Job Title
Executive Director of Onboard Revenues Operations
Overview
The Executive Director of Onboard Revenues Operations is responsible for overseeing the seamless delivery of onboard revenues services, ensuring operational excellence and exceptional guest satisfaction across the MSC fleet.
Key Responsibilities
* Oversee all onboard service operations, including Retail, SPA, Digital Services, Luxury Watches and Jewelry as well as all Buying Functions.
* Ensure pre-purchased services are flawlessly executed onboard to meet or exceed guest expectations.
* Lead initiatives to enhance service quality, streamline operations, and optimize resource utilization.
* Monitor guest satisfaction metrics and implement continuous improvement initiatives.
* Build, lead, and motivate a high-performing operational team with a strong focus on service excellence.
* Develop leadership capabilities within onboard teams to ensure a consistent and high-quality guest experience.
* Maintain a visible leadership presence, fostering a positive, inclusive, and high-energy work environment.
* Manage labor allocation, training, and onboarding programs to maintain operational efficiency.
* Partner closely with the Executive Director Commercial to ensure pre-cruise sales strategies are effectively operationalized onboard.
* Collaborate with Procurement and Category Management teams to ensure timely delivery and availability of products and services.
* Work with the IT and Digital teams to leverage technology in improving operational efficiency and guest interactions.
* Oversee all logistics for onboard services, including inventory, supply chain management, and service schedules.
* Develop contingency plans to address potential service disruptions or guest complaints effectively.
* Optimize resource allocation to maximize service coverage while maintaining cost efficiencies.
* Establish KPIs to measure operational efficiency, guest satisfaction, and team performance.
Requirements
* 10+ years of experience in hospitality operations, cruise operations, or a related field.
* Proven ability to lead large, diverse teams in a fast-paced, dynamic environment.
* Expertise in service delivery, logistics, and operational planning.
Essentials
* Strong understanding of guest experience drivers and how to align operations to meet them.
* Demonstrated success in managing budgets, optimizing resources, and driving team performance.
* Excellent interpersonal and communication skills, with the ability to inspire and engage teams at all levels.
* Familiarity with digital tools and technologies to improve operational efficiency is a plus.
* EU Passport or right to work in Switzerland.
Seniority Level
Executive
Employment Type
Full-time
Job Function
Finance and Sales
Travel Arrangements