyalty, and profitability while maintaining the Margaritaville at Sea brand promise.
• Ensure all hotel and port operations comply with company policies, regulatory requirements, health standards, and operational guidelines.
• Develop and maintain performance metrics, dashboards, and reporting tools to monitor operational effectiveness, guest satisfaction, financial performance, and compliance outcomes.
• Prepare and present regular reports to senior leadership, providing insights, recommendations, and action plans to support informed decision-making.
• Foster a culture of accountability, continuous improvement, and operational excellence throughout the organization.

Benefits

• Cost-effective medical, dental and vision plans
• Employee Assistance Program and other mental health resources
• Company paid term life insurance and disability coverage
• 401(k) plan that includes a company match
• Paid Time Off
• Holidays – All full-time and part-time with benefits employees receive days off for 10 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.
• Vacation Time – All full-time employees at the below the Director level start with 15 days/year; Director and above level have Discretionary Time Off, which for Directors is generally 15 days and for VPs and above 21 days. Part-time with benefits employees receive time off based on the number of hours they work.
• Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree