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Position Summary
The Director, Hotel Operations is responsible for ensuring that the shipboard hotel operation delivers guest vacation experiences in accordance with Celebrity Cruises brand promise and brand standards. The role oversees all hotel operations onboard our river vessels, communicating directly with the Managing Director, Basel team, and third-party operators to ensure seamless collaboration and execution. They drive shipboard KPIs with a special focus on guest satisfaction, frictionless guest experience, compliance, employee satisfaction, cost control, and revenue growth. The Director works closely with all corporate and operational groups to ensure each ship is fully supported and performs at its best.
Responsibilities
* Guide and support the shipboard and Basel shoreside hotel operation to deliver guest and crew experience in accordance with the brand promise and standards.
* Ensure each ship is operated safely, profitably, effectively, and efficiently and meets all key targets.
* Produce weekly status and update reports for the VP, HOPs in Miami.
* Continuously track individual ship performance and analyze Medallia and Guest Experience data, proposing improvements.
* Conduct scheduled ship visits to evaluate guest experience, plan product enhancements, and ensure SOPs and playbooks are executed.
* Represent Basel hotel operations in situation management calls and make critical decisions to ensure the best possible guest experience.
* Review internal and external audit and inspection reports and disseminate information for continuous improvement.
* Provide support and tools to the Hotel Director to achieve targets across all operational areas.
* Plan ship maintenance programs with refurbishment managers and specialists.
* Monitor external environment and competition to identify opportunities for enhancing guest experience.
Human Capital
* Oversee Hotel Director and key management selection and scheduling for each assigned ship and ensure a proper succession plan.
* Conduct annual assessments of the Hotel Director and provide coaching on leadership effectiveness.
* Partner with HR to recruit top hospitality leaders and advise on compensation.
* Select, coach, and evaluate the performance of the Lead Hotel Operations responsible for fleet support.
* Recommend crew language adjustments based on product customization.
Qualifications
* Ten years of hospitality management experience, preferably in cruise lines, hotels, or resorts.
* Five years as a Hotel Director or General Manager.
* Experience working with a diverse multicultural workforce.
* Prior exposure to worldwide operations a plus.
* Bachelor’s degree from a hospitality college or university.
* Five years of shipboard experience preferred.
* Proficient with Microsoft Word, Excel, and related business software.
* Strong customer‑first mindset, commitment to superior customer experience, and ability to foster a customer‑centric culture.
* Leadership qualities: passion, energy, integrity, and ethical behavior.
* Global thinking, cultural awareness, and ability to attract, retain, and develop diverse talent.
* Track record of driving high performance, achieving results, and solving problems in fast‑paced environments.
We know there's a lot to consider. Our recruiters will be glad to provide guidance and answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!
No immigration sponsorship is offered.
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.
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